1,802 formal complaints in one year. 82% of decisions in the homeowner's favour. Almost £215,000 awarded. If you're about to collect the keys to a new-build, these are the numbers you need to know.
At first glance the latest figures from the New Homes Ombudsman Service (NHOS) look like bad news for the house-building industry. Complaints have more than tripled in twelve months, and defects and snagging are top of the list.
Look a little closer and a different story emerges. Buyers now have a free, independent route to put things right, and they are using it. The rules that sit behind it, the New Homes Quality Code (NHQC), are working. So what does that mean for you, and how do you make sure your own snags get fixed first time, without ever needing an ombudsman?
Since inception: the NHQC in numbers
The New Homes Quality Board (NHQB) launched the New Homes Quality Code and the New Homes Ombudsman Service in October 2022. Since then, use of the scheme has grown every year. The NHQB publishes the Code and oversees the Ombudsman, and the NHOS publishes an annual report on the complaints it handles.
Complaints received
2025/26 = Complaints received 1,802, Settled by early resolution 575 Decisions upheld (fully or in part) 82% Awarded to homeowners almost £215,000
2024/25 = Complaints received 593, settled by early resolution 186 Decisions upheld (fully or in part) 78% Awarded to homeowners almostabout £67,000
May 2023 – Mar 2024 (first cases) Complaints received 231, - settled by early resolution -0 Decisions upheld (fully or in part) 61.5 % (8 of the first 13 decisions) – Sources: NHOS annual report figures as reported by Property Industry Eye, The Negotiator and Mortgage Solutions (September 2026); first-year figures from Brodies LLP.
The Code's reach has grown too. In its first annual report, the NHOS said about 90 of the largest developer groups had joined, covering 55% of new homes sold in England (Property Industry Eye). By the end of 2025, 581 developers were registered, up from 461 in April 2024 (The Negotiator). The scheme now covers more than 65% of UK new-home sales (Property Industry Eye).
The Code itself was updated in March 2026. Version 2 applies to homes reserved on or after 2 March 2026 (Brodies LLP). The Government has also said it remains committed to a single mandatory code and a statutory New Homes Ombudsman (Home Builders Federation).
What the numbers really say More complaints doesn't mean homes are getting worse. The Chief Ombudsman, Nigel Cates, puts the rise down to more homeowners becoming eligible to use the service and to growing awareness of it (Property Industry Eye). As more homes come under the Code, he expects complaints to keep rising (Mortgage Solutions).
What buyers complain about is clear, though. Defects and snagging are the most common issues. Defect enquiries rose 162% and snagging enquiries rose 205% in the year. Cases range from poor plastering, painting and misaligned tiles to serious failures such as missing cavity wall insulation, defective party walls and incorrectly installed fire safety equipment (Property Industry Eye).
The most telling finding is why disputes escalate. The NHOS report found the original defect often wasn't what turned a snag into a dispute. Slow responses, poor communication, weak complaint handling and repair delays were what pushed cases to the Ombudsman (Property Industry Eye; Mortgage Solutions).
There's good news here too. Early resolution settlements more than tripled, from 186 to 575, which means more buyers are getting problems sorted without waiting for a formal decision (The Negotiator).
What this means for buyer satisfaction Satisfaction with new homes is high and after-sales service is improving. The Home Builders Federation's (HBF) National New Homes Customer Satisfaction Survey (October 2024 – September 2025) found: • 93% of buyers would recommend their builder to a friend, the sixth year running at 90% or more • 89% were happy with the builder's service after moving in, up from 83% in 2024 and 80% in 2023 • 86% were satisfied with the standard of finish Source: Home Builders Federation, updated May 2026. The rise in after-sales satisfaction has come in step with the Code's growing reach. That's what you'd expect when developers must run proper complaints processes and know an independent Ombudsman can award compensation. The HBF itself expects the Code to drive further gains in satisfaction in the years ahead.
But look at the flip side. Even with 86% happy with the finish, roughly one buyer in seven isn't. And the NHQB's own snagging guidance was published against data showing that 95% of homeowners find snags in their new home (Brick Kickers). Snags are almost certain. What decides how satisfied you end up is how quickly and clearly they get fixed.
Why a professional snag report puts you ahead
If disputes are driven by slow responses and poor communication, the best protection is to make your snags impossible to misread or ignore. That's exactly what a professionally written snag report does.
It's clear from day one. Each item is photographed, located and described in plain language. Your developer's after-sales team knows exactly what to fix and where, so there's no back-and-forth over what you meant.
It speaks the developer's language. A professional inspector refers to the relevant building regulations, the NHBC Standards and manufacturer guidance. That separates a genuine defect from a matter of taste, which takes the heat out of conversations.
It creates a paper trail. The Code expects developers to deal with issues promptly and keep you informed. A dated, itemised report gives you a fixed starting point to measure their response against.
It catches what you'd miss. Missing insulation, poor brickwork and incorrectly fitted fire safety equipment were among the serious defects that reached the Ombudsman. They're easy to miss on a walk-round, but a trained eye with the right kit will spot them.
It's ready if you need it. Most buyers will never need the Ombudsman. If you do, a professional report is the strongest evidence you can bring, alongside your record of the developer's replies.
At Snapshot PI, every report is written to be read by both you and your developer: clear photos, plain-English descriptions and a summary of priorities. It's designed so your snags get fixed first time, and your new home gets off to the start it deserves.
Your five-step plan for a smooth handover
Check your developer is registered with the NHQB. Only buyers from registered developers can use the New Homes Ombudsman, and around a third of new-home sales still fall outside the scheme.
Book a professional snagging inspection before completion if your developer allows it, or as soon as you get the keys.
Send the report through the developer's formal process, not just to the site team, and keep a copy.
Log every reply and repair date. Ask for a target date for each item.
Escalate calmly if progress stalls. Use the developer's formal complaints procedure first. If it isn't resolved, the New Homes Ombudsman is free to use.
The figures show the system is working for buyers who use it. A professional snag report means you're using it from day one.
Ready to protect your new home? Book your Snapshot PI snagging inspection today.
Sources Figures are taken from the New Homes Ombudsman Service annual reports (published by the NHOS, overseen by the New Homes Quality Board) and the Home Builders Federation's National New Homes Customer Satisfaction Survey, as reported by: • Property Industry Eye – Complaints against housebuilders triple in just one year (September 2026)
• Mortgage Solutions – Defects and snagging are biggest issue as complaints to New Homes Ombudsman triple (4 September 2026)
• The Negotiator – Complaints soar to new-build ombudsman (September 2026)
• Property Industry Eye – NHOS first annual report coverage
• Brodies LLP – Quickfire update: the New Homes Quality Code and Ombudsman Service
• Brodies LLP – New Homes Quality Code Version 2: the key changes
• Home Builders Federation – New build home quality and customer satisfaction explained (updated 14 May 2026)
For the full reports, see the New Homes Quality Board and the New Homes Ombudsman Service.