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    • Claims enquiry form
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Problems with your home

It's unusual to have serious problems with a new home. However, if you do discover a defect, the steps you should take depend on how long your Buildmark policy has been in force.

Problem before completion

After exchange of contracts, if the builder does not start or complete your home due to insolvency or fraud, you should contact us as soon as possible. 

Problem during the first 2 years

In the first 2 years of your Buildmark policy, the builder is responsible for putting right any defects covered by the policy and you should contact them in the first instance.

If there is a dispute between you and your builder about work to be done, then we may be able to offer our Resolution Service to assist in resolving disputes about defects or damage relating to the NHBC Standards.

Helping you resolve disputes

If you are in dispute with the builder about work to be done, we may be able to assist by offering our Resolution Service. You can apply via our Claims enquiry form or call us on 0844 633 1000 and ask for 'Claims'.

Please note that our Resolution Service can only help with disputes with your builder about defects 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, 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 The builder's obligations and the Resolution Service guidance notes.

Please note:  It's important to notify your builder as soon as possible of any defect or damage.  It's also important to date and keep copies of all correspondence as well as notes of telephone conversations or meetings.

Problem during years 3 to 10

During years 3 to 10, we provide you with insurance cover against the cost of putting right damage to your home. This damage must have resulted from building defects (usually limited to structural and/or weather-proofing parts).

If you have a problem, call us on 0844 633 1000 and ask for 'Claims', or complete our online Claims enquiry form. 

You will need to give us your full name, address, postcode, NHBC Buildmark policy number and certificate date.

Minimum claim value during years 3-10

In order for your claim to be valid under most parts of section 3 of your Buildmark policy, the cost of your claim must exceed the minimum claim value. Unlike most insurers, we operate a minimum claim value rather than a policy excess. This means that if the cost of your claim exceeds the minimum claim value NHBC will pay it in full, rather than a policy excess being applied for you to pay. The minimum claim value is the amount specified in section 3 of your Buildmark policy indexed, i.e. increased each year to allow for the effects of inflation.

• For Buildmark policies where the amount specified in section 3 is £500 indexed, the current minimum claim value is £894.
• For Buildmark policies where the amount specified in section 3 is £1,000 indexed, the current minimum claim value is £1,347.
• For Buildmark policies where the amount specified in section 3 is £1,200 indexed, the current minimum claim value is £1,268.

Our complaints procedure

Our commitment is to provide a claims handling and resolution service that is effective, professional, courteous and prompt.

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.