The Housing Ombudsman and the New Homes Ombudsman (NHOS) have formalised their collaboration with a Memorandum of Understanding (MoU), as reported by Property Industry Eye.
This agreement, not legally binding but based on mutual commitment, outlines how they will work together and share information. Launched in 2022, the NHOS, a voluntary scheme overseen by the New Homes Quality Board (NHQB), has garnered participation from over 100 developers, including names like Barratt and Persimmon.
It offers independent resolution services to customers buying new homes from NHQB-registered developers, guided by the New Homes Quality Code. This code ensures quality service for two years post-reservation or legal completion. Under the MoU, the overlap in jurisdiction between the two ombudsmen is clarified, ensuring clear delineation of responsibilities. Leon Livermore, chief executive of the NHQB, said:
“Consumers can be assured that, where they see our branding, their builder should be working to the new high standards our code demands of them or they can take their case to a strong and independent ombudsman.”
The MoU, aligning with the Building Safety Act 2022 and the Housing Act 1996, will be reviewed every three years or after significant legislative or policy changes. This is to keep it relevant and effective, with an eventual goal of making NHOS a statutory body. Natalie Elphicke MP, founding chair of the NHQB, said:
“I have no doubt that consumers and house builders will both benefit from these reforms to the housebuilding sector – to begin to tackle the scourge of shoddy homes, together with a new homes ombudsman to deal with disputes.”
