Key facts
- Dozens of UK homeowners are reporting severe defects in new-build properties, including structural issues, damp, and mould.
- One couple, Elissa and Johnnie, identified around 150 faults in their home, forcing them to move out and undergo repairs.
- Complaints to the New Homes Ombudsman Service (NHOS) have more than tripled in the last year, with defects and snagging being the most common issues.
- The NHOS currently excludes shared-ownership properties, leaving some homeowners without recourse.
- The government plans to establish a mandatory ombudsman to ensure homes are safe and built to last.
Dozens of homeowners across the UK are reporting severe issues with newly built properties, ranging from structural defects and damp to mould and collapsed ceilings. Elissa and Johnnie, who bought their four-bedroom home 20 months ago, have been forced to move out after an independent inspector identified approximately 150 faults, including wonky walls and a poorly fitted kitchen. The stress has reportedly led to Elissa requiring hospital visits.
These accounts come as the New Homes Ombudsman Service (NHOS) has seen a more than threefold increase in complaints over the past year, receiving just over 1,800 complaints in 2025-26, up from fewer than 600 the previous year. Defects and snagging were the most common issues raised.
While the NHOS, established by industry stakeholders, has seen registrations increase, about a third of new homes remain outside the scheme. This includes shared-ownership properties, which are not covered by the service. Elissa and Johnnie's home, for example, is not covered by the NHOS. The ombudsman can intervene when developers are unable or unwilling to fix problems, but its current scope is limited.
MPs and chief ombudsman Nigel Cates are calling for urgent changes. Housing Secretary Angela Rayner has indicated the government plans to establish a mandatory ombudsman service. This follows a commitment made in 2022 under the Building Safety Act to strengthen safety and regulatory standards.
Elissa and Johnnie's home in North Lincolnshire, purchased before Christmas 2024, soon revealed defects. An independent surveyor's report for Stonebridge Homes noted "low standard" mortar work likely to cause cracking and an "inward lean" in the outer walls, deviating up to 50mm, far exceeding the 8mm maximum over three metres. The couple have spent hundreds of hours dealing with the problems, with Elissa experiencing chest pains attributed to stress. Stonebridge Homes has apologized and is discussing the construction, offering alternative accommodation and relocation costs. They also offered to buy the home back, but the couple estimate they would lose £100,000 due to renovation costs, fees, and Stamp Duty.
Other residents on the 48-home development have also reported issues, with at least one other family needing to move out for renovations. Elissa and Johnnie believe quality control was lacking and that more stringent legislation is needed. A senior Stonebridge employee reportedly mentioned pressure to increase output, sometimes compromising quality. Stonebridge Homes stated customer service is a priority and they have clear processes for concerns, but did not provide specific answers to the criticisms raised.
Ombudsman Cates highlighted that the way developers handle complaints is a major issue for homebuyers. He stressed the need for developers to take homeowners seriously and provide swift resolutions. New homes are typically inspected during construction by local authorities or approved inspectors to ensure they meet building regulations, and most developers offer 10-year warranties. However, experts like John Cooper of New Home Quality Control state that current checks are insufficient, with his inspectors frequently finding breaches of regulations. A panel of experts described parts of the building industry as the "wild west."
Jess and her partner Darryl, who purchased a shared-ownership home, also found black mould 10 days after moving in. Their surveyor's report indicated walls may have been wet when plasterboard was installed. As their home is not covered by the NHOS, they feel they are living in a "nightmare."