Complaints to the New Homes Ombudsman Service (NHOS) have more than tripled in the past year, according to its latest annual report. The UK-wide service received over 1,800 complaints in 2025-26, compared to fewer than 600 the previous year. Defects and snagging were identified as the most frequent issues.
The ombudsman attributes this increase partly to more homeowners becoming eligible for the service and greater public awareness. However, approximately one-third of all new homes remain outside the voluntary scheme, which was established by major building industry stakeholders.
Housing Secretary Angela Rayner has indicated that the government intends to establish a mandatory ombudsman service as soon as parliamentary time permits. This follows a 2022 commitment by the Conservative government to create such a service as part of the Building Safety Act.
Homeowners across the UK have contacted BBC Your Voice regarding problems with new-build properties, including issues such as black mould, collapsed ceilings, and significant damp. Elissa and Johnnie, who purchased a four-bedroom property 20 months ago, were forced to move out due to around 150 faults identified by an independent inspector, including wonky walls and bowing windows.