New Homes Quality Board

What New Homes Quality Board does

New Homes Quality Board (NHQB) is an independent UK not-for-profit organisation, structured as a private limited company by guarantee (Company No. 13116068), established in 2022 to operate the New Homes Quality Code (NHQC). The Code is a voluntary framework setting quality and customer service standards for UK housebuilders and developers across the entire process from marketing and sales through to after-sales service, with a two-year protection window from legal completion for homebuyers. The Code is backed by the New Homes Ombudsman Service (NHOS), an independent dispute resolution body commissioned and overseen by NHQB that provides free, impartial, and confidential adjudication. As of 2025, the Code covers nearly 60% of new homes being built in England, Scotland and Wales, up from approximately 54% in 2024.

NHQB operates three principal digital platforms: a public website (nhqb.org.uk) serving homebuyers and policymakers with consumer guides, the Register of Developers, and Code documentation; a web-based developer portal (developers.nhqb.org.uk) handling registration applications, CRM, compliance audits, and developer training; and an e-learning platform delivered to customer-facing developer employees prior to activation. No public API, SDK, or AI/ML capabilities are disclosed, and the technology stack is conventional web-based infrastructure using Google Analytics for web measurement. Distribution is supported by a dedicated industry engagement team providing face-to-face training to larger organisations.

Revenue is generated exclusively through annual developer registration fees, tiered by developer turnover. SME developers (turnover under £5m) receive 30%-50% fee reductions (savings of £200-£500), while mid-tier developers (£5m-£40m turnover) receive 13%-38% reductions, with cumulative SME savings of 74% versus July 2023 fees. In October 2025, NHQB was appointed Code Operator for the Shared Ownership Code, extending its regulatory scope to housing providers offering shared ownership homes; a wholly-owned subsidiary with its own Board (chaired by Ann Santry CBE) was created to manage this new vertical. Governance is overseen by an independent Board chaired by Rob Brighouse, with non-voting observer seats held by Homes England and the Home Builders Federation, and an Independent Board Member from Citizens Advice chairing the Consumer Advisory Committee.

Name

New Homes Quality Board

Legal name

New Homes Quality Board Limited

Website

https://nhqb.org.uk

Company type

Private

Founded year

2022

Operating status

Operating

Headcount range

1–10 employees

Short description

Independent UK not-for-profit operating the New Homes Quality Code and commissioning the New Homes Ombudsman Service, setting quality and customer service standards for housebuilders and shared ownership housing providers across England, Scotland and Wales.

Ownership category

akta.pro rank

Product category

Housing Quality Regulation

NAICS

Real Estate Property Managers (53131)

SIC

Services-To Dwellings & Other Buildings (7340)

akta.pro primary industry

Homeowners Association (HOA) Management (BPAJAHAB)

akta.pro secondary industries

HOA / Condominium Association Management (BPAJAFAH), New Development / Declarant Transition Management (BPAJAHAK)

Keywords

• Consumer protection code
• New homes ombudsman
• Housebuilder registration
• Shared ownership code
• Developer compliance

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Developer Annual Registration Fees: NHQB collects annual registration fees from registered developers. Fees are reviewed annually and vary by developer turnover. The not-for-profit organisation is dedicated to regularly reviewing fees to ensure fairness for developers of all sizes. Fee savings of 30%-50% for developers with turnover under £5m, and 13%-38% for developers with turnover over £5m to £40m, were introduced for the financial year 1 July 2025 – 30 June 2026.

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels5 records

Core offering

New Homes Quality Board (NHQB) is an independent not-for-profit organisation that operates the New Homes Quality Code (NHQC), a code of practice setting requirements for developers on quality and customer service across marketing, sales and after-sales. NHQB commissions and oversees the independent New Homes Ombudsman Service (NHOS) to resolve consumer complaints against registered developers. It maintains a public Register of Developers, publishes National New Homes Customer Satisfaction Survey results, and since October 2025 operates the Shared Ownership Code for housing providers.

Product overview

New Homes Quality Board (NHQB) operates a unified regulatory framework centered on the New Homes Quality Code (NHQC), which sets requirements for developers to improve new home quality and customer service. The framework provides an independent complaints resolution service through the New Homes Ombudsman Service (NHOS). NHQB also maintains a public Register of Developers and publishes Customer Satisfaction Survey results. In 2025, NHQB was appointed to operate the Shared Ownership Code as a separate code for housing providers. Developers access the system through a web-based Developer Portal, supported by e-learning training resources. Consumers are served through guidance documents including buying guides and settling-in guides. The NHQB also publishes the New Homes Quality Code in multiple versions and provides downloadable pre-completion inspection checklists. The organization does not appear to have any AI/ML capabilities or public API offerings.

Differentiator

Problem solved

Functional benefit

Brands

• New Homes Quality Code (NHQC): A code of practice established by NHQB to improve the quality of new build homes and strengthen consumer protections for people buying new homes.
• New Homes Ombudsman Service (NHOS)
• Shared Ownership Code

Products and services

• New Homes Quality Code (NHQC) A code of practice that sets requirements for developers to improve the quality of new build homes and strengthen consumer protections, covering the entire process from marketing and sales to after-sales service. Registered developers commit to comply with the Code.
• New Homes Ombudsman Service (NHOS) Independent complaints resolution service commissioned and overseen by NHQB, providing consumers with free, impartial, and confidential adjudication against the Code to resolve disputes with registered developers.
• Register of Developers

Quantifiable outcome

• Nearly 60% of new homes in England, Scotland and Wales protected by the Code as of 2025
• +3 more outcomes

Named customers1 record

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

Partnerships

Six partnerships are on record, tiered notable early adopter, core governance partner, accreditation partner and data partnership.

• LiveWestnotable early adopterOthers · 14 May 2026LiveWest, part of Bromford Flagship LiveWest, is the largest housing provider in the South-West and owns and manages 5,415 shared ownership homes. It became the first housing provider to adopt the Shared Ownership Code operated by NHQB in May 2026. LiveWest was one of eight housing providers that piloted the draft Shared Ownership Code ahead of its formal launch in 2025. The adoption demonstrates LiveWest's sector leadership and commitment to strengthening consumer protection in shared ownership.
• Homes Englandcore governance partnerStrategic or Co-development Partner · 1 October 2025Homes England provides a non-voting observatory board member on the NHQB Board. Alison Crofton, Chief Property Officer for Homes England, serves as the non-voting Board Member. Homes England is the government's housing agency, contributing to NHQB governance and strategic oversight of the Code framework.
• Home Builders Federation (HBF)core governance partnerStrategic or Co-development Partner · 1 October 2025The Home Builders Federation provides a non-voting observatory board member on the NHQB Board. Steve Turner, Director of Communications for HBF, serves as the non-voting Board Member. HBF has led on work regarding the New Homes Ombudsman Service since 2016 and represents the housebuilding industry within NHQB governance.
• Citizens Advicecore governance partnerStrategic or Co-development Partner · 1 October 2025Gillian Cooper, Director of Energy at Citizens Advice, serves as an Independent Board Member of NHQB and Chair of the Consumer Advisory Committee. Citizens Advice represents consumer interests within NHQB governance, ensuring the consumer perspective is central to Code development and operation.
• Chartered Trading Standards Institute (CTSI)accreditation partnerOthers · 1 October 2025NHQB achieved accreditation of the New Homes Quality Code under the CTSI Approved Code Scheme, reinforcing the strong governance framework behind its operation and the standards expected of registered developers.
• HBF National New Homes Customer Satisfaction Survey (warranty providers LABC Warranty, NHBC, Premier Guarantee)data partnershipOthers · 1 January 2025NHQB publishes developer Customer Satisfaction Survey results sourced from the HBF National New Homes Customer Satisfaction Survey, which is a self-completion census with surveys sent to new-build home buyers by warranty providers LABC Warranty, NHBC and Premier Guarantee. Approximately 100,000 surveys are sent annually with around half being completed and returned.

Scale indicators4 records

Recent moves8 records

Expansion highlights6 records

Direct peers

• The Property Ombudsman (TPO): Long-standing independent UK property complaints resolution service covering estate agents, letting agents and property managers. TPO's voluntary registration model with annual fees and free consumer redress closely parallels NHQB's developer registration and Ombudsman model.
• Property Redress Scheme: UK government-approved property consumer redress scheme for estate agents, letting agents and property managers. Operates an ombudsman-style complaints service analogous to NHQB's New Homes Ombudsman Service, addressing similar consumer-protection gaps in the UK housing market.

Others

• Homes England: UK government's housing and regeneration agency. Homes England provides a non-voting observatory board member on NHQB's Board, making it a governance partner whose strategic priorities and funding decisions directly shape NHQB's operating environment.
• Royal Institution of Chartered Surveyors (RICS): Global professional body setting standards in property, land, construction and infrastructure. RICS operates a parallel model of voluntary professional registration, accreditation and redress that closely parallels NHQB's developer registration and Code-compliance framework.
• Home Builders Federation (HBF): UK trade association representing housebuilders. HBF provides a non-voting observatory board member on NHQB and operates the National New Homes Customer Satisfaction Survey, making it both an industry counterpart and a strategic governance partner.
• Chartered Trading Standards Institute (CTSI): UK professional body for trading standards that operates the Approved Code Scheme under which NHQB achieved accreditation. CTSI's role as the gatekeeper for consumer-code accreditation places it in an enabling/regulatory relationship with NHQB.

Broad incumbents

• LABC Warranty: UK local-authority-backed structural warranty provider for new-build homes. As the third warranty data partner feeding NHQB's National Customer Satisfaction Survey, LABC Warranty operates in the same consumer-protection infrastructure adjacent to NHQB.
• NHBC (National House Building Council): UK's leading new-home warranty and standards body, providing Buildmark cover to approximately 80% of new homes. NHBC operates as both a warranty provider and standards-setter, overlapping with NHQB's role and serving as a data partner for NHQB's Customer Satisfaction Survey.
• Premier Guarantee: UK structural warranty provider for new-build and conversion properties. As one of the three warranty providers that supply data to NHQB's Customer Satisfaction Survey, Premier Guarantee operates in the same standards/protection ecosystem as NHQB.

Emerging players

• Dispute Resolution Ombudsman: UK-based independent ombudsman service covering multiple consumer sectors including property-related complaints. Comparable to NHQB's commissioned New Homes Ombudsman Service in offering third-party dispute resolution for consumer-facing complaints.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/nhqb

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about New Homes Quality Board