Customer Complaint Case Studies

The customer complained that the time taken by the developer to repair their front door was frustrating and they consider the delays unnecessary.

The customer complained that they could hear noise through the property's party wall and were concerned that their property had not been built to standard.

The customer complained that when they moved into the property, they noticed that a mastic bead had been applied around the perimeter of the Amtico flooring.

The customer complained that they were misled when they purchased their property and that the developer was only concerned with completing the sale.

The customer complains that they have been treated unfairly by the developer who re-marketed the home they had reserved, although exchange of contracts and legal completion were imminent.

The customer reserved a show home at a price which they thought reflected the value of the property, together with an additional sum for its contents. However, their mortgage valuation was considerably less than the price agreed, and although the developer paid for a second valuation to progress the sale, this was also below the agreed sale price.

The customer complained that they were unable to complete their purchase because of changes in the build programme and because the developer served the completion notice after the expiry of their mortgage offer.

The customer complained that the properties built on plots adjacent to their own were closer than expected, they overlooked their property and blocked out the sun. They say that they were not given any information about the neighbouring properties by the developer, and they were concerned that their privacy was breached because of the proximity.

The customer complained that the developer gave them false information about the location of streetlights on the development, although they acknowledged that this was unintentional and a genuine error. Nevertheless, they relied on the incorrect information they were given. For them, the location of street lighting was a key factor in deciding which plot they preferred.

In four separate complaints raised with the New Homes Ombudsman Service (NHOS), customers expressed dissatisfaction with their developer's lack of transparency regarding multi-unit sales of properties to affordable housing providers on developments.

The customer complained to the New Homes Ombudsman Service (NHOS) with concerns that the sanitaryware was not as described on the specification and that this had been concealed from them during the home demonstration.

The customer complained to the New Homes Ombudsman Service (NHOS) that they had felt pressured into completing their purchase, and that they found a number of snags which took longer than expected to resolve.