WHY THIS
MATTERS NOW
The UK new homes sector is entering a period of significant regulatory and operational change. While the procurement process for the single mandatory consumer code and New Homes Ombudsman is expected to begin in 2026, the Government has confirmed that the new framework is intended to be fully operational by June 2028.
For developers, this is not a distant deadline. The organisations that begin preparing now will be best positioned to implement commercially viable sustainable changes, minimise disruption and demonstrate compliance when the new requirements take effect.
The transition places increasing focus on:
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Mandatory consumer code requirements
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Consistent complaints handling standards
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Customer journey accountability
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Governance and reporting processes
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Ombudsman readiness and dispute resolution
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Evidence-based compliance and audit trails
OUR SERVICES
Operational Readiness
Audits, reviews and compliance preparation.
Customer Journey & Experience
End-to-end customer journey transformation.
Complaints, Governance & Risk
Complaint handling, escalation and operational governance.
Advisory, Training & Support
Leadership support, workshops and retained consultancy.
EARLY PREPARATION
MATTERS
Many of the expected requirements cannot be addressed through policy updates alone. They require organisations to review and strengthen:
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Customer care and complaints processes
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Internal governance and accountability structures
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Cross-functional collaboration between sales, construction and customer service teams
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Staff training and behavioural standards
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Data collection, reporting and record keeping
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Escalation and resolution procedures
Developers who act early can identify operational gaps, implement improvements in a controlled way and build confidence across their teams before the new framework becomes mandatory.
By contrast, organisations that delay preparation may face compressed implementation timescales, increased operational risk and greater scrutiny as the sector moves towards a unified consumer protection framework.
Prior to joining NHQB, Amy was Group Head of Customer Relations at Gleeson Homes, where she designed and implemented the company’s national customer care structure, introduced innovative customer service systems and led the transformation of customer journey processes in line with emerging industry standards. Her work contributed to measurable improvements in customer satisfaction, operational consistency and quality assurance across the business.
Amy’s experience also includes senior customer service leadership positions with Harron Homes and Redrow Homes, giving her first-hand understanding of the operational challenges faced by developers of all sizes.
Today, through Wright New Homes Consultancy, Amy helps developers, housebuilders and residential operators prepare for the evolving consumer protection landscape. Her approach combines strategic insight with practical operational experience, helping organisations identify risks, strengthen customer-facing processes and embed standards that improve both compliance and customer confidence.
Known for her collaborative leadership style and pragmatic approach, Amy works closely with leadership teams to translate regulatory expectations into practical, measurable operational improvements.
Her expertise includes:
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New Homes Quality Code implementation
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Ombudsman and consumer code readiness
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Customer journey transformation
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Customer care operations
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Complaints and escalation management
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Audit and accreditation programmes
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Quality assurance and handover standards
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Operational governance and reporting
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Stakeholder and board engagement
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Team development and organisational change
ABOUT AMY WRIGHT
Amy Wright is a highly experienced operational leader with more than 20 years’ experience across the UK housebuilding, customer operations and regulatory compliance sectors.
Throughout her career, Amy has held senior leadership positions within both national and regional housebuilders, leading customer service transformation, operational improvement programmes and quality assurance initiatives across complex multi-site organisations.
Most recently, Amy served as Operations Director for the New Homes Quality Board (NHQB), the independent body responsible for overseeing the New Homes Quality Code. In this role, she worked directly with housebuilders across the UK to drive adoption of the Code, lead national audit and accreditation programmes, influence industry standards and support organisations in improving customer outcomes.
"Amy is a highly capable leader with a proven track record of improving customer experience, operational performance and quality standards. During her time at Gleeson Homes, she built and transformed our customer relations function, delivering measurable improvements across the business. She combines strategic thinking with practical delivery and is someone I would confidently recommend to any organisation looking to drive meaningful change."
Mark Knight
Former Chief Executive Gleeson Homes
"As with any business, a transition to a new code of practice or way of working can be quite stressful for the team implementing a change and for the wider team adopting it.
Here at Cameron Hall Homes, we transitioned the New Homes Quality Code in Winter 24/25 - Amy was a godsend. Amy helped us form the foundations for our company adopting the NHQC, navigated us through the onboarding process which for us was seamless, even visited us a number of times to check the team’s understanding and to provide hands on training and support. As a new SME builder in a time of industrial change, such a supportive and knowledgeable person is hard to come by, and to find one who was willing to help as much has been a true hand of friendship. We would strongly recommend Amy and her services to any builder from PLC to SME”
Jamie Hooton
Head of Sales, Cameron Hall Homes
"With Hills Homes Developments Ltd transitioning to adopt the new NHQB code, it was imperative that it was managed quickly, concisely, and also professionally, highlighting to the team at all levels it's importance, and also the Pro's and Con's of the code.
It was apparent very quickly that Amy was the right person to help us navigate the new direction of travel, she communicated exceptionally well to the team and made herself readily available to answer questions, or look to provide responses as soon as reasonably practicable.
We feel comfortable as we enter a busy period that we are well prepared to manage the process and Amy was key to providing that comfort"
Mark Tinson MAPM
Managing Director, Hills Homes Developments Ltd.
READY TO ARRANGE A READINESS DISCUSSION?
To discuss how your organisation is preparing for the evolving consumer protection landscape, please get in touch.