Former Information Commissioner joins New Homes Ombudsman Service
The former Information Commissioner, Richard Thomas CBE, has joined the Board of the New Homes Ombudsman Service (NHOS).
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 Ombudsman. Amidst the Government’s commitment to deliver 1.5 million new homes, the Ombudsman has a crucial role to play in providing redress for new homeowners facing problems with the quality of their new-build homes.
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.
Jodi Berg OBE, 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 commented: “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.”
We Are Unchained appoints Toby Martin as chief content officer
We Are Unchained, the marketing collective specialising in the property sector, has announced the appointment of Toby Martin as Chief Content Officer and Unchained Marketer.
Martin is a self-taught technophile and marketing innovator whose work sits at the intersection of artificial intelligence and video content. With experience spanning both agency and in-house roles, he has earned a reputation for helping brands tell smarter stories, faster.
His expertise spans generative video and automation, as well as multi-channel storytelling, combining a sharp eye for emerging tools with a practical sensibility for implementation. As part of Unchained’s leadership team, Martin will focus on developing next-generation content strategies for estate agents, proptech businesses, and related industries.
Simon Leadbetter, Founder of We Are Unchained, said: “Toby represents a new breed of marketer, combining technological fluency with creativity and pragmatism. His appointment reflects our commitment to staying at the forefront of marketing innovation and equipping property businesses with the tools to thrive in a rapidly changing landscape.”
Toby Martin said:
“I’m excited to bring my brand of video, AI and creativity to Unchained. There’s a huge opportunity in our industry for brands willing to be memorable and bold, and I can’t wait to help clients tap into that. Simon’s understanding of the marketing world is second to none, and together we’ll be able to do some very exciting things, blending deep sector knowledge with cutting-edge content to help agents and suppliers stand out and grow.”
In addition to his new role, Martin will be a keynote speaker at The Voice of the Agent Conference at Bletchley Park on 7 November 2025, where he will explore the future of content creation at the intersection of AI and video.
The Voice of the Agent, now established as one of the property sector’s most influential annual events, brings together leading figures from across the industry to share insights, debate challenges, and shape the future of estate agency.
