The New Homes Quality Board (NHQB) has published its Winter update, highlighting complaint trends and introducing important changes to the New Homes Quality Code that are relevant to both volume housebuilders and affordable housing providers.
Complaints and Ombudsman decisions
Between January and November 2025, the NHQB received over 1,300 customer complaints, with a notable proportion upheld either in full or in part. Recurring themes included delays in snagging and repairs, poor communication, misleading or outdated sales information, and weaknesses in complaint handling. Recent Ombudsman decisions demonstrate a continued willingness to award meaningful compensation where failures are identified, reinforcing the importance of robust sales, after‑sales and complaints processes.
Sales and marketing: increased focus on transparency
The updated Code strengthens requirements around sales and marketing materials, making clear that all information — including CGI imagery and videos — must not be misleading. Developers are also expected to avoid “drip pricing” and to clearly explain incentives, fees and any commissions or referral payments, including under part‑exchange and assisted move schemes. Where a developer benefits financially from referrals, this must be disclosed clearly and in writing before the customer commits.
Reservation, exchange and inspections
Changes to the reservation process mean that all prescribed information must be provided before a Reservation Agreement is entered into, and exchange of contracts must not take place during the cooling‑off period without the customer’s express consent. Customers must also be given the opportunity to carry out a pre‑completion inspection, either themselves or via a suitably qualified inspector, using the NHQB’s standard checklist. Importantly, occupation can only take place once a home is complete in accordance with the Code.
Shared ownership developments
The NHQB has also been appointed to operate the Shared Ownership Code, extending enhanced consumer protection into the affordable housing sector. While separate from the New Homes Quality Code, the move signals a clear direction of travel towards higher standards and consistency across tenures.
Next steps
Developers and affordable providers should review their sales practices, reservation documentation, inspection procedures and after‑sales arrangements to ensure alignment with the updated Code ahead of the transition period.