He succeeds Alison MacDougall, who retired last month
The New Homes Ombudsman Service (NHOS) has announced the appointment of Nigel Cates (pictured) as its new chief ombudsman, effective at the end of September.
Cates, who succeeds Alison MacDougall, brings senior-level experience in financial services, including roles at HSBC and the Financial Ombudsman Service. He also worked on consumer and competition issues at the Office of Fair Trading.
“Nigel brings significant and relevant experience across the public, private, and not-for-profit sector,” said Jodi Berg, chair of the New Homes Ombudsman Service board. “We are excited to welcome him to NHOS and the wider TDS Group.”
Cates’ appointment comes as the UK government pushes for the construction of 1.5 million new homes, highlighting the need for robust oversight of housing quality.
“With the government’s ambitious housebuilding programme, there is growing recognition that NHOS should be placed on a statutory footing to ensure all new homeowners have access to a first-rate ombudsman service,” he said. “I look forward to working with the New Homes Quality Board and developers to improve housing standards across the UK.”
The New Homes Ombudsman Service helps customers resolve issues with their new homes that developers have not addressed. It covers the period from reservation through legal completion and up to two years after purchase, handling complaints about processes and defects, excluding major issues.
NHOS offers a free, independent service funded by a levy on developers registered with the New Homes Quality Board – a not-for-profit organisation overseeing reforms in home build quality and customer service. It commissioned NHOS to provide impartial redress for buyers when standards are not met.
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