COVID-19
We continue to support our policyholders and customers throughout the pandemic.
LAST UPDATED: 23rd April 2021
NHBC has prepared these Frequently Asked Questions (FAQs) to keep you informed about our operations during the pandemic. Contact details for colleagues who can support you with further information can be found here.
Covid-19 FAQs
We continue to support our policyholders and customers throughout the pandemic.
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Have you closed your offices?
A limited number of colleagues are working from our Milton Keynes office, where it is essential for them to do so. We are adhering to strict capacity limitations that support social distancing and have implemented measures, including temperature testing, clear signage and face coverings, to ensure the workplace is COVID-secure. Our offices in Belfast, Edinburgh and London remain closed.
Strict visitor controls are in place, with all visitors required to complete a COVID-19 Health and Safety questionnaire and follow the same measures as staff when entering and moving around the office.
What precautions is NHBC taking to prevent the spread of coronavirus?
We are following 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.
What is NHBC doing to support its team members?
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. We have introduced wellbeing days to encourage those who have worked throughout the pandemic to recharge.
Is NHBC deploying Furlough?
We do not intend to access the Government’s Coronavirus Job Retention Scheme at this time. We continue to provide a responsive service to our policyholders and customers.
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What is the latest on NHBC’s Operating Position?
We remain operational and able to support customers. Although many NHBC colleagues are working from home, we continue to maintain service levels across Technical Operations, Customer Services and Claims (with some adjustment to working practices – e.g. desktop and technology assisted claims assessments where we are able to do that).
Will I still be able to get cover notes?
Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.
How do I get in contact with my Engineer, Project Manager or Surveyor if they are now working from home?
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. If a team member is not available, their out of office will direct you to the best person to contact. Technical Information should ideally be submitted via the NHBC Portal.
Will NHBC be able to provide CML certificates as normal?
Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.
Will NHBC be able to provide Building Control final certificates as normal?
Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.
Will NHBC be able to provide EPC certificates as normal?
Yes, please contact Technical Support by email at Energyrating@nhbc.co.uk.
What is happening with Claims inspections and remedial work?
Our Claims teams and Claims Investigators are still actively working although there are a number of changes to how they operate. In order to consider how we may be able to assist a homeowner, NHBC will replace physical visits with desktop investigations where ever possible, which will include requests for photographs, video or virtual viewings. Where we consider physical visits are required, we will take into account any restrictions that are in place and follow all government guidance to ensure we protect homeowners and our staff.
This may mean that we can only carry out external investigations and any internal investigations may not be possible until the restrictions are lifted. We will explain to homeowners how any restrictions may affect their claim.
Homeowners will continue to be updated but reports will be issued only via email.
NHBC Remedial Works Contractors are carrying out internal and external repairs to properties where it is safe to do so and government guidance allows it. Should specific restrictions be implemented in certain areas of the UK, our contractors may have to cease work or rearrange work that had been booked in until the restrictions are lifted. In those circumstances, affected homeowners will be contacted individually.
If a homeowner does not want a Claims Investigator to enter their home to assess their claim or for our remedial works contractor to enter their home to carry out repairs, perhaps because they are shielding, we will ask the homeowner to get in touch when they are ready for a visit.
What’s the latest on NHBC Customer Services, Technical Operations and Claims?
Our teams continue to operate as close as possible to business-as-usual including: Customer Services for registrations and Road & Sewer Bonds; Technical Operations for technical submissions; and Claims on resolution cases and warranty claims, with some adjustments around home visits.
What is happening with site visits?
NHBC will continue to carry out Key Stage Inspections and other inspections, unless 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.
What’s the latest on NHBC Technical and On-Site Support?
NHBC will continue to provide support to your technical teams with our technical staff having the ability to work remotely. On-site inspections will continue where we are satisfied that we can work to Public Health England guidelines on hygiene and social distancing. This will continue to be the case unless Government advice dictates otherwise.
Will you continue to operate the National New Homes Surveys (CSS)?
We continue to operate both the 8 week and 9 month surveys,with postal surveys and reminders still being dispatched and processed. (The online survey process has been and remains unaffected.) There may be a slight delay in processing the postal elements of the surveys, but both surveys are fully operational.
Should I still submit information via the NHBC Portal if my usual contact is working from home?
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.
Can I still register sites with NHBC?
Yes, our business continuity plans are in place and we are maintaining normal service levels.
How can I get the training I need during this period?
NHBC is providing a range of courses virtually during times when social distancing measures are in force. These include open technical courses and free webinars.
To book your place, click here.
For specific training requests and to book inhouse courses, please contact training@nhbc.co.uk.
What is happening about NVQs?
Our team is still working to assess and support our NVQ candidates during this lockdown period. The team is working from home but using our remote working processes to keep up with assessment submissions and new candidate inductions.
What is happening with Building for tomorrow?
2021 saw the successful production of Building for tomorrow on a virtual platform. In 2022 we plan to bring you an outstanding agenda of keynote speakers and industry-critical topics from around the country, as we return to live events. Keep an eye on our social channels for updates. For more details please visit www.nhbc.co.uk/bft or direct any queries to buildingfortomorrow@nhbc.co.uk.
What is happening with Pride in the Job?
Due to Covid-19 we had to bring you Pride in the Job 2020 virtually. Working within the government guidelines, we plan to host live Pride in the Job events starting from 3 September 2021. Please keep an eye on our social channels for updates and direct any enquiries to prideinthejob@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?
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. If a team member is not available, their out of office will direct you to the best person to contact. Technical Information should ideally be submitted via the NHBC Portal.
How do I access support with re-mobilisation?
Our teams are working actively with customers on remobilisation plans. Please get in touch with your NHBC contact for further details of how we can support you.
What’s the latest on NHBC Customer Services, Technical Operations and Claims?
A number of our teams continue to operate as close as possible to business-as-usual including: Customer Services for registrations and Road & Sewer Bonds; Technical Operations for technical submissions; and Claims on resolution cases and warranty claims, with limitations around home visits.
Will NHBC be able to provide CML certificates as normal?
Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.
Will NHBC be able to provide Building Control final certificates as normal?
Yes, please contact Customer Services on 0344 633 1000 or by email at cssupport@nhbc.co.uk.
Should I still submit information via the NHBC Portal if my usual contact is working from home?
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.
How can I get the training I need during this period?
NHBC is providing a range of courses virtually during times when social distancing measures are in force. These include open technical courses and free webinars.
To book your place, click here.
For specific training requests and to book inhouse courses, please contact training@nhbc.co.uk.
What is happening with Claims inspections and remedial work?
Our Claims teams and Claims Investigators are still actively working although there are a number of changes to how they operate. In order to consider how we may be able to assist a homeowner, NHBC will replace physical visits with desktop investigations where ever possible, which will include requests for photographs, video or virtual viewings. Where we consider physical visits are required, we will take into account any restrictions that are in place and follow all government guidance to ensure we protect homeowners and our staff.
This may mean that we can only carry out external investigations and any internal investigations may not be possible until the restrictions are lifted. We will explain to homeowners how any restrictions may affect their claim.
Homeowners will continue to be updated but reports will be issued only via email.
NHBC Remedial Works Contractors are carrying out internal and external repairs to properties where it is safe to do so and government guidance allows it. Should specific restrictions be implemented in certain areas of the UK, our contractors may have to cease work or rearrange work that had been booked in until the restrictions are lifted. In those circumstances, affected homeowners will be contacted individually.
If a homeowner does not want a Claims Investigator to enter their home to assess their claim or for our remedial works contractor to enter their home to carry out repairs, perhaps because they are shielding, we will ask the homeowner to get in touch when they are ready for a visit.
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What is happening with Claims inspections and remedial work?
Our Claims teams and Claims Investigators are still actively working although there are a number of changes to how they operate. In order to consider how we may be able to assist a homeowner, NHBC will replace physical visits with desktop investigations where ever possible, which will include requests for photographs, video or virtual viewings. Where we consider physical visits are required, we will take into account any restrictions that are in place and follow all government guidance to ensure we protect homeowners and our staff.
This may mean that we can only carry out external investigations and any internal investigations may not be possible until the restrictions are lifted. We will explain to homeowners how any restrictions may affect their claim.
Homeowners will continue to be updated but reports will be issued only via email.
NHBC Remedial Works Contractors are carrying out internal and external repairs to properties where it is safe to do so and government guidance allows it. Should specific restrictions be implemented in certain areas of the UK, our contractors may have to cease work or rearrange work that had been booked in until the restrictions are lifted. In those circumstances, affected homeowners will be contacted individually.
If a homeowner does not want a Claims Investigator to enter their home to assess their claim or for our remedial works contractor to enter their home to carry out repairs, perhaps because they are shielding, we will ask the homeowner to get in touch when they are ready for a visit.
What happens if I need urgent help – for example if I have a plumbing leak or a problem with my electrics?
NHBC does not provide an emergency repair service. If your property is less than two years old, you will need to contact your builder of your home.
If your home is more than two years old, please read your Buildmark policy booklet to see whether the problem is covered under Section 3. If you think it is, please contact us so we can advise your further. Please note that some issues, like storm damage, flooding, plumbing leaks and electrical problems are not covered by the Buildmark policy but may be covered by another insurance policy you may have.
I have an outstanding claim under Section 4 of the policy, how will matters progress?
Our Claims team will provide regular updates to the key point of contact on the claim or via the microsite, if there is one.
If I have notified the builder of a problem with my home in the first 2 years of my new home warranty, does the builder have to carry out works now?
While homeowners must notify their builder of a problem within the first two years of cover (the builder liability period), the works do not have to be 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 if they have not allowed the builder access to do the work.
It is important that homeowners keep records of any calls they have with the builder and/or copies of any emails/letters should they need to provide proof that they notified problems to the builder during the first two years of their new home warranty.
What happens if you have issued instructions to one of your remedial works contractors to carry out work on my home?
If our remedial works contractors cannot do the work and you consider it to be, please email us so that we can consider any possible alternative options.
Where work is non-urgent, it may need to be postponed. This will be dependent upon any restrictions the government has enforced. Our contractors will then contact you when they are able to do the work.
What happens if the builder doesn't do the work NHBC has asked them to do?
Our usual procedures will apply - please click here for further details.
Are you still posting letters?
We've stopped posting letters to those claimants who have an email address we can send them to. If you have provided us with an email address, we will send correspondence to that. If we do not already have an email address for you, we will contact you to obtain details over the phone.
If you do not have an email address, we will send letters out to you by post.
I am living in alternative accommodation, what will happen if the repairs to my property will not be done by the time this expires?
We are reviewing all cases where homeowners are currently living in alternative accommodation and will be contacting them to explain what we will do.
How can I make a complaint about how NHBC has/is handling a case?
You can complete the form on the NHBC website, email ConsumerAffairs@nhbc.co.uk or call 01908 746121.
Will you be able to help under your Resolution service?
We will consider the nature of the problems you have with your home and whether you have notified them to the builder during the first two years of the Buildmark policy. We will then advise whether we will be able to offer you our Resolution Service.
If we can offer our Resolution service but if the items are non-urgent, you should continue to pursue them with the builder directly. In the current situation, any assessment we would need to make may need to be delayed until a future date, by which time the builder may have resolved or agreed to resolve them for you.
If we can offer our Resolution service and the items are urgent, we will try to contact the original builder to get them to attend and deal with matters promptly.
Please note that there may be occasions where we will not offer our Resolution service and you will need to pursue the builder direct or consider using another form of dispute resolution service.
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Can I still get copies of certificates?
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.
Where do I direct my finalling queries?
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 HomeRegistrationSeniorSupport@nhbc.co.uk.
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Do I need any extra checks before accessing an NHBC building to carry out maintenance work?
All maintenance work must be booked via the NHBC Facilities Management Team. Permission to enter site is subject to approval from the Facilities Management Team.
Strict visitor controls are in place, with all visitors required to complete a COVID-19 Health and Safety questionnaire and follow the same measures as staff when entering and moving around the office, in addition to all other legislative Health and Safety measures required to undertake the work.
Is there any guidance for suppliers who are delivering to NHBC premises?
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.