Consumer protection champion and former Information Commissioner Richard Thomas has joined the board of the New Homes Ombudsman Service (NHOS) at a time of rapidly rising complaints about the quality of new-build housing.

Thomas, who has previously served as Deputy Chair of Which?, the UK’s independent consumer organisation, and legal and leadership posts at the National Consumer Council and the Office of Fair Trading, brings decades of experience in consumer protection and public accountability.

He joins the NHOS board at a pivotal moment for the service. Polling by the Chartered Institute of Building shows that more than half of people believe older homes are of better quality than new builds, while almost a third describe new build housing as ‘poor-quality’.

The NHOS launched in 2022 and provides an independent avenue for complaints in the sector. Since its introduction, the number of cases has risen significantly as more developers have joined the scheme and committed to higher standards.

Current data indicates that complaints handled by the service are set to increase by over 300% in 2025 compared with 2024, highlighting the demand for independent complaints handling and redress across the sector.

Commenting on the appointment, Jodi Berg, Chair of the NHOS Board, said: “We are excited to have Richard join the board at this important time for the ombudsman service. His wealth of experience in consumer protection and regulatory roles will bring invaluable insights and understanding at a time when upholding the quality of new housing is of such importance.

Richard Thomas said: “I am delighted to be joining NHOS at this critical stage in its development. Amidst the government’s ambitious programme for new house building, it is vital that new homeowners know they have an ombudsman that can uphold their rights and ensure fair treatment when things go wrong.

“I look forward to working to support those ongoing efforts and help secure better outcomes for all new-build homebuyers.”