Families move out of 'nightmare' new-build homes plagued by defects, damp and mould
Summary
Many families in the UK are moving out of new houses that have serious problems like damp, mould, and structural faults. Complaints about these issues to the New Homes Ombudsman Service have tripled in one year, highlighting widespread concerns about the quality of new-build homes.Key Facts
- A couple, Elissa and Johnnie, had to leave their new four-bedroom home due to about 150 faults including crooked walls and poorly fitted kitchens.
- Many new home buyers, renters, and social housing residents in the UK reported problems like mould, damp, and collapsing ceilings.
- Complaints to the New Homes Ombudsman Service increased from fewer than 600 to over 1,800 in 2025-26.
- The ombudsman service covers new homes bought outright but not shared-ownership properties.
- About one-third of new homes are outside the ombudsman's voluntary scheme, including Elissa and Johnnie’s home.
- The UK government plans to make the ombudsman service mandatory to ensure homes are safe and well-built.
- The increase in complaints partly comes from more homeowners being eligible to use the ombudsman and greater awareness of the service.
- The Building Safety Act 2022 includes plans to improve home safety and regulatory standards after past building disasters.
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