Alison is a very experienced Ombudsman, having held senior positions with the Office of the Independent Adjudicator dealing with student complaints, the Police Complaints Authority, where she dealt with serious complaints involving deaths in custody and The Dispute Service where she has had overall responsibility for the dispute resolution service relating to tenancy deposits.
A law graduate she is an Associate Member of the Chartered Institute of Arbitrators [CIARB].
Sara Hesp is a Lead Ombudsman in NHOS. She has worked at the Valuation Office Agency, she sits on the First Tier Tribunal [Property] Scotland as a Lay member and has worked as a Lead Adjudicator at the Dispute Service.
Paula is very experienced in dispute resolution and complaints management. She has worked within the private rented sector and with private house builders and retail outlet developers for the last fifteen years. An Associate Member of the Chartered Institute of Arbitrators (CIARB) and an EMP Member of Propertymark (MARLA).
The New Homes Ombudsman Service is a subsidiary of the Dispute Service Ltd, which is a not for profit company specialising in dispute resolution work in relation to tenancy deposits in the private rented sector and tenant-landlord mediation and conciliation for issues arising during a tenancy.
The NHO Service Board oversees the work of the Ombudsman and meets four times a year. It has a majority of directors who are independent of the housebuilding industry. It has no involvement in decisions taken by the Ombudsman, but does review the operation and management of the Service.
The Board has a majority of independent directors and consists of:
*Alison MacDougall, the New Homes Ombudsman attends Board meetings, but is not a Director.
NHO Service Ltd is a wholly owned subsidiary of The Dispute Service Ltd.
Janey Milligan is the NHOS Independent Complaints Reviewer with responsibility for reviewing complaints about the way in which the New Homes Ombudsman Service handles cases. Her role is not to review decisions of the Ombudsman but instead to ensure that the NHOS policies and procedures have been complied with where there is a complaint that has exhausted the internal complaints procedure.
She is fully independent of the NHOS and reports directly to the Board of the NHOS.
Janey has worked in the construction industry for 40 years initially qualifying as a Chartered Quantity Surveyor in 1985. Janey is a qualified Arbitrator, Adjudicator & accredited Expert Witness and continues to lecture and tutor on various professional bodies courses and conferences on dispute resolution topics.
The New Homes Ombudsman Service is free for customers to use.
Its costs are funded by the New Homes Quality Board via a levy charged to those Registered Developers who have registered with the New Homes Quality Board and have adopted the New Homes Quality Code.
The New Homes Quality Board (NHQB) is an independent not-for-profit body which was established for the purpose of developing a new framework to oversee reforms in the build quality of new homes and the customer service provided by developers.
Based on the principles of independence, transparency and integrity, its objectives are to deliver a consistently high standard of new home quality and service, and to strengthen complaints handling and redress for purchasers of new-build homes where these high standards are not achieved.
The NHQB has commissioned the New Homes Ombudsman Service to provide an independent Ombudsman service for customer complaints.
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New Homes Ombudsman Service is operated by The Dispute Service Ltd, which is a company registered in England and Wales with number 4851694. Registered Office Address: West Wing, First Floor, The Maylands Building, 200 Maylands Avenue, Hemel Hempstead, HP2 7TG.