New build complaints triple as government pledges stronger protections

Complaints about problems with new build homes have more than tripled in just one year, according to the latest report from the industry watchdog. The surge in grievances has prompted dozens of homeowners to contact BBC Your Voice with stories of shoddy building work and safety defects, and has renewed pressure on the government to force developers to sign up to an independent ombudsman.

Among those affected are Alyssa and Johnny, who bought their dream home less than two years ago. An independent expert found more than 150 issues, including walls that were nearly 50mm out of plumb and skylights that would not close. The couple have had to move out twice while repairs are carried out. They say the developer has apologised, offered fully funded alternative accommodation and a significant compensation package, and has offered to buy the house back. But the couple say they would lose tens of thousands of pounds they have invested in the property. "We're trapped. I feel trapped and we feel conned," they said.

Another family, Jess and Daryl, discovered mould ten days after moving in. Within weeks, mould was in every room. The developer says it is continuing to investigate defects and is committed to resolving them, but the family will have to move out while works are completed.

Snaggers, building professionals who inspect new builds, told the BBC they see "horrors" in their work, from chipped basins to wobbly balustrades. The New Homes Ombudsman, which handles disputes between developers and homeowners, says stronger protections are needed for buyers. At the moment, the scheme is voluntary, and the government has repeatedly promised to make it compulsory but has not yet done so.

Housing Secretary Angela Rayner said she is committed to strengthening rights for people who have bought shoddily constructed new homes. Asked whether the government still plans to make the ombudsman mandatory, she said: "Yes. And do you know when it will be? Again, it will be when we can get through the parliamentary time to do it, but we're really clear, we've already made significant changes to make sure that landlords and those that build houses ensure that they're built in a safe way and ensure that people can get redress if people are not repairing them."

The Home Builders' Federation argues that the rise in complaints reflects increased access to the ombudsman rather than worsening quality, and says most buyers are satisfied and builders are investing in higher standards. However, it acknowledges that some developers have not signed up to the scheme because of the cost at an already difficult time for the industry.

The problem is not limited to owner-occupied homes. A block in south London built for rent had severe mould and leaks, with tenants paying up to £3,000 a month. One tenant, Pango, said the building started falling apart after she moved in, and she was eventually evicted so the building could be fully remediated. The current landlord said the building had been approved before it took it on, and the issues relate to the original construction.