A leaking window, uneven floor, failed extractor fan or unfinished brickwork can quickly turn the excitement of a new home into an argument over responsibility. This NHQB complaints process guide explains how to raise concerns in a way that gives your developer a fair opportunity to put matters right while protecting your position with a clear evidence trail.
The process is designed for buyers whose developer is registered with the New Homes Quality Board and whose purchase falls within the scope of the New Homes Quality Code. It is not a substitute for your warranty policy, legal advice or an independent inspection, but it can provide a structured route when defects, poor workmanship or unresolved customer service issues are affecting your home.
Start with the developer, not an escalation
Your first formal complaint should always be made directly to the developer. A site manager may be helpful for minor snagging, but a verbal conversation on site is not enough where defects are repeated, missed appointments have become a pattern, or the issue could affect safety, compliance or the building’s performance.
Write to the developer’s customer care team using the complaints contact shown in your reservation paperwork, sales documents or handover information. State clearly that you are making a formal complaint. Include your address, plot number, completion date, a concise description of each issue and what outcome you are seeking.
Keep the tone factual. “The roof tiles are uneven” is less useful than “Several roof tiles appear displaced on the rear slope, visible from ground level on 14 May. I am concerned about weather resistance and request an inspection and written repair plan.” Specifics make it harder for a complaint to be dismissed as a general dissatisfaction with the property.
For straightforward snags, the remedy may be a booked repair appointment. For more serious concerns, ask the developer to confirm who will inspect the issue, when this will happen, what standard will be used to assess it and when you will receive a written response.
Building a complaint file that carries weight
A strong complaint is easier to investigate and harder to lose in a long chain of emails. Create a simple chronology from the outset. Record the date an issue was found, who you contacted, what was agreed, which visits took place and whether the proposed work resolved the defect.
Photographs and videos should be dated where possible and taken from wide and close views. A wide photograph establishes location; a close image shows the defect. For leaks, condensation or intermittent heating faults, repeat images over several dates can be more persuasive than one dramatic photograph.
Retain emails, letters, screenshots of customer portal updates, appointment confirmations and notes of telephone calls. If someone makes a promise during a visit, send a brief email afterwards confirming your understanding. This is not confrontational. It is good property record-keeping.
An independent snagging or post-completion inspection can add technical clarity where the issue is disputed or the defect is extensive. A survey report should distinguish between cosmetic marks, workmanship defects, incomplete work, potential compliance concerns and items that require further specialist investigation. It should also identify the exact location and provide supporting photographs, rather than simply listing broad opinions.
New Homes Inspections provides evidence-led reporting for homeowners who need defects documented clearly before presenting them to a developer. The report itself does not force a repair, but an independent assessment can move the discussion away from opinion and towards observable building issues.
The NHQB complaints process: what should happen next
Under the New Homes Quality Code framework, the developer should have a published complaints procedure and should keep you informed about the progress of your case. The developer is expected to investigate, explain its position and give you an opportunity to understand the proposed resolution.
In practical terms, expect an acknowledgement, contact from the relevant team and a response addressing the points you raised. If access is needed, offer reasonable dates but do not allow the complaint to become open-ended. Ask for appointments and remedial actions to be confirmed in writing.
The formal process gives the developer up to 56 calendar days from the date you first raised the complaint to resolve it. A matter may be suitable for escalation sooner if the developer issues a final response or a deadlock letter stating that it cannot do anything further. Keep a note of the first complaint date, as it may be important later.
Not every defect will require the same remedy. A minor paint finish issue may reasonably be addressed during a scheduled visit, while water ingress, movement, defective fire-stopping or an apparent roof fault may need urgent investigation and a more detailed repair plan. Where there is a potential immediate safety risk, report it without delay and take reasonable steps to keep occupants safe.
Do not let repeated visits replace a resolution
A developer may attend promptly yet still fail to solve the underlying problem. This is common with recurring leaks, heating controls, ventilation performance and doors or windows that are adjusted several times without functioning correctly.
After each visit, assess the result rather than simply closing the item because somebody attended. If the issue remains, respond in writing: explain what has been done, what still occurs and why you do not consider the complaint resolved. Attach fresh evidence if appropriate.
Where remedial work could conceal the original defect, such as plastering over cracking or redecorating following a leak, photograph the condition before works begin. If the cause has not been identified, ask for this to be addressed before cosmetic repairs are treated as a final solution.
When to consider the New Homes Ombudsman Service
If the developer has not resolved your complaint within 56 calendar days, or it has provided a final response that you do not accept, you may be able to refer the matter to the New Homes Ombudsman Service. The Ombudsman is independent of the developer and can consider complaints about matters covered by the Code, provided the home and purchase are within its jurisdiction.
Referral is not an automatic guarantee that every snag will be ordered for repair. The Ombudsman will consider the evidence, the developer’s actions and whether the requirements of the Code have been met. Outcomes can include directions for the developer to take action, apologise, improve its handling of the complaint or make an award where appropriate.
Before referring a case, organise your file into a logical sequence: your initial complaint, the developer’s responses, dated photographs, inspection reports, records of appointments and a brief timeline. Explain the unresolved issue and the remedy you are seeking. Avoid sending hundreds of unlabelled images. Clear, relevant evidence is more effective.
There are time limits and eligibility conditions for Ombudsman referrals, and these can depend on the date of reservation, completion and the developer’s final response. Check the current terms that apply to your purchase documents before you submit. If your concern relates mainly to a structural warranty claim, legal title issue or a dispute outside the Code, a different route may be more appropriate.
Avoid common mistakes that weaken a complaint
The most common error is treating a significant concern as an informal snag for too long. Site teams change, emails are missed and a verbal promise can be difficult to prove months later. Escalate the matter to a formal written complaint when progress stalls.
It is also unwise to withhold access unreasonably or arrange major repairs yourself without first giving the developer an opportunity to inspect, except where urgent action is necessary to prevent damage or protect safety. If emergency works are needed, document the condition, retain invoices and notify the developer straight away.
Finally, separate defects from preferences. A complaint is strongest when it identifies a measurable problem: poor fit, damage, incomplete work, non-functioning equipment, water penetration, inadequate finish or a concern supported by an inspection. A request for a different product or a change in design preference may not be covered in the same way.
Use the process while the evidence is fresh
The best time to make a complaint is when the issue is visible, documented and capable of being inspected. Do not wait until the end of your builder warranty period if defects are accumulating or repairs are not holding. Early action protects your home, preserves your evidence and gives the developer a clear chance to deliver the standard you were promised.
A well-presented complaint is not about creating conflict. It is about securing a documented, proportionate resolution and protecting the value, safety and performance of the home you have worked hard to buy.