Buying a new build? What recent buyers say and the protections behind you
Buying a new build home is a different process from buying an existing property, and buyers who understand what to expect before they begin tend to have a more confident experience than those who discover the differences mid-transaction. The Home Builders Federation published the results of its national Customer Satisfaction Survey in March 2026, offering a data-informed picture of how buyers across England and Wales experienced their new build purchases. Alongside that, a framework of consumer protections has been developing that materially strengthens the position of new build buyers relative to where it stood a decade ago.
What recent buyers actually said
The 2026 Customer Satisfaction Survey was independently operated by new home warranty providers and verified by Ipsos, with responses collected from buyers eight weeks after receiving their keys. Of those surveyed, 93% said they would recommend their builder to a friend, continuing a streak of more than 90% for the sixth consecutive year. Nine in ten buyers said they were satisfied with the quality of their home, and the same proportion reported satisfaction with the service provided by their builder during the buying process. Eighty-eight per cent said they were happy with the service they received after moving in.
Particularly relevant for first-time new build buyers is the finding that 70% of those surveyed had never previously owned a new build home. Despite that, more than nine in ten said they would buy a new build again in the future. One in five reported fewer snags than they expected.
On the subject of snags
Snags, which is the term used for defects or unfinished items found after a new home is handed over, are a feature of almost every new build purchase. They range from minor cosmetic issues such as paint drips and scratched surfaces to more substantive items such as door alignment, tiling inconsistencies, or plumbing connections that require attention. The HBF's commentary on the survey notes that new homes are built outdoors and by multiple tradespeople, which is why some level of snagging is expected rather than exceptional.
What matters most from a buyer's perspective is not whether snags exist but how quickly and effectively the builder addresses them. The 88% post-move satisfaction figure reflects this. Before completion, a thorough snagging inspection, ideally conducted by an independent snagging surveyor rather than relying solely on the builder's own inspection, gives buyers a documented list of items that need attention and creates a clear record for warranty and dispute purposes.
The New Homes Quality Code and Ombudsman
The consumer framework around new build purchases has been strengthened by the establishment of the New Homes Quality Board (NHQB) and its Consumer Code, which provides buyers of new homes built by member developers with access to the independent New Homes Ombudsman Service. Around 250 builders have signed up voluntarily to the NHQB as of 2026.
Under the NHQB Consumer Code, member builders must provide buyers with clear information about the home and the buying process, honour reservation agreements, give customers access to the property before completion for snagging inspections, and respond to snagging issues within defined timeframes after handover. Where a buyer has a complaint that the builder has not resolved satisfactorily, the New Homes Ombudsman Service provides a free, independent route to have the matter adjudicated.
The HBF has stated its support for making a consistent consumer code and universal access to the Ombudsman mandatory across all new build developers, and successive governments have committed to this. As of October 2026, membership remains voluntary for most builders, which means verifying whether a specific developer is a NHQB member is a relevant step in the due diligence process before reserving.
Structural warranties
Almost all new build homes come with a ten-year structural warranty from a provider such as the National House Building Council or another approved warranty provider. This is a separate protection from the NHQB Consumer Code and covers major structural defects that emerge after the builder's own defects liability period has ended, typically after two years. Lenders require a structural warranty to be in place before providing a mortgage on a new build property, so its existence will be confirmed during conveyancing. Understanding what the warranty covers, particularly the distinction between cosmetic or snag-related items and structural defects, helps buyers set appropriate expectations.
Zero VAT
A practical financial benefit that applies to all new build residential properties is the zero-rating of VAT. New residential properties are not subject to VAT in the same way as renovations or extensions, which means the purchase price reflects what you pay rather than a price to which VAT is then added.
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