How to make a claim?

Follow the steps below to see if we can help

Start a claim now
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How can we help?

We are sorry if you have a problem with your home. Follow the steps below to see what you should do.
Our Customer Service and Claims teams are here to support you. To do this, we need to check a couple of things first; please follow the steps below to help us help you.

Step 1: Do you have Buildmark cover?

If you already know that your home is covered by NHBC Buildmark, please skip straight to Step 2 - below. If you’re not sure, the following information may help you decide.

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Do you have Buildmark documentation?

If you think you have Buildmark cover but have never been provided with any documentation, please check with your builder or your conveyancer to confirm that you have Buildmark. Normally, you will have received a policy document and insurance certificate.

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When was your property built?

Buildmark usually lasts for 10 years from the date the first owner completed their purchase of the property.

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I'm not the first owner of the home

It doesn't matter if you are not the first owner of the home. It's the home that's covered for 10 years. Cover is passed on to the new owner.

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My house is a Housing Association or private rental property

If you have a problem with your home, you should report it to your landlord, managing agent or housing association in the first instance.

Step 2: Your current situation

Using the drop down menus below, please select the option that best describes your current situation for more information on how we can help. Please note, the information provided shows how Buildmark works in typical but not all circumstances. Please refer to your Buildmark policy document for full details.

Step 3: Aware of the minimum claim value?

Step 4: Ready to request our assistance?

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To request our assistance

If this is the first time you're making contact with us about this issue and you need to make a claim or you'd like help from our resolution service, please use the link below to get in touch.

Start here
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Already have an existing case reference?

If you want to provide further information or need to contact us about your existing case, please click below.

Update us now

Take a look at our Buildmark video library

Watch our explanatory video series to find out more about your Buildmark policy and making a claim.

Watch now

Homeowner resources and information

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Useful guides

Read our guides about common issues with new homes and about making a claim.

Click here
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Check out our list of FAQs for homeowners or people looking to buy a new-build or newly-converted home.

Read more
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Make a complaint

We are sorry if you are unhappy with the service you have received. Please see more about our complaints process and how to make a complaint.

Find out more
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Consumer codes

Industry-led schemes which gives protection and rights to the purchasers of new homes, ensuring that new home buyers are treated fairly and are fully informed about their purchase.

Find out more

Contact us

If none of the above fits your situation or if you would prefer to speak to someone, you can call our customer service team or use our live chat.

Customer Service

0344 633 1000

Monday to Friday, 9:00am to 5:00pm