The New Homes Quality Board (NHQB) – the organisation established to improve customer experience in buying and moving into a new home – has released its 2024 Impact Report.
The report details the progress NHQB has made during 2024 and sets out the priorities for 2025.
Key achievements made in 2024 include:
- More customers protected – 54% of all new homes built across England, Scotland, and Wales now protected by the Code and the New Homes Ombudsman Service.
- More housebuilders trained – over 4,000 housebuilder employees trained in delivering the Code.
- Monitoring of the Code – over 300 NHQB audits have taken place to ensure that developers are complying with the requirements of the Code.
- Increased customer awareness – enquiries to the Ombudsman increased by over 110% YoY, as more customers are aware and using their service to help resolve issues.
NHQB Chair Rob Brighouse said:
“In just three years since the New Homes Quality Board was formed, and 18 months since the New Homes Ombudsman Service started to process customer complaints, we have made a tremendous impact. This success has enabled us to increase our reach and do even more to help consumers.
“But it doesn’t stop there; our focus is to ensure that all new homebuyers receive the levels of protection and assurance offered through the NHQB – and this is our priority for 2025.”
Download the report here.