COVID-19
We continue to support our policyholders and customers throughout the pandemic.
LAST UPDATED: 24 November 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?
Our offices are open and we are working in a hybrid way; our Customer Service team members are mainly working in the office while others are working in the office at least two days a week. We continue to follow government guidelines to keep colleagues safe.
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 UK Health Security Agency 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. 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.
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How do I get in contact with my Engineer, Project Manager or Surveyor if they are working from home?
Our team members who work from home have full access to all 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.
What’s the latest on NHBC Customer Services, Technical Operations and Claims?
Our teams are operating 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.
What is happening with site visits?
NHBC 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 protocols. 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 continue to provide support to your technical teams with our technical staff having the ability to work remotely. On-site inspections continue where we are satisfied that we can work to UK Health Security Agency guidelines.
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.
What is happening with Building for tomorrow?
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. For more details please visit www.nhbc.co.uk/bft or direct any queries to buildingfortomorrow@nhbc.co.uk.
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How do I get in contact with my Engineer, Project Manager or Surveyor if they are working from home?
Our team members who work from home have full access to all 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.
What’s the latest on NHBC Customer Services, Technical Operations and Claims?
Our teams are operating 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.
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.
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Can I still contact you in the usual way?
Our teams are operating to business as usual so you can contact us in the usual way.
Are you still carrying our Claims inspections and remedial work?
Our Claims teams and Claims Investigators are working to business as usual and will carry out inspections and remedial work in the usual way. They all have PPE and masks and practise good hygiene but if as a homeowner you have a specific request please tell the claims investigator in advance so that we can ensure we are best prepared to meet your needs.