Our Impact

Impact Report 2024 

Our annual Impact Report highlights the continued momentum of the NHQB in helping to improve customer experience of buying and moving into a new home.  

With an introduction from NHQB Chair Rob Brighouse and Chief Executive Emma Toms, this report reflects on the significant progress made during 2024 in reaching more buyers of new homes than ever before with the protections offered through the New Homes Quality Code.  

2024 marked a turning point - with over 54% of new homes being built in England, Scotland and Wales covered by the Code - a testament to the housebuilding industry recognising the importance the NHQB framework brings and the importance of having an independent New Homes Ombudsman Service.

We explore key achievements, including those which support both customers and housebuilders, whilst making progress with policymakers in shaping a future where all new homebuyers receive the same protections offered through a single mandatory Code. 

During 2025 and beyond, we will continue to provide more customers with access to the New Homes Ombudsman. We will also work to increase visibility of housebuilders' performance in customer service and quality, engaging with more housebuilders of all sizes to create a level playing field for all new homebuyers across the UK.