In the first two years of the policy
The builder warranty period is usually two years from the start date of the policy shown on your policy certificate.
The builder's responsibility
The builder warranty period is usually two years from the start date of the policy shown on your policy certificate.
During this period, the builder, not NHBC, is responsible for rectifying problems arising from the builder's failure to meet NHBC requirements.
Contact the builder as soon as you reasonably can (but always within the builder warranty period) and keep a record of what you said, who you wrote to or spoke to, and when.
If the builder fails to fulfil their obligations, we may be able to assist under our resolution service.
Requesting our resolution service
If a problem arises between you and your builder during the builder warranty period, we may be able to help through our resolution service. Before requesting this, you must have gone through the builder's entire complaints process and received their final written response. When you contact us, please provide us with the list of issues you reported to your builder and their final written response to your complaint.
Watch the video to learn about:
- what to do if your builder fails to respond
- when to contact NHBC
- what we can assess under the resolution service.
Our resolution service
Before we can consider offering our resolution service, you must have:
- notified the builder of the items you want rectifying within the builder warranty period
- allowed them a reasonable period of time and access to complete the necessary work, and
- have gone through the entire builder's complaint process and received a final written response from the builder (within 30 days of sending a formal complaint).
If the steps above have been followed and you're not happy with the builder's final decision or haven't received a response within 30 days, you can request our resolution service.
There may be circumstances where our resolution service isn't suitable. If that is the case, we will explain why. If you believe your builder is insolvent, please contact us for further advice.
Builder resolution templates
Document templates you can use to contact your builder are available below.
The NHBC guarantee
We guarantee the builder’s obligations under the builder warranty. This means we will step in if the builder fails to comply with their obligations under the builder warranty. Please refer to your policy documents for full details.
Your policy booklet and certificate
Your conveyancer should have provided you with an NHBC Buildmark policy booklet and policy certificate which explains your cover.
View other stages of the Buildmark cover
Buildmark is our 10-year warranty and insurance cover for new build homes. The cover is split into different sections. Insolvency cover after exchange of contracts, a builder warranty and NHBC guarantee for two years after completion and then eight years of insurance cover for damage caused by defects in certain parts of the home.
Homeowner resources and information
Useful guides
Guides and information about some of the most common queries we receive.
Frequently asked questions
Check out our list of FAQs for homeowners or people looking to buy a new-build or newly converted home.
Consumer protection codes
Learn about industry schemes which give protection and rights to the buyers of new homes, ensuring they are treated fairly and are fully informed about their purchase.