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Elissa and Johnnie’s experience with their so-called “forever home” has turned into a distressing ordeal. Purchased 20 months ago, their four-bedroom property is now enclosed in scaffolding and reduced to bare breeze blocks amid ongoing repairs. Due to numerous faults, the couple has had to vacate the house and seek alternative accommodation not once, but twice this year. Their case is just one among many highlighting problems faced by new-build homeowners across the UK.
An independent inspector, often referred to as a “snagger,” uncovered around 150 defects in their home, including crooked walls, warped window frames, and poorly installed kitchen fittings. Elissa, who suffers from a chronic health condition, has endured significant stress, prompting multiple hospital visits. These issues are echoed by others who have contacted the BBC Your Voice initiative, sharing their struggles with newly built homes. Complaints come from outright buyers with mortgages, shared-ownership purchasers, private renters of new builds, and social housing residents alike, all reporting feelings of anxiety and desperation due to the poor condition of their properties.
The rising number of complaints is reflected in the New Homes Ombudsman Service’s (NHOS) latest annual report, which shows that complaints have more than tripled in the past year—from fewer than 600 in 2024-25 to just over 1,800 in 2025-26. Most concerns pertain to defects and snagging issues. Though the NHOS was created voluntarily by major construction industry players and saw registrations increase by 26% last year, approximately one-third of new homes, including Elissa and Johnnie’s, remain outside its coverage. The service can act when developers fail or refuse to fix problems but is limited to homes purchased outright, excluding shared-ownership properties. MPs and the chief ombudsman, Nigel Cates, emphasize the urgent need to close these coverage gaps.
Housing Secretary Angela Rayner has responded to these concerns by confirming plans for a mandatory ombudsman service once parliamentary time allows, stressing that homes should be “safe” and “built to last.” This follows a 2022 commitment by the previous government through the Building Safety Act, which was introduced to improve safety and regulatory standards after the Grenfell Tower disaster. Meanwhile, Elissa and Johnnie’s North Lincolnshire home, which they moved into just before Christmas 2024, showed significant deficiencies shortly after their arrival. A contractor sent by their builder, Stonebridge Homes, worsened some problems, according to Johnnie. An independent surveyor’s report for the developer pointed out substandard mortar and walls that lean inward by up to 50mm—far exceeding the acceptable limit of 8mm over three metres, according to warranty providers. The couple estimate they have spent hundreds of hours managing these issues, with Elissa’s health suffering as a result.
Stonebridge Homes issued an apology and is negotiating with the couple about the repair work. The company has arranged alternative accommodation and covered related relocation costs while repairs continue. It has also offered to buy the property back, but Elissa and Johnnie would face a financial loss of approximately £100,000 after expenses including renovations, legal fees, and Stamp Duty. Other residents on the same 48-home development have reported problems, with at least one more family relocating due to necessary remedial works. The couple feel there was insufficient quality control during construction and advocate for stricter legislation to prevent builders from delivering subpar homes. Elissa mentions that Stonebridge staff admitted they were pressured to increase output, which sometimes compromised quality. The developer declined to comment specifically on these claims but emphasized customer service and the availability of clear complaint processes.
Chief Ombudsman Nigel Cates highlights that the most significant grievance for homeowners is often how developers respond to complaints rather than the defects themselves. He stresses the importance of developers promptly addressing issues and treating buyers with respect. New homes undergo multiple inspections by local council building control or third-party bodies to ensure compliance with regulations, with many developers also providing 10-year warranties through insurers. However, as the government aims to build 1.5 million homes in England by 2029, experts like John Cooper, director of New Home Quality Control, warn that rushing could lead to widespread failings. Cooper regularly uncovers breaches in building standards, including issues with insulation, brickwork, and carpentry, underscoring insufficient pre-handover inspections. A recent expert panel told parliamentary committees that the building sector can feel like the “wild west,” lacking consistent regulation, with Cates advocating for uniform protections and ombudsman access for all homeowners.
The Home Builders Federation supports a statutory ombudsman covering all new-build buyers but calls on the government to reduce what it describes as the “regulatory burden” that has made many construction projects unviable. Meanwhile, homeowners like Jess and Darryl in Somerset face similar challenges under shared-ownership schemes, which NHOS does not cover. Jess found black mould shortly after moving in, describing the situation as a nightmare after investing all their savings. In Essex, social housing tenant Luke Weaver contacted BBC Your Voice about mould and damp affecting his young son’s health. Although his case falls outside the NHOS remit, he was supported by the Housing Ombudsman, which oversees social landlords like Luke’s housing association, Clarion. The ombudsman criticized Clarion’s handling of the issues despite the builder, Dandara, being responsible during the defect period. Clarion apologized, agreed to further inspections, and paid compensation. Dandara stated a recent End of Defects inspection only found minor issues due for completion soon. Luke says the ombudsman’s involvement has been crucial in securing help and recognition for his concerns
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