Coronavirus final Coronavirus final

COVID-19

We're adapting to the challenges of
COVID-19 to maintain our service to you.

Find out more below

LAST UPDATED: 27th March 2020

In light of the uncertainty faced around COVID-19, NHBC wants to keep you informed of the action being taken to ensure we can provide you with the support that you need. Our cross-disciplinary taskforce is continually reviewing the COVID-19 situation and has prepared these Frequently Asked Questions (FAQ) which will be continually updated as events change. Contact details for colleagues who can support you with further information can be found here.

Use the buttons below to see the right FAQs for you:

General

For Builders and Developers For housing associations

For homeowners For conveyancers For suppliers

General FAQs

Will you close your offices?

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Following Government guidance, we have closed all of our offices including London, Milton Keynes, Belfast and Edinburgh. Rest assured we are well equipped for homeworking and we do not anticipate any disruption to the service we provide.

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Will you still be receiving and sending post?

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We are working through how our mailing services will operate in light of the latest Government guidelines and the closure of our offices.

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What precautions is NHBC taking to prevent the spread of coronavirus?

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We are monitoring Public Health England guidelines about prevention and spread of coronavirus (COVID-19) and ensuring our team members are kept fully informed about the latest guidance and rules. The wellbeing and safety of our team members, customers and business partners remains of the utmost priority.

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What is NHBC doing to support its team members?

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NHBC is regularly communicating with our team members and supporting them through this challenging time. We are particularly mindful of the needs of vulnerable team members and those who are carers and parents. Our Employee Assistance Helpline and Mental Health First Aiders are available to team members as required.

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What can we do to help?

Call 0344 633 1000 and ask for 'Customer Services' or send us an email.

FAQs for Builders and Developers

Will I still be able to get cover notes?

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Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.

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How do I get in contact with my Engineer, Project Manager or Surveyor if they are now working from home?

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Our team members who work from home have full access to all of their office systems including email and phones. You can therefore contact them via your usual method.

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Will NHBC be able to provide CML certificates as normal?

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Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.

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Will NHBC be able to provide Building Control final certificates as normal?

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Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.

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Will NHBC be able to provide EPC certificates as normal?

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Yes, please contact Technical Support by email at Energyrating@nhbc.co.uk.

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What is happening with Claims inspections and remedial work?

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Our Claims teams and Investigators are still actively working but there are be a number of changes to how they operate. NHBC will replace physical visits with desktop investigations including requests for photographs, video or FaceTime in order to assess claims. Where physical visits are required at some stage, we will schedule these in once further information from Government about the extent of a continued lockdown is forthcoming.

Builders and Homeowners will continue to be updated on our findings but reports will be issued only via email.

Remedial work in progress by our contractors will, subject to agreement by the homeowner, be completed insofar as is possible by the end of this week. Thereafter works will stop until Government guidance tells us that it is acceptable to do re-commence. Work in progress will be left as secure and watertight as possible.

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What is happening with site visits?

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Where builders have chosen to keep sites open, NHBC will continue to carry out Key Stage Inspections, until we have Government guidance that requires us to operate differently. Any NHBC visit to site must adhere to strict hygiene and social distancing protocols. If our staff feel that the protocols cannot be maintained, we have instructed them to leave immediately. The health and wellbeing of our staff, customers and business partners remains our top priority and we are keeping this advice under constant review should circumstances change.

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How is NHBC Technical Operations affected?

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Our Technical Operations teams are working from home at present, maintaining a business-as-usual service. They are also focusing on clearing outstanding matters, such as conditions (particularly older ones), so that we will be better able to respond when we emerge from the Covid-19 pandemic. Please ask your technical teams to continue to liaise with their technical contacts at NHBC.

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Who can support me with forward planning?

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Our Regional Directors will be contacting Regional teams/Construction Directors to understand your local issues and priorities, and to talk about forward planning. This will build on conversations that are already happening. The more we can share information and do some meaningful contingency planning, the better prepared we will be to respond appropriately as the coronavirus situation develops.

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Will you continue to operate the National New Homes Surveys (CSS)?

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We continue to operate both the 8 week and 9 month surveys, and even though our Milton Keynes office has closed, we are currently still dispatching and receiving surveys and reminders by post. There may be a delay in processing the postal elements of the surveys, but they are still running. We will advise if the position changes.

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Should I still submit information via the NHBC Portal if my usual contact is working from home?

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Yes, submitting information via the NHBC Portal ensures it goes directly to the person responsible for the project. It also enables colleagues to access the information should your usual contact fall ill or be unable to work for whatever reason.

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Can I still register sites with NHBC?

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Yes, our business continuity plans are in place and we are maintaining normal service levels.

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Can NHBC arrange an extension for people in the first 2 years of their new home warranty to avoid contractors coming into homes now and take the pressure off homeowners wanting to get things done before the end of the deadline?

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While homeowners must notify their builder of a claim within the first two years of cover (the builder liability period), the works do not need to have been carried out within this time. If remedial works are delayed due to the Covid-19 outbreak, policy holders who have made claims within the builder liability period will not be penalised.

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How can I get the training I need during this period?

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NHBC is considering alternative solutions to provide training during times when social distancing measures are in force. Please contact training@nhbc.co.uk to discuss these further.

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What is happening with your events such as Building for tomorrow and training courses?

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We have taken the decision to postpone or cancel all NHBC organised or hosted training courses and events for a period. This includes the cancellation of our Building for tomorrow programme. If any members of your team have booked a place at one of our upcoming events or training courses, they will receive more detailed information directly. Wherever possible, we will seek to minimise disruption and put in place viable alternatives, such as webinars, should these prove feasible.  Full refunds will be given to all of those who require them. Please contact events@nhbc.co.uk should you have any queries.

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FAQs for Housing Associations

How do I get in contact with my Engineer, Project Manager or Surveyor if they are now working from home?

See answer

Our team members who work from home have full access to all of their office systems including email and phones. You can therefore contact them via your usual method.

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Will NHBC be able to provide CML certificates as normal?

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Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.

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Will NHBC be able to provide Building Control final certificates as normal?

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Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.

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Should I still submit information via the NHBC Portal if my usual contact is working from home?

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Yes, submitting information via the NHBC Portal ensures it goes directly to the person responsible for the project. It also enables colleagues to access the information should your usual contact fall ill or be unable to work for whatever reason.

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How can I get the training I need during this period?

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NHBC is considering alternative solutions to provide training during times when social distancing measures are in force. Please contact training@nhbc.co.uk to discuss these further.

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What is happening with Claims inspections and remedial work?

See answer

Our Claims teams and Investigators are still actively working but there are be a number of changes to how they operate. NHBC will replace physical visits with desktop investigations including requests for photographs, video or FaceTime in order to assess claims. Where physical visits are required at some stage, we will schedule these in once further information from Government about the extent of a continued lockdown is forthcoming.

Builders, Developers and Homeowners will continue to be updated on our findings but reports will be issued only via email.

Remedial work in progress by our contractors will, subject to agreement by the homeowner, be completed insofar as is possible by the end of this week. Thereafter works will stop until Government guidance tells us that it is acceptable to do re-commence. Work in progress will be left as secure and watertight as possible.

See answer

Can NHBC arrange an extension for people in the first 2 years of their new home warranty to avoid contractors coming into homes now and take the pressure off homeowners wanting to get things done before the end of the deadline?

See answer

While homeowners must notify their builder of a claim within the first two years of cover (the builder liability period), the works do not need to have been carried out within this time. If remedial works are delayed due to the Covid-19 outbreak, policy holders who have made claims within the builder liability period will not be penalised.

See answer

FAQs for Homeowners

What is happening with Claims inspections and remedial work?

See answer

Our Claims teams and Investigators are still actively working but there are be a number of changes to how they operate. NHBC will replace physical visits with desktop investigations including requests for photographs, video or FaceTime in order to assess claims. Where physical visits are required at some stage, we will schedule these in once further information from Government about the extent of a continued lockdown is forthcoming.

Builders, Developers and Homeowners will continue to be updated on our findings but reports will be issued only via email.

Remedial work in progress by our contractors will, subject to agreement by the homeowner, be completed insofar as is possible by the end of this week. Thereafter works will stop until Government guidance tells us that it is acceptable to do re-commence. Work in progress will be left as secure and watertight as possible.

See answer

Can NHBC arrange an extension for people in the first 2 years of their new home warranty to avoid contractors coming into homes now and take the pressure off homeowners wanting to get things done before the end of the deadline?

See answer

While homeowners must notify their builder of a claim within the first two years of cover (the builder liability period), the works do not need to have been carried out within this time. If remedial works are delayed due to the Covid-19 outbreak, policy holders who have made claims within the builder liability period will not be penalised.

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How can I make a complaint about how NHBC had/is handling a case?

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You can complete the form on the NHBC website, email ConsumerAffairs@nhbc.co.uk or call 01908 746121.

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What happens if the builder doesn't do the work NHBC has asked them to do?

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Our usual procedures will apply - please click here for further details.

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FAQs for Conveyancers

Can I still get copies of certificates?

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Yes you can. We're operating on a business-as-usual basis so please get in touch with us via the usual channels. For copies of certificates, that's on 0800 035 6422 or email us at cssupport@nhbc.co.uk.

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Where do I direct my finalling queries?

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We're operating on a business-as-usual basis so please get in touch with us via the usual channels. For copies of certificates, that's on 0800 035 6422 or email us at cssupport@nhbc.co.uk.

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FAQs for Suppliers

Do I need any extra checks before accessing an NHBC building to carry out maintenance work?

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All maintenance work must be booked via the NHBC Facilities Management Team, this can be done via email. Permission to enter site may be allowed once written approval has been provided by the Facilities Management Team. Note that until further notice, only business critical or legislative maintenance will be carried out at our NHBC sites.

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Is there any guidance for suppliers who are delivering to NHBC premises?

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In line with major couriers NHBC has adopted the policy of not signing for items delivered to its sites. It is expected that all suppliers delivering to NHBC sites, also adopt this policy.

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I have a planned meeting. Is it now postponed or cancelled?

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We are seeking to convert all face-to-face meetings into telephone or conference calls, and to use video links where we can do so. Your NHBC contact will be in touch about any planned meetings.

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