The New Homes Ombudsman Service Reviews 

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to leave a review and for sharing your experience of using the New Homes Ombudsman Service on more than one occasion.

We recognise that it is relatively unusual for a customer to bring multiple complaints to us, and we appreciate the perspective this gives you when comparing outcomes across different cases. Whilst we understand why you may feel that some decisions have been stricter than others, each complaint is considered independently and on its own merits. The evidence, circumstances and issues presented can vary significantly from case to case, which may result in different outcomes even where the complaints appear similar.

As an organisation, we continue to evolve and refine our processes to improve the service we provide. However, our fundamental principles remain unchanged. We are committed to being independent, impartial and transparent in our decision-making, and every complaint is assessed against the requirements of the Code and the evidence available to us.

We appreciate your feedback and thank you again for taking the time to share your views. Feedback from customers helps us to continually review and improve the service we provide.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your experience.

We would like to apologise for the delay in responding to your Subject Access Request (SAR). We recognise that data protection matters are important, and this is not something that we take lightly.

Following a review of this matter, we found that your request had been submitted via a channel that was different from what we would ordinarily expect for SAR correspondence.

That said, we fully acknowledge that the delay in responding was unacceptable, and we are sorry for the frustration this caused.
Since this incident, we have taken steps to strengthen our data protection arrangements, including increasing our dedicated Data Protection Officer resource, to help ensure requests are identified and handled more effectively.

We accept that, on this occasion, our service fell below the standard we expect of ourselves. We apologise for the missed communication and the delay that followed.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your feedback.

We are sorry to hear that you remain dissatisfied with your experience of the New Homes Ombudsman Service.

As an independent Ombudsman scheme, we consider each complaint based on the evidence available and within the scope set out in our Scheme Rules and Code. We recognise that not all customers will agree with our findings or awards, particularly where expectations differ from the remedies available through the Scheme.

We take allegations regarding our staff and service seriously. However, we are also committed to providing a safe and respectful working environment for our colleagues. Our Unreasonable Behaviour Policy makes clear that abusive, threatening, discriminatory, false or unsubstantiated allegations directed at members of staff are not acceptable and may result in restrictions being placed on future contact.

In this case, following a review of the communications received, the decision was taken to cease further correspondence. This decision was not made lightly, but was considered necessary to protect staff wellbeing and ensure that organisational resources could continue to be used effectively for all customers seeking our assistance.

We appreciate all feedback and regularly review customer comments to identify opportunities to improve our service, whilst remaining independent, impartial and transparent in our decision-making

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to leave a review.

We are sorry to hear that you were dissatisfied with your experience of the New Homes Ombudsman Service.

Our teams include experienced complaints, dispute resolution and customer service professionals who assess each complaint carefully against the evidence provided and the requirements of the New Homes Quality Code and Scheme Rules.

We understand that it can be disappointing when a complaint is not upheld, particularly where a customer has invested significant time and effort in pursuing their concerns. However, our role is to remain impartial and reach decisions based on the available evidence. Where we are unable to uphold a complaint, this does not mean that a customer's concerns have not been considered; rather, it reflects that the evidence presented was not sufficient to support the findings sought within the scope of our Scheme.

The New Homes Ombudsman Service does not act on behalf of either customers or developers. Our independence is fundamental to our role, and we are committed to ensuring that all parties are treated fairly and consistently throughout the complaint process.

We recognise that not every customer will agree with our conclusions, but we remain committed to providing a transparent, impartial and evidence-based service. We value all feedback and use it to help inform our ongoing development as an organisation.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your feedback.

We are sorry to hear that you were dissatisfied with your experience of the New Homes Ombudsman Service.

We take all feedback seriously and would welcome the opportunity to better understand the concerns that have led to your view. As an independent Ombudsman scheme, our role is to consider complaints impartially and reach decisions based on the evidence available and the requirements of the New Homes Quality Code and Scheme Rules. We recognise that customers will not always agree with the outcome of their complaint, but we are committed to acting fairly, transparently and independently.

If you would be willing to discuss your experience further, we would encourage you to contact our Head of Operations by emailing customer.services@nhos.org.uk. We would welcome the opportunity to listen to your concerns and learn from your feedback.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your feedback.

We are sorry to hear that you were dissatisfied with both the time taken to conclude your complaint and the level of compensation awarded.

We recognise that pursuing a complaint can require a significant investment of time and effort, and we understand how disappointing it can be when the outcome does not meet your expectations, particularly where aspects of your complaint have been upheld.

As an independent Ombudsman scheme, our role is to assess each complaint on its individual circumstances and determine appropriate remedies based on the evidence available, the impact identified and the requirements of the New Homes Quality Code and Scheme Rules. Compensation awards are not intended to be punitive and must be proportionate to the findings made in each case. We appreciate that customers will not always agree with the level of award reached.

We also acknowledge your concerns regarding the length of time taken to conclude your complaint. We continually review our processes and resources to improve the timeliness of our service while ensuring that complaints receive careful and thorough consideration.

Whilst we respect that you remain disappointed with the outcome, we thank you for taking the time to provide your feedback and for engaging with the Scheme.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your feedback.

We are sorry to hear that you were dissatisfied with your experience of the New Homes Ombudsman Service.

We would like to clarify that the New Homes Ombudsman Service is wholly independent and is not affiliated with, nor does it act on behalf of, developers, warranty providers or any other party involved in a complaint. Our role is to impartially assess disputes brought to us under the New Homes Quality Code and make decisions based on the evidence available.

We recognise that customers may not always agree with our findings or the outcomes of their complaints, particularly where expectations differ from the remedies available through the Scheme. However, our independence and impartiality are fundamental principles of our service, and all complaints are assessed on their individual merits.

We appreciate that you remain disappointed with your experience and thank you for taking the time to provide your feedback. Customer feedback plays an important role in helping us continually review and improve the service we provide.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your feedback.

We are sorry to hear that you were dissatisfied with your experience of the New Homes Ombudsman Service.

We would like to clarify that The New Homes Ombudsman Service operates independently of developers and is required to assess complaints impartially and on the evidence presented. Our decisions are not influenced by either party to a complaint.

We recognise that customers can find the complaint process frustrating, particularly where complex issues require detailed investigation or where the outcome does not meet their expectations. We also acknowledge that the time taken to conclude a complaint can be a source of disappointment, and we continually review our processes and resources to improve the timeliness of our service.

The purpose of the Scheme is to provide customers with access to a free, independent dispute resolution service under the New Homes Quality Code. While we understand that not every customer will agree with our findings or remedies, all complaints are assessed on their individual merits and against the evidence available.

We appreciate your feedback and thank you for taking the time to share your views.

Antwoord van The New Homes Ombudsman Service

3 dagen geleden

Thank you for taking the time to share your feedback.

We are sorry to hear that you were dissatisfied with your experience of the New Homes Ombudsman Service.

We appreciate that pursuing a complaint can require considerable time and effort, and we understand how frustrating it can be when the outcome does not meet your expectations. We also recognise that where a customer has gathered extensive evidence to support their complaint, it can be particularly disappointing if some of their concerns are not upheld.

We would like to clarify that the New Homes Ombudsman Service is independent of both developers and warranty providers. Our decisions are made independently and are based on the evidence available, the requirements of the New Homes Quality Code and the specific circumstances of each case. Our role is not to advocate for either party, but to assess complaints impartially and fairly.

Differences in the evidence available from each party do not determine the outcome of a complaint by themselves. Our investigators and Ombudsman carefully review all information submitted and assess its relevance, reliability and weight when reaching a decision. We recognise that customers will not always agree with the conclusions reached, particularly where there are differing views about the facts or about what constitutes an appropriate remedy.

We are sorry that you felt the process did not deliver the level of protection or accountability you were seeking. Feedback such as yours is important to us, and we continue to review and develop our service to ensure that complaints are handled as fairly, transparently and consistently as possible.