New research from the Fabian Housing Centre explores the barriers facing first-time buyers and the importance of strong consumer outcomes as housing delivery increases.
The report ‘On the Ladder’, published by the Fabian Society on 6 July 2026, examines:
- Affordability challenges, including deposits and mortgages.
- The role of shared ownership.
- Perceptions of new build homes.
- The impact of customer service, build quality and redress on buyer confidence.
As housing supply grows, the research highlights the need for high-quality new homes and a positive customer experience before, during and after purchase.
It also identifies concerns affecting consumer confidence, including:
- Snagging and defects.
- Perceived build quality.
- The effectiveness of routes for resolving issues when they arise.
NHQB partnered with the Fabian Housing Centre on the research, contributing expertise on customer service and consumer protection. The report acknowledges NHQB’s input in these areas.
Emma Toms, CEO of the New Homes Quality Board, said:
“As more people enter the housing market, it is essential that buyers can have confidence in the quality of their new home and the service they receive.
“The New Homes Quality Board exists to raise standards across the sector through a robust Code of Practice – which provides customers with access to the independent New Homes Ombudsman Service – to help ensure customers are treated fairly, given clear information, and supported throughout their homebuying journey and after they have moved in.
“A strong focus on build quality and customer service is critical to maintaining trust in the new homes market and ensuring buyers can have confidence in one of the most important purchases they will ever make.”
Read the full report here.
