Your Buildmark policy Your Buildmark policy

Frequently Asked Questions

Check out our list of FAQs and answers for homeowners or people looking to buy a new-build home.

Frequently Asked Questions

Check out our list of frequently asked questions and answers for homeowners or people looking to buy a new-build home. If you can't find what you're looking for, please contact us.

Click on a question to reveal the answer or reveal all.

Filter questions

Buildmark Cover

Why do I need Buildmark for my new home?

See answer

If you are buying a newly-built home you will need cover such as Buildmark in order to secure a mortgage and release funds.

If you are buying a newly-converted property your lender may not require you to have such cover, however, buying a property with Buildmark cover will give you reassurance that you will have protection if problems arise in the future. Please note that sometimes on conversion properties we add exclusions to the cover - these will be printed on your insurance certificate.

See answer

Buildmark Documents

How do I get my policy documents?

See answer

You should have received your Buildmark policy documents from your solicitor or conveyancer upon legal completion.

If you have not yet received your policy documents, please contact NHBC Customer Services at cssupport@nhbc.co.uk, quoting your name, address, postcode and NHBC Buildmark policy number if available.

Alternatively, please call 0800 035 6422, and say 'Duplicate Documents'.

See answer

Selling, Moving, Building

Buying an older property with an existing NHBC warranty?

See answer

If you are buying an older home where the Buildmark policy has not expired, the current owner should provide your solicitor or conveyancer with the Buildmark certificate and policy details. We recommend that once you have moved, you email us with your policy number, name and contact details.

If you have moved in to a property that you believe has Buildmark cover and you do not have the certificate, our Customer Services team can issue a duplicate for you. Please email cssupport@nhbc.co.uk quoting your name, address and postcode or call 0800 035 6422 and ask for 'Customer Services'.

Electronic copies of the policy booklets are available, click here.

See answer

About NHBC

What are the NHBC Standards?

See answer

To offer Buildmark cover, your builder is required to build in accordance with the NHBC Requirements.These are contained in the NHBC Standards which include the technical requirements, performance standards and guidance for the design and construction of new homes that all NHBC registered builders and developers are required to build to for newly-built homes registered with NHBC.

Our inspectors carry out inspections of all new NHBC registered developments at key stages during their construction to check compliance, as far as reasonably practicable, with the NHBC Standards.

See answer

Buildmark Cover

What is and what is not covered by Buildmark?

See answer

Please visit this page What does Buildmark cover? for information about the warranty and insurance cover provided by Buildmark.

See answer

Buildmark cover

Is there a financial limit to the cover after legal completion?

See answer

Yes. The most we will pay is the original purchase price as shown on the insurance certificate up to a maximum of:

  • £1,000,000 for a newly-built home (up to a maximum of £25 million for all homes in a continuous structure) or...

  • £500,000 for a converted home (up to a maximum of £5 million for all homes in a continuous structure).

Note: The insured value may have been increased above these limits in special circumstances. Please refer to your Buildmark certificate and schedule, or contact our Customer Services team for further information.

The limits are increased on each anniversary of the completion date by 5% of the original limit. We then deduct amounts we have paid or have to pay for claims we have accepted (please see the current Buildmark Policy document for full details).

See answer

Buildmark cover

Who can apply for Buildmark and how is it paid for?

See answer

NHBC registered builders and developers apply and pay for Buildmark when they register their building plots with NHBC.

Buildmark warranty and insurance cover is included when selling newly-built or newly-converted residential homes to homebuyers in the UK.

See answer

Buildmark Cover

I've lost my Buildmark documents. Can I get duplicates?

See answer

Can't find your policy document?

If you know your policy number you can download a copy of your policy booklet here

Please note: If you’re unable to find your policy prefix (e.g. AJ, AE, XA or other) on the page or you don’t know your policy number then you will need to call our Customer Services Team to obtain your policy booklet.

Can't find your insurance certificate?

Our Customer Services team can issue a duplicate for you. Please email cssupport@nhbc.co.uk quoting your name, address and postcode.

See answer

Selling, Moving, Building

What happens when I am having a house built by a NHBC registered builder, on land I own?

See answer

Firstly you should ensure that you have an appropriate contract with the builder to build your home. It is the builder's responsibility to register your home with us for Buildmark cover and pay the appropriate fee.

Find out more about custom-build projects

We recommend that you check you have an offer of Buildmark cover before entering into a contract to have your home built and that you or your legal advisor accept the offer as soon as you have entered into the contract. You may be at risk of not having the benefit of Buildmark cover if you do not do this.

If you're planning to build the home yourself, then you will need a self-build policy. Find out more here

See answer

Buildmark Cover

When does Buildmark cover start and when does it end?

See answer

If you are the first owner of the home, Buildmark gives you protection from exchange of contracts if, due to your builder's insolvency or fraud, you lose your deposit or have to pay more to complete the building of your home.

Cover then continues for ten years from the date on your Buildmark insurance certificate - usually the date of legal completion. If you sell the home, the remaining cover passes to the new owner.

This remaining cover means both the balance of the 10 years post-completion, and also any available financial limit. Any claims made may have reduced, either partially or wholly, the financial limit available for future owners.

See answer

Buildmark Cover

Do I have an NHBC warranty on my home?

See answer

If you are not sure if your property is covered by an NHBC warranty, please email us at cssupport@nhbc.co.uk, with your full name, address, postcode and a daytime telephone number, and we will let you know.

Alternatively, please call us on 0800 035 6422, and ask for 'Customer Services'.

See answer

Buildmark Cover

How do I report a problem with my home?

See answer

If you're concerned that there’s a problem with your home, we recommend you take the following steps:

  1. First, check that you have Buildmark cover and if you have, check your policy documents to see if the problem you’re experiencing is covered. If you’re not sure, our Customer Services team will be happy to help.

  2. If your home is less than 2 years old then you should contact your builder in the first instance. If your builder is not putting things right, or you’ve been unable to contact them, we offer a free resolution service.

  3. If your home is more than 2 years old (but less than 10 years old) then you should contact our Claims Team who will be happy to help.

Check out our Problems with my home page for more information.

See answer

Selling, Moving, Building

What if I sell my home?

See answer

Buildmark provides cover for the home and is fully transferable during the lifespan of the policy. So, if you sell the home and the Buildmark policy has not expired, the new owner benefits from the remaining cover.

See answer

About NHBC

What does NHBC do?

See answer

NHBC is the UK’s leading independent standard-setting body and provider of warranty and insurance for new homes. Our purpose is to work with the house-building industry to raise the standards of new homes and to provide protection for homebuyers in the form of Buildmark warranty and insurance. With no shareholders, we are able to invest surpluses in our purpose of improving the quality of UK house building. We also work with government and stakeholders to help shape housing policy.

NHBC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. NHBC is registered in England and Wales under company number 00320784. NHBC’s registered address is NHBC House, Davy Avenue, Knowlhill, Milton Keynes, MK5 8FP.

See answer

About NHBC

Is my builder registered with NHBC?

See answer

You can check our builder register here to see if your builder is registered with us or to find NHBC registered builders in your area.

See answer

Buildmark Cover

When is the Buildmark insurance certificate issued?

See answer

If you’re buying a new-build home, once your conveyancer has accepted the Buildmark policy on your behalf via our online NHBC Conveyancing Portal, we will issue your Buildmark insurance certificate. Your conveyancer will be able to provide you with a copy and you will also be able to access an electronic version via NHBC HUG.

Where our subsidiary NHBC Building Control Services Ltd has acted as the Approved Inspector for Building Control, the Buildmark insurance certificate will not be issued until the Building Control Final Certificate has been issued. In this instance, the insurance certificate will include a statement that 'This home is subject to NHBC's Building Control'. Where Building Control is being carried out by a 3rd party, it is possible that we will issue the Buildmark insurance certificate before the 3rd party is ready to issue the Building Control Final Certificate. Your conveyancer should check the status of Building Control with the relevant Approved Inspector before completion.

See answer

Homeowner Survey

Why do you run the Customer Satisfaction Survey?

See answer

NHBC run the 8 week survey on behalf of HBF (Home Builders Federation) to gather feedback from owners of new and newly converted homes shortly after they have move d in. We run a further survey at 9 months to find out your experiences having lived in your home for a few months.

See answer

Homeowner Survey

Where do you get my details from for the survey?

See answer

Following the introduction of IDD (Insurance Distribution Directive) in 2018 builders are required to send details of their purchasers to NHBC at reservation stage. This data is updated by the builder to reflect dates of exchange of contract and legal completion (together with any reservations that have fallen through). Once a legal completion date is submitted by the builder and/or the purchaser or their conveyancer this date is used to send out the surveys 8 week later.

See answer

Homeowner Survey

Are surveys sent to all homeowners?

See answer

We (NHBC) endeavour to send the survey to all owner/occupiers of all newly built properties & new conversions, but we do rely on the builders/solicitors to supply us the required data within in a specified time period.

See answer

Homeowner Survey

Do I have to complete the survey?

See answer

The survey is voluntary and you do not need to respond if you don’t want to. This will not have any effect on your New Build Homes Warranty & Insurance cover (eg. NHBC Buildmark). You can unsubscribe from any further invitations, by sending us an email to homeownersurvey@feedback-nhbc.co.uk.

See answer

Homeowner Survey

When are surveys sent?

See answer

We send out the first survey 8 weeks after your date of legal completion, and a second survey 9 months after you have moved in to your new property.

See answer

Homeowner Survey

How are the surveys sent?

See answer

Surveys are sent by email initially (if we have an email address). If we have not received a response we will send a further email and text reminder (if we have your mobile phone number). If we have not received a response to those invitations, a postal questionnaire will be sent out by second class post.

If we only have a postal address we will send a survey out by post and if we have not received a response a further copy 21 days later, both by second class post.

See answer

Homeowner Survey

I’ve received lots of survey invitations – what should I do?

See answer

You are under no obligation to complete the survey, but should you wish to do so, you only need to respond to one of the invitations. Feel free to use whichever way of taking part suits you best.

See answer

Homeowner Survey

I can’t find the email about the survey / have lost the postal survey, can you send me another one please?

See answer

Please email informationproducts@nhbc.co.uk or telephone 01908 747906 to request a further survey.

See answer

Homeowner Survey

My builder says I should have had a survey but I don’t think I have, can you send me one?

See answer

Please email informationproducts@nhbc.co.uk or telephone 01908 747906 to request a further survey.

See answer

Homeowner Survey

I have received another copy of the survey but think I have already responded?

See answer

Because we use various methods to invite you to participate in the survey occasionally there can a crossover where you may have responded online and then receive a postal version the next day. If you are not sure you can contact us to confirm we have received your completed survey:

NHBC Surveys Team email: informationproducts@nhbc.co.uk or telephone 01908 747906.

See answer

Homeowner Survey

Can I receive an additional copy of the survey if I want to change my responses?

See answer

No. The rules of the survey are very strict, once a completed survey is received by NHBC, the results cannot be amended or retracted for any reason.

See answer

Homeowner Survey

Should I liaise with my builder when completing the survey?

See answer

No. If you have any queries please contact NHBC Surveys Team by email: informationproducts@nhbc.co.uk or telephone 01908 747906.

See answer

Homeowner Survey

Do I need to return the survey within a certain timescale?

See answer

Yes. We ask that you complete and return the survey sent at 8 weeks and at 9 months as soon as you can, but you do have up to 12 weeks from the date of the survey invitation to return it to NHBC.

See answer

Homeowner Survey

Who do I contact if I have a query regarding the survey?

See answer

Please contact NHBC Surveys Team by email: informationproducts@nhbc.co.uk or telephone 01908 747906.

See answer

Homeowner Survey

I do not wish the builder to know who I am (I want to remain anonymous) when completing the survey, how can I ensure this happens?

See answer

Q.23 on the survey gives you the option to allow your builder to link your responses to your identity or stay anonymous if you prefer. If you tick the box your builder will be able to see your identity, if you leave it unticked they will not.

See answer

Homeowner Survey

What happens to my survey answers?

See answer

To help drive improvement within the house-building industry, your survey responses are combined with responses from other new home owners, and the analysis is provided back to the industry.

See answer

Buildmark Documents

What do I do if I have a complaint about NHBC?

See answer

Our Claims Charter and Customer Charter set out how we deal with complaints about our products and service. Please see more information here.

See answer

All

Can't see a question?

Either contact us now to talk to our Customer Services team or submit a question.

SUBMIT A QUESTION