The waiting is nearly over. Its official! The New Home Ombudsman is coming! A culmination of two years’ campaigning and ten years dedicated work highlighting the plight of UK new homebuyers.
I spoke. They listened!
The APPG Inquiry report is being finalised and is due for publication in “at the beginning of June 2016.”
On Tuesday 17 May 2016, chair Oliver Colvile MP made a speech at the JCT Parliamentary Reception highlighting the findings and the main recommendations.
He said that he, and “many of his Parliamentary colleagues across the country have had new homebuyers coming to their MP’s surgeries to complain about the way their new home was built. Although the report hasn’t been finalised, I can confirm that the Inquiry Committee has agreed on a number of recommendations and I would like to share a few of those with you”
- A New Homes Ombudsman should be set up. This would mediate disputes between consumers and their builders or warranty providers to offer a quick resolution procedure.
- Standardised house building sales contracts should be enforced, meaning uncertainty surrounding bespoke builders’ contracts would be removed.
- There should be a mandatory right for buyers to inspect and, should they wish, carry out a full survey prior to financial completion. More details of this particular point will be announced in the final report.
- To improve transparency, builders should be required to provide homebuyers with a comprehensive information pack. This would include plain English explanations so that homebuyers can understand exactly what they are buying.”
At last! Peter Redfern admits quality is being compromised in the rush to build new homes
Taylor Wimpey CEO Peter Redfern has said that the Government’s target to build a million homes by 2020 is unachievable and quality will be compromised if the industry does try to meet it. Well if anyone should know about compromising the quality of new homes it’s Redfern! Taylor Wimpey has a terrible reputation for building poor quality homes and when their customers complain, an equally poor record and attitude to fixing these defects. This, despite the claims made on Taylor Wimpey’s website including: “The standard of home building in the UK has never been higher than it is today.” ” it’s like buying a brand new car and driving it out of the showroom” Only with a new car it is unlikely to have as many problems as a new Taylor Wimpey home!
Only last November, Taylor Wimpey were extensively featured on the Dispatches Documentary “Britain’s Nightmare New Homes.” In 2012 Taylor Wimpey were again panned on the BBC Watchdog programme.
The company’s unhappy buyers regularly lambast the builder on social media with the twitter feed #thinkwimpeythinktwice. On 5th December 2015, BBC South today recently featured the story of Evelyn Lallo who has been living in temporary home since June 2015, whilst Taylor Wimpey sorts out serious defects.
APPG Inquiry Second session: – What we suggested.
The majority of those that made submissions to this APPG inquiry into the “Quality of New Build Housing in England” were from either commercial organisations or institutions with a vested interest in or close affiliation to the house building industry. Their presentations would appear to be focused away from the actual problem – housebuilders’ poor workmanship standards and inadequate levels of customer care – with their emphasis on their own operations and/or sustainability and energy conservation. However, the committee were given presentations by what the APPG Secretariat (CIC) deemed “concerned citizens” four in the second session and one in the last session.
Bodge the builder – can they fix it?
Well probably yes, but they will move heaven and earth to avoid doing so. It is at this time of year that I like to produce a light-hearted article, poking fun at the general house building industry. However the increasing poor quality of new homes and the lack of any discernible after sales service mean that most new home buyers have experiences that are as far from funny as you can get.
Nevertheless, this year I am proud to announce the inaugural winners of the “BODGERS” awards. These are the awards for the very worse in everything housebuilding that I have come across over the last twelve months.
The All Party Parliamentary Group for “Excellence in the Built Environment” was formed in July 2010. The group is chaired by Oliver Colvile MP, with Nick Raynsford and the Earl of Lytton acting as vice-chairmen. The latest APPG Inquiry is looking at the Quality of New Build Housing in England and “examining the potential for improving every aspect of the product handed over to new home-owners.” (For details of the full committee see end of this article)
All housebuilders pay compensation eventually if it is justified!
When they say, “We don’t pay compensation” they’re lying – they all do!
Is compensation justified? Well the answer is a resounding yes for many new homebuyers that have experienced the inevitable issues with their new home. This often requiring buyers to take time off work, or use paid leave to be at home to give builder’s sub contractors access to fix fully preventable defects with their new home. The general law also compensates new build homebuyers for distress and inconvenience related to defects in their homes.
When new homebuyers bring up the subject of compensation, I can guarantee the initial response from the housebuilder, be it the sales staff, site manager or the housebuilder’s customer care department will be: “it is not our company policy to pay compensation under any circumstances”.
Well it was about time something was done regarding the dire quality of new homes built in the UK and the total indifference shown by the housebuilders to even begin address the thousands of defective new homes handed over to their misty-eyed customers every year. Something they have all been aware of for many years. This APPG Inquiry is a start.
Whether this latest inquiry by the All Party Parliamentary Group for Excellence in the Built Environment actually forces through the changes so badly required remains to be seen. At the outset, it is only an inquiry and we have had many previously including The Barker Review of Housing Supply in 2004 and the Office of Fair Trading (OFT) ‘Home Building Consumer Survey’ of 2007. Yet as any UK new homebuyer will tell you, the quality of new homes has not improved. In the 2015 results of the HBF New Homes Customer Satisfaction Survey, some 93% of respondents had problems with their new home. Indeed the industry has done such a good job of normalising defective new homes that all of those surveyed actually expected to have some problems after they moved in.
The inquiry will look at the quality of UK new home building and the potential for improving every aspect of the product handed over to new home-owners.
Posted in New Homes, Snagging and Quality
Tagged customer care, end of year figures, help to buy, house builders, new homes, new homes ombudsman, NHBC, quality, snagging, standards