The latest report from the New Homes Ombudsmen Service (NHOS) shows a worrying trend of increasing complaints from buyers of new homes across the country, specifically a 204% increase of complaints in 2025/26 (1,802) compared to the same period in the previous year (593).

Whilst complaints will range from minor cosmetic snags to more fundamental structural issues, it is also important that we, as agents, deliver strong advice and guidance to our builder clients to ensure their documentation is as water tight as can be from the outset.  Often a new-home owner will report a snag which is, in reality, a misunderstanding of specification, and it is key that robustly worded reservation agreements are in place which make clear reference to the specification of each plot on the site.  This then supports the specification details in our marketing materials and sales brochures.

Of equal importance is our instruction to builder’s lawyers and the need to ensure specification details are referred to in plot sale agreements and, of course, that if things change prior to exchange of contracts, those variations are reflected in that contract.

A good plot sale agreement will also include well defined snagging process clauses which gives the buyer the reasonable opportunity to raise issues but also limit the timeframe on this (to ensure buyers do not come back for years on end with very minor issues (often wear and tear)) and also creates a clear process that both parties can work to.  We help our developers to pull this together with their lawyers.

At the more serious end of complaints, it is crucial that structural defects insurances and warranties are put in place at an early stage of the development.  Not only does this give builders the back-up they need going forwards, it also provides potential buyers with up-front reassurance and is a strong sales tool to add to the marketing pack.

Get in touch to find out how we can help protect your development and give buyers greater confidence.