UK new-build complaints triple as families report defects, damp and mould

September 4, 2026 at 10:07 AM2 min

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Complaints to the New Homes Ombudsman Service more than tripled to over 1,800 in 2025-26, up from fewer than 600 the previous year. Defects and snagging were the most common issues raised. Housing Secretary Angela Rayner said the government plans to set up a mandatory ombudsman as soon as parliamentary time allows.

Key Facts

The New Homes Ombudsman Service received just over 1,800 complaints in 2025-26, up from fewer than 600 the previous year.
An independent inspector identified about 150 faults in a North Lincolnshire home, including wonky walls, bowing windows and a poorly fitted kitchen.
Housing Secretary Angela Rayner said the government plans to set up a mandatory ombudsman as soon as parliamentary time allows.
About a third of all new homes in the UK sit outside the voluntary New Homes Ombudsman Service scheme.
The Conservative government committed in 2022 to establishing a mandatory new homes ombudsman as part of the Building Safety Act.

Complaint Surge

The New Homes Ombudsman Service received 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. The ombudsman says the increase partly reflects more homeowners being eligible to use the service, as well as greater awareness of it. Registrations to the voluntary scheme increased by 26% in the past financial year.

Homeowner Experiences

Elissa and Johnnie moved into their four-bedroom home in North Lincolnshire just before Christmas 2024 and soon started to find defects. An independent inspector, known as a snagger, made a report identifying about 150 faults, including wonky walls, bowing windows and a poorly fitted kitchen. The couple have been forced to move out and are now in a rental home for the second time this year while repairs are carried out. Elissa, who has a long-term health condition, says the stress has led to hospital visits. Dozens of people from across the UK have contacted BBC Your Voice about problems with new-build properties, including black mould, collapsed ceilings and damp.

Ombudsman Reform

The voluntary New Homes Ombudsman Service was set up by big stakeholders in the building industry, but about a third of all new homes sit outside the scheme. The service can intervene when developers are unable or unwilling to fix problems, but it only covers new properties purchased outright, not those bought under shared-ownership. MPs and chief ombudsman Nigel Cates say this urgently needs to change. Housing Secretary Angela Rayner said the government planned to set up a mandatory ombudsman as soon as parliamentary time allowed, adding that homes should be safe and built to last. In 2022, the Conservative government committed to establishing such a service as part of the Building Safety Act, aimed at strengthening safety and regulatory standards in light of the Grenfell Tower tragedy.