Resource library search

The customer alleges that the developer used high-pressure sales tactics and failed to conduct proper quality checks before legal completion. The customer also reports delays in resolving defects and inconsistent communication throughout the process.

The customer reported issues with the part-exchange process, claiming the developer delayed marketing their old home and failed to provide the scheme’s terms. After moving in, they found the property poorly built and commissioned a snagging report, repeatedly contacting the developer to address defects. The garden also flooded due to poor drainage from nearby land and a shared driveway. Some repairs were made, but the problem persists.

The customer complained that the developer did not meet the Code by supplying kitchen floor tiles that were not fit for purpose, and by withholding known issues during the tile selection process and the after-sales service.

The customer complained that the bathroom sink’s waste pipes were visible behind the pedestal and not concealed as described in the developer’s quality guide. The developer initially agreed to reposition the pipes, but the proposed remedial work could not be completed due to the location of the floorboard joists.

The customer complained that the heating system in their new home did not perform as expected. When attempting to control the temperature of one bedroom independently from the rest of the house, the boiler entered a short cycling mode, and the room failed to reach the desired temperature. Although plumbers attended, they were unable to resolve the issue. The developer subsequently arranged for an independent assessment by a consultant who made adjustments and found the system was functioning as intended.

The customer complained that the brickwork on three elevations, as well as the garage padstone, was of poor quality and failed to meet the warranty provider’s technical standards. They also raised concerns about the developer’s alleged lack of responsiveness in addressing the issue.

The customer complained about a loose patio slab following a repair carried out by groundwork contractors. They felt the issue was not properly assessed by the developer and described the developer’s communication as obstructive.

The customer complained that the property did not match their expectations. They said the fourth bedroom was too small to fit a bed, they had not received confirmation of the property boundaries, and there was outstanding snagging work and a mould issue that still needed resolving.

Welcome to our Spring-Summer newsletter. Already this year has brought a range of challenges and opportunities for NHQB and the wider housebuilding sector. Building more quality new homes remains front and centre of government policy and we are pleased that government preparations for a mandatory Ombudsman for new homes have been launched. This is an important step in the right direction for consumers, and we look forward to helping support government to achieve this.