If you discover a problem with a home or homes in a development, the steps you should take depend on how long the Buildmark Choice Policy has been in force.
In the first 2 years of the Buildmark Choice policy, your contractor is responsible for putting right damage covered by the policy and you should contact them in the first instance.
If there is a dispute between you and your contractor about work to be done, we may be able to offer our Resolution Service to assist in resolving disputes about damage relating to the NHBC Standards.
Please note that our Resolution Service can only help with disputes with the builder about damage relating to the NHBC Standards, which were reported to them within their liability period. We will not be able to assist with items not covered by Buildmark Choice, such as financial or contractual disputes or defects which do not relate to our requirements.
We will firstly contact the builder ourselves and request that they either complete any outstanding works or advise us if there is a dispute over the works that are required.
If this does not resolve matters we can then arrange for one of our Claims Investigators to visit your property and meet with you and the builder to try to resolve the dispute. If agreement cannot be reached, then the Investigator will recommend what action, if any, we require of the builder.
We will issue a report which, if appropriate, will require the builder to carry out work or actions within a set timescale. If the builder fails to carry out our recommendations, despite being given reasonable access, then we can arrange for the work to be done.
For more information about our Resolution Service, please read guidance notes.
During this period we provide you with direct insurance cover against the cost of putting right certain damage to the home(s).
If you have a problem, call us on 0800 035 6422 and ask for 'Claims', or complete our online new claim form.
Our commitment is to provide a claims handling and resolution service that is effective, professional, courteous and prompt to help you provide the best possible service to your tenants.
If you are not satisfied with the way we have handled your claim, we have a full complaints procedure set out in our Claims Charter. We will take your complaint seriously and ensure that there is an independent review.
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