Standard
The New Homes Quality Code, explained
A mandatory code of practice for developers of new homes in the UK, run by the New Homes Quality Board. Sets standards for how homes are sold, how snags are resolved and how buyers are treated for the first two years of ownership.
Applies to
- Developers registered with the New Homes Quality Board
- Any new build residential unit sold to a private buyer after the developer registered
Key dates
- December 2022: NHQC v1 becomes mandatory for registered developers.
- January 2024: NHQC v2 published, tightening complaint and resolution timelines.
What the Code requires
The NHQC covers the whole buyer journey: pre-reservation information, contract terms, cancellation rights, deposit protection, quality on completion, snagging, complaints and the after-sales relationship for the first 24 months.
The core obligations for a housebuilder are: a Reservation Information document per plot, a clear Home Warranty position, a defined snagging and defect process with named contacts, a two-stage complaints procedure, and an evidence trail that the New Homes Ombudsman can audit if a resident escalates.
What NHQC v2 changed
Version 2 (in force from 2024) shortened response times for complaints, clarified what counts as an 'emergency' defect (broadly: no heating, no water, no working sanitation, structural safety), and added specific requirements around vulnerable customers.
For housebuilders, the operational impact is response-time tracking. You need to demonstrate that emergency defects were acknowledged within hours and resolved within days, not weeks.
- Acknowledge stage-1 complaints within 3 working days.
- Provide a substantive response within 10 working days.
- Stage-2 responses within 20 working days of escalation.
- Emergency defects: attend within 24 hours where feasible.
Evidence you need per plot
Reservation Information document, signed by the buyer. Home Warranty confirmation. Completion inspection record. Snagging list with resolution dates. Complaints log tied to the plot ID. Post-completion visit records at 6 and 24 months where the buyer opts in.
The Ombudsman audits by plot, not by scheme, so evidence has to be filed against a plot identifier that survives handover to your aftercare team.
Where housebuilders trip up
The three most common findings against developers are: complaints not acknowledged within the timescales, contractors dispatched without a clear defect record, and the two-year customer journey losing continuity when the site closes and the plot passes from sales to aftercare.
All three are workflow problems, not intent problems. The Code is answerable to an audit trail, so if the workflow does not capture the timestamps, the housebuilder cannot prove compliance even when they did the right thing.
Common questions
Is NHQC mandatory?
It is mandatory for developers who have registered with the New Homes Quality Board. Registration is not itself compulsory, but most volume housebuilders and a growing number of SMEs have registered because major lenders, land vendors and Homes England increasingly expect it.
Who enforces the NHQC?
The New Homes Ombudsman investigates escalated complaints from buyers and can require developers to pay compensation or take remedial action. The Quality Board itself can suspend or remove a developer's registration.
Does NHQC replace NHBC or LABC warranties?
No. Warranty schemes cover physical defects and structural issues. The NHQC covers conduct: how the home is sold, how issues are handled and how the buyer is treated. They run in parallel.
How does Ubrix help with NHQC compliance?
Ubrix tracks the full audit trail per plot: reservation documents, snags with timestamps, complaints tagged to the plot, response-time SLAs, and the 6/24 month post-completion check-ins. If an Ombudsman audit lands, the evidence is one export.
Take it with you
Full guide as a PDF
The long-form guide includes worked examples, evidence templates and a per-plot checklist. Free, no signup.
Download the NHQC v1 to v2 comparison (PDF)See how Ubrix captures the evidence you need.
Ubrix stores compliance evidence against the plot, not on shared drives. Timestamps, sign-offs and documents come out as an audit trail on demand.