About us
The New Homes Quality Board (NHQB) champions quality new homes and better consumer outcomes through the New Homes Quality Code.
We aim to ensure that developers deliver consistently high standards of quality and customer service, and that customers are protected if those standards are not met.
We are an independent, not-for-profit organisation established to meet the need for a robust Code of Practice which provides customers of new homes with an independent Ombudsman Service.
Our work
We operate the New Homes Quality Code, which we review periodically, and we commission and oversee the independent New Homes Ombudsman Service. Through this, our mission is to deliver sector-wide change and increase confidence in the UK housebuilding industry.
New Homes Quality Code (NHQC)
The Code sets a framework to improve the quality of new homes, and the service customers receive when buying, moving to, and settling into their new home. The Code provides a route for resolution for customers if they experience quality or customer service issues with their new home or developer. This is provided by the independent New Homes Ombudsman Service.
New Homes Ombudsman Service (NHOS)
The NHQB commissions and oversees the independent New Homes Ombudsman Service (NHOS). The Ombudsman adjudicates against the Code, providing consumers with a free, impartial, and confidential platform to resolve disputes with registered developers.
Our responsibilities
To support the effective delivery of the Code and provide customers with free access to the Ombudsman, we:
Publish the Register of Developers. The register shows each developer’s status. It makes it easy to see whether customers are covered by the Code’s protection and can access the Ombudsman. It shows whether the developer is:
- Active – offering customers Code protection and committed to compliance with the requirements;
- Pending – working towards Code compliance, but not yet offering customers protection; or
- Deactivated – no longer offering protection through the Code.
Publish developer Customer Satisfaction Survey results, allowing customers to see how different developers are performing and compare their levels of service and quality.
Provide customer guides and information to help new homebuyers understand the homebuying journey and what to expect from their developer.
Provide ongoing support, including resources and training for developers throughout their journey to Code compliance.
Collect an annual registration fee from registered developers.
Can discipline and sanction poorly performing developers.
Our impact and future direction
Since the New Homes Quality Code was launched in 2022, it has gained strong traction in the housebuilding industry and now protects the majority of new homebuyers.
In 2026, nearly 60% of new homes being built in England, Scotland, and Wales are covered by the Code. This shows the industry’s recognition of the value the Code and Ombudsman deliver to customers and developers.
Goals
We aim for all customers of new build homes to be protected by the New Homes Quality Code by:
Our Board
The NHQB Board comprises experienced individuals who dedicate their extensive industry knowledge and insight to achieving our aim of championing quality new homes and better consumer outcomes.
The Shared Ownership Code
The NHQB also operates a separate code called the Shared Ownership Code. This provides a code of practice for housing providers who deliver shared ownership homes.
The Shared Ownership Code sets out the standards housing providers must follow when selling and managing shared ownership homes. Its purpose is to ensure that shared owners are treated fairly, transparently, and consistently throughout the buying process and during ownership.