Why Was the New Homes Quality Board (NHQB) Set Up and What It Means for New Build Buyers
If you’ve recently purchased a new build home, you may have heard of the New Homes Quality Board (NHQB).
But why was it created in the first place?
Too many new build buyers felt they weren’t being treated fairly.
Many builders work hard to deliver quality homes. However, over time there were increasing concerns across the industry about:
➔ Inconsistent build quality
➔ Buyers feeling rushed through the sales process
➔ Snagging issues not being addressed promptly
➔ Poor communication after completion
➔ A lack of clear, independent dispute resolution
For many homeowners, the experience changed dramatically once contracts were exchanged and keys were handed over.
The excitement of moving into a brand new property sometimes gave way to frustration, unanswered emails, delays in rectifying defects, uncertainty over what was “acceptable” and what wasn’t.
There was also a clear imbalance. Developers understood warranty terms, building tolerances and complaint procedures. Most buyers did not.
That gap in knowledge often left homeowners feeling uncertain about their rights.
The Purpose of the New Homes Quality Board
The New Homes Quality Board was established in 2021 to improve standards of conduct and customer care in the new build sector.
It introduced the New Homes Quality Code, which sets expectations for how developers must:
➔ Provide clear and honest sales information
➔ Manage aftercare responsibly
➔ Respond to complaints within defined timescales
➔ Treat customers fairly and transparently
It also oversees the New Homes Ombudsman Service, giving buyers access to independent dispute resolution if issues cannot be resolved directly.
In simple terms, NHQB was created to rebalance the relationship between builder and buyer.
But even with this framework in place, one key reality remains.
The Responsibility to Report Defects Still Sits With You
Within the first two years of ownership, it is the homeowner’s responsibility to report defects to the developer.
This is often where difficulties arise.
Many buyers don’t know:
➔ What is considered an acceptable finish
➔ What falls outside warranty tolerances
➔ What is normal settlement shrinkage
➔ What should reasonably be rectified
➔ How to document issues properly
Without clear evidence, concerns can be dismissed as “within tolerance” or “cosmetic.”
That is not scaremongering. It is simply the practical reality of how disputes sometimes unfold.
Why Independent Advice Matters
An independent snagging survey provides clarity.
A structured snagging survey carried out by an independent specialist such as Home Perform:
➔ Identifies defects objectively
➔ Documents them with clear photographic evidence
➔ References relevant standards and tolerances
➔ Provides a professional report you can formally submit
Most importantly, it means you are not navigating the process alone.
When issues are raised clearly and professionally, communication with developers often becomes more straightforward. It shifts the conversation from subjective disagreement to documented evidence.
It’s About Confidence, Not Conflict
Choosing to have a snagging survey is not about being difficult.
It is about:
➔ Protecting your investment
➔ Ensuring reasonable standards are met
➔ Understanding what is and isn’t acceptable
➔ Feeling confident when raising concerns
When you appoint your own independent surveyor, you are choosing someone who works solely for you.
Not the developer. Not the warranty provider. Not the sales team.
For many homeowners, that independent perspective brings reassurance at a time
when they may feel uncertain.
Why This Matters Even More Today
The creation of the NHQB acknowledges that the industry needed improvement in how buyers are treated.
That alone highlights something important: navigating a new build purchase can be complex.
Having professional support early, ideally within the first few weeks after completion can make a significant difference.
It allows defects to be identified clearly while the site team is still active and within the developer’s liability period.
It gives you documentation if issues escalate.
And it reduces the stress of wondering whether something “should” be happening.
Where homeperform fits In
At homeperform, our role is not to create conflict or overwhelm you with technical jargon.
It is to provide independent, evidence-based reporting that supports you in communicating effectively with your builder.
We understand how developments operate. We understand tolerances, warranty structures and industry standards.
Most importantly, we understand that this is your home.
Buying a new build property should feel exciting and secure. The purpose of a snagging survey is to help ensure it stays that way.
The introduction of the New Homes Quality Board was a step towards better protection for homeowners.
Choosing independent advice is the next step in protecting yourself.
If you are unsure about your rights, approaching the end of your two-year period, or simply want clarity on the condition of your new home, professional support can provide confidence, and that is where real value lies.
Book your Snagging Survey Today!
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