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Complaints about NHQB

NHQB Complaints Handling Procedure

The New Homes Quality Board (NHQB) is an independent, not-for-profit organisation, established to oversee reforms in the build quality of new homes and the customer service provided by developers.

Most customer contact related to buying and/or living in a new home will usually be with the developer.  If you are dissatisfied with the service provided by your developer, and they are registered with the NHQB, then you may be able to raise a complaint with the New Homes Ombudsman Service (www.nhos.org.uk). 

You can check if your developer is registered with us on our website here: Register of Developers.

If they are not registered, then you may still be protected by an alternative Code.  Your developer will be able to tell you who they are and how to contact them.

If you contact the NHQB for any information, we hope to resolve your enquiry quickly and efficiently.  If for any reason you are dissatisfied with the service that we have provided, then you can log a complaint by sending an email with the details of the issue to: [email protected]

All complaints will be reviewed by our team and if any more information is required, we will be in touch. We aim to resolve complaints within a maximum of 30 calendar days and we will keep you informed on the progress of your complaint as follows:

  1. We will send a written acknowledgement of your complaint within two working days.
  2. Within 10 days from receiving the complaint, we will write to you outlining how we will investigate the complaint and if any further information is required.
  3. No later than 30 days from receiving the complaint, we will write to you again to confirm the findings of the investigation and, where appropriate, what action has been taken.

If you remain dissatisfied with how we handled your complaint, you can send an appeal which will be reviewed by the Chief Operating Officer.  A full response to your concerns will be sent to you within 10 working days of the receipt of your appeal.