Managing Buildmark acceptance - frequently asked questions

  1. 1. Questions about setting up and using your account

    What should I do if I have forgotten my username?

    Please call 0344 633 1000 and say 'Acceptance'. We will require the email address you used when you registered your account as well as your organisation name.

    How can I change my username and password?

    Once your account has been created, you cannot change your username. To amend your password click on the 'My account' at the top of the page and then on the change password link and follow the on-screen prompts.

    Note: If you are an administrator for your organisation after clicking 'My account' you will need to click 'Edit' next to your own record to reach the change password link. You can only change your own password.

    When I type in my username & password, it is saying that they are incorrect

    There could be a few reasons. The username is not case sensitive but the password is. Make sure you are using the correct case for the password.

    If you are using the 'Forgotten Password' function and are copying and pasting the new password, make sure you are not picking up a space at the end of the password. This is very easy to do by accident. Rather than 'copy' and 'paste', try retyping it.

    If you are still experiencing problems, please call 0344 633 1000 and say 'Acceptance' and we will investigate the matter for you.

    Where can I find the Terms and Conditions of my Manage Buildmark Acceptance account registration?

    They can be found here.

    What if I do not have 'Javascript' enabled?

    'Javascript' is an IT programming language which enables online forms to be interactive. In order for your 'Manage Buildmark Acceptance' account forms to behave in the correct way and allow you to input all of the necessary information, 'Javascript' will need to be enabled on your computer. Our system detects that it is currently disabled. How you do this depends on your browser. If your company has an IT team it is best to ask them first. If not, you may find out more by carrying out an internet search, something like 'how do I enable Javascript?'. There should be options in the search results that match your system and browser.

    When I log in I get an Authentication Error

    Firstly, check you have authenticated your email address using the link sent in the initial account registration email. If you have not, you will see the following message:

    Authentication Error!!!

    Some mailing systems may pick this email up as spam/junk if not in your 'safe' list. Check the spam and junk folder to see if the email has come through there.

    If you have done this and are still experiencing problems, please call 0344 633 1000 and say 'Acceptance' and we will investigate the matter for you.

    I can log in but I have limited access

    Please check that the 'Organisation administrator' within your organisation has approved your account.

    If you are still experiencing problems, please call 0344 633 1000 and say 'Acceptance' and we will investigate the matter for you.

    I am the Organisation administrator, how do I approve a colleague's account?

    Go to 'My Account' in the top right of the screen and the outstanding approvals will be listed in that screen.

    My email verification email has not arrived

    Please check your spam/junk folder in your email account.

    If it is not there, please call 0344 633 1000 and say 'Acceptance' and we will investigate the matter for you.

  2. 2. Questions about the Buildmark acceptance process

    I cannot locate the property I am searching for

    You will need a policy number and an activation code (both of which are unique to the property) in order to locate the property. If you do not have both you will need to speak with the Developer and they should have that information.

    If you have both the policy number and the activation code, and the property is not being found by the system, it may mean that you have been given the wrong details. Please check the policy number and activation code with the Developer.

    If you confirmed you have the correct information and the property is still not found, or a different address is coming up, please contact NHBC Customer Services on 0344 633 1000 where one of our advisors will investigate the matter for you.

    The Developer on your records is not the seller of the home to my client

    This may be because a separate part of the same company has registered the home with NHBC. Please check with the Developer in the first instance. If that is not so, the deposit may not be covered by NHBC so you should ask the Developer what provision they have made for cover for the deposit.

    Please also contact us on 0344 633 1000 and ask for 'Customer Services' where we can review the details and make sure the home and the purchase will have the full benefit of NHBC cover.

    The site address/postcode shown in the Plot Summary is incorrect

    Often the first line of the site address and/or the postcode of the site address will differ from the postal address. This is because the postal address is sometimes not known when the site is first registered with NHBC. The town and county should be the same. Please enter the full postal address of the property in the acceptance screen. Both the site address and the full postal address will appear on the warranty certificate.

    The 'Property Description' does not match the home type

    Please call 0344 633 1000 and ask for 'Customer Services' so that we can investigate the matter for you.

    The Plot Summary screen states that the CML Cover Note is not available, but we have been passed a copy CML Cover Note?

    Please call 0344 633 1000 and ask for 'Customer Services' so that we can investigate the matter for you.

    We have been supplied with an old style paper acceptance form, can we complete this online?

    Yes, you will need to contact the Developer and ask for an activation code.

    Please also contact us on 0344 633 1000 and ask for 'Customer Services' where we can review the details and make sure the home and the purchase will have the full benefit of NHBC cover.

    I have completed the acceptance but I cannot download the insurance certificate

    Contact the Developer to make sure that both the NHBC Warranty inspection has successfully been completed as well as the Building Control inspection. If they both have, then please call 0344 633 1000 and ask for 'Customer Services' so that we can investigate the matter for you.

    Why is it important to check the case regularly?

    We recommend that you check the case before exchange and before completion and between those dates, particularly if it is taking longer than normal.

    Checking allows you to satisfy yourself that the home will have the benefit of Buildmark cover and that your clients interests are protected. For example, if the builder leaves the register before the purchase is complete then NHBC might not be able to issue the CML cover note. So, completion of the purchase may not happen.

    Also, it is important to check the endorsements to ensure that the cover does not exclude any part of the home that is not agreed between your client and the builder.

    What happens if we need to change some information after we have submitted the acceptance?

    Please email your request to acceptance@nhbc.co.uk (a link can also be found in the help and support section). Please ensure the policy number is shown in the subject field of your email, and a brief explanation of the changes you require.

    Can I download a separate Building Control final certificate?

    There is no need for a separate Building Control final certificate; if NHBC have performed the Building Control this will be confirmed on the warranty certificate.

    Our client is not the first occupier of the property but we have been passed an acceptance pack, does this confirm cover?

    Please contact us on 0344 633 1000 and ask for 'Customer Services' where we can review the details and make sure the home and the purchase will have the benefit of NHBC cover.

    A sale has fallen through and I am no longer involved in the purchase of a property which is still in my list of cases

    Hover above the policy number and select 'Cancel acceptance'. You will be invited to provide a reason for the cancellation and to confirm your request after which, the case will no longer be visible to you.

  3. 3. Questions for Builders and Developers

    What is the difference between a 'Developer' and a 'Builder'?

    Under the terms of Buildmark, a 'Developer' is the party that registered the home with NHBC. The 'Builder' is the party that actually constructs the home. In many cases the 'Developer' and 'Builder' are the same, as the party that registers the home will also be building it. But not always, some 'Developers' will sub-contract the construction of the home to an NHBC registered 'Builder' and in those circumstances the two parties will be different.

    It should not impact on your Buildmark cover. NHBC requires both the 'Builder' and the 'Developer' to be registered. However, you should be paying the 'Developer' as they have registered the home with us and it is they who will be responsible for claims made under sections one and two of the policy.

    I am the first person from my company to sign up and I have received an email to advise my account still needs approval

    The initial developers account must be approved by NHBC because of the functionality associated with them. NHBC must review the account request before activating it.

    If you submitted your account request more than 48 hours ago and have not heard anything since then, please call 0344 633 1000 and say 'Acceptance' and we will investigate the matter for you.

    I am the Developer and will be renting/letting this property out, but plan to sell in the near future. Do I need to complete the acceptance?

    It is important that you complete the acceptance when renting a property out. If a property is occupied or let by the Developer then the cover start date will be the same as the date of issue of the CML cover note. The insurance certificate will be made available to you and the certificate should then be passed on to the first purchasers, they will benefit from the remainder of the cover. Please call 0344 633 1000 and ask for 'Customer Services' and one of our staff will discuss the next steps with you.

    How do I get a copy of the 'Guide to Your New Home' booklet?

    You can access and view electronic copies of this document, and others, via the following link;

    http://www.nhbc.co.uk/Builders/Publications/

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