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New Homes Ombudsman

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The New Homes Ombudsman Service (NHOS) was established in 2022 to impartially investigate and resolve complaints about new homes in the UK. The service is led by the New Homes Ombudsman and is commissioned by the New Homes Quality Board, which owns the New Homes Quality Code. The service now covers over 50% of all new homes under construction in the UK and this number is increasing each month. Whilst the New Homes Ombudsman is currently a voluntary scheme, we anticipate it will become a statutory scheme in the future under the Building Safety Act.

NHOS is a subsidiary of the TDS Group, a non-profit distributing company whose core business is delivering tenancy deposit protection and dispute resolution services. The NHOS Board oversees the delivery of the service and protects the independence of the Ombudsman. TDS Group provides key corporate support functions to NHOS such as Finance, HR and technology.

Our current New Homes Ombudsman will be retiring in the summer, and we are now seeking an experienced successor. Your key responsibilities will include:

  • Managing, undertaking, and developing the work of the NHOS Ombudsman Office across England, Wales, Scotland, and Northern Ireland, ensuring its independence and effectiveness.
  • Leading a small casework team based in both Hemel Hempstead and Glasgow and growing a team of Assistant Ombuds and caseworkers as the number of complaints to the service increases.
  • Managing the handling of complaints from initial enquiry through to resolution, managing relationships with internal and external stakeholders, preparing annual reports, overseeing the website and publications
  • Liaising with the TDS Group CEO and other TDS Executive Directors in respect of the delivery of corporate services such as finance, technology, marketing, public relations, customer services, HR and ICR services.
  • Operating as the public face of the service, including with Government, the media, and at conferences and events.

We are seeking to appoint a senior leader with experience of ombudsman schemes and the provision of effective consumer redress. You will safeguard the independence of the service and confidence in the impartiality of the decision-making process, helping raise standards in the industry and to providing effective redress to consumers. You will need to build on the positive relationships we have developed to date with the NHQB, Governments across the UK and consumers. This is a high profile role and your ability to communicate effectively in public fora will be important.

In return we offer an exciting opportunity to lead a growing service and make a lasting positive impact on the experience of consumers and developers in the new homes market.

A full recruitment pack with additional information can be downloaded from this page. 

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