Frequently Asked Questions

If you are buying a newly-built home you may need cover such as Buildmark in order to secure a mortgage and release funds.

If you are buying a newly-converted property your lender may not require you to have such cover, however, buying a property with Buildmark cover will give you reassurance of the protection if problems arise in the future. Please note that sometimes on conversion properties we add exclusions to the cover - these will be printed on your insurance certificate.

You should have received your Buildmark policy documents from your solicitor or conveyancer upon legal completion.

If you have not yet received your policy documents, please email cssupport@nhbc.co.uk, quoting your name, address, postcode and NHBC Buildmark policy number if available.

Alternatively, please call 0344 633 1000, press 0 and say 'Duplicate Documents'.

Please visit this page What does Buildmark cover? for information about the warranty and insurance cover provided by Buildmark.

Yes. Typically, for a new build property, the total amount we will pay for all claims after legal completion is the original purchase price up to £1,000,000. Please refer to your policy document for more information.

Note: The insured value may have been increased above these limits in special circumstances. Please refer to your Buildmark certificate and schedule, or contact our Customer Services team for further information.

The limits are increased on each anniversary of the completion date by 5% of the original limit. We then deduct amounts we have paid or have to pay for claims we have accepted (please check your Buildmark policy documents and booklet).

If you want to find out about your financial limit, please email cssupport@nhbc.co.uk quoting your name, address and postcode or call 0344 633 1000, press 0 and say 'Customer Services'.

NHBC registered builders and developers apply and pay for Buildmark when they register their building plots with NHBC.

Can't find your policy document?

If you know your policy number you can download a copy of your policy booklet here.

Please note: If you’re unable to find your policy prefix (e.g. AJ, AE, XA or other) on the page or you don’t know your policy number then please contact our Customer Services team to obtain your policy booklet.

Please email cssupport@nhbc.co.uk quoting your name, address and postcode or call 0344 633 1000, press 0 and say 'Customer Services'.

Can't find your insurance certificate?

Our Customer Services team can issue a duplicate for you. Please email cssupport@nhbc.co.uk quoting your name, address and postcode.

If you are the first owner of the home, Buildmark gives you protection from exchange of contracts, until the end of the policy, which is typically 10 years from the start date shown on the insurance certificate.

If you sell the home, the remaining cover passes to the new owner.

This remaining cover means both the balance of the 10 years post-completion, and also any available financial limit. Any claims made may have reduced, either partially or wholly, the financial limit available for future owners.

If you are not sure if your property is covered by an NHBC warranty, please email us at cssupport@nhbc.co.uk, with your full name, address, postcode and a daytime telephone number, and we will let you know.

Alternatively, please call us on 0344 633 1000, press 0 and say 'Customer Services'.

Please check where you are in the period of the policy, find out more information about the policy sections here.

If you’re buying a new-build home, the Buildmark policy must be accepted by the policyholder. Your conveyancer can accept the Buildmark policy on your behalf via our online NHBC Conveyancing Portal, so we can issue your Buildmark insurance certificate. Your conveyancer will be able to provide you with a copy and you will also be able to access an electronic version via NHBC HUG.

Your Buildmark policy doesn’t provide cover for any alterations or extensions to your home, or for any damage or problems caused by the work.

To avoid problems, it’s important that any building work is carried out carefully by competent contractors who are fully insured.

To read more about ways to avoid problems, download our guide to making changes to your home or land.

Our Claims Charter and Customer Charter set out how we deal with complaints about our products and service. Please see more information here.

Condensation and fine cracks in plaster aren’t usually building faults.

New-build homes can contain up to 5,000 litres of water in the concrete, mortar, screed and plaster. The home needs to dry-out and, as it’s lived in and heated, water evaporates causing timber and plaster to shrink. This can cause small cracks to appear.

You may also notice that you have condensation forming on cold surfaces such as windows. Modern homes are designed to minimise drafts and stop heat escaping but this can also stop water vapour escaping, leading to increased condensation. Our guides to condensation in your home and condensation in your roof space aim to help you understand and control condensation in your home.

For more information about cracking in your new home, please have a look at cracking in homes.

If you have these problems, contact the builder as they may be responsible under the builder's warranty period to carry out work if they have not complied with NHBC Technical Requirements.

You will need to contact the Managing Agent in the first instance to check whether you or they are responsible, on behalf of the freeholder, to carry out any repairs. For example, it is usually the case that the common or ‘retained’ parts of a block of flats, such as the roof, external walls, main entrances, communal stairs and corridors are the Managing Agent’s responsibility to maintain and repair. Under the terms of your lease, you may be responsible for keeping the internal or ‘demised’ parts of your property in good condition, such as the internal decoration, sanitary ware, internal doors.     

You will need to contact the Housing Association about the concerns you have with your property as they may be responsible for carrying out any repairs that are needed. Your Housing Association will contact us if they want to make a claim or they may give you permission to contact NHBC directly to make a claim.

If you are buying an older home where the Buildmark policy has not expired, the current owner should provide your solicitor or conveyancer with the Buildmark certificate and policy details. We recommend that once you have moved, you email us with your policy number, name and contact details.

If you have moved in to a property that you believe has Buildmark cover and you do not have the certificate, our Customer Services team can issue a duplicate for you. Please email cssupport@nhbc.co.uk quoting your name, address and postcode or call 0344 633 1000, press 0 and say 'Customer Services'.

Electronic copies of the policy booklets are available, click here.

Firstly you should ensure that you have an appropriate contract with the builder to build your home. It is the builder's responsibility to register your home with us for Buildmark cover and pay the appropriate fee.

Find out more about custom-build projects

Once you have checked that you have an offer of Buildmark cover before entering into a contract to have your home built, you or your legal advisor should accept the offer as soon as you have entered into the contract. You may be at risk of not having the benefit of Buildmark cover if you do not do this.

If you're planning to build the home yourself, then you will need a self-build policy. Find out more here

Buildmark provides cover for the home and is fully transferable during the lifespan of the policy. So, if you sell the home and the Buildmark policy has not expired, the new owner benefits from the remaining cover.

NHBC run the 8 week survey on behalf of HBF (Home Builders Federation) to gather feedback from owners of new and newly converted homes shortly after they have moved in. We run a further survey at 9 months (legal completion date) to find out your experiences having lived in your home for a few months.

Following the introduction of the Insurance Distribution Directive (IDD) in 2018, we have required builders to send details of their purchasers to NHBC at reservation stage. This data is updated by the builder to reflect dates of exchange of contract and legal completion (together with any reservations that have fallen through). Once a legal completion date is submitted by the builder and/or the purchaser or their conveyancer this date is used to send out the surveys 8 weeks later.

We endeavour to send the survey to all owner/occupiers of all newly built properties and new conversions, but we do rely on the builders/solicitors to supply us the required data within a specified time period.

No, the survey is voluntary and you do not need to respond if you don’t want to. This will not have any effect on your NHBC cover. You can unsubscribe from any further invitations, by sending an email to homeownersurvey@feedback-nhbc.co.uk.

We send out the first survey 8 weeks after your date of legal completion, and a second survey 9 months after you have moved in to your new property.

Surveys are sent by email initially (if we have an email address). If we don't receive a response we will send a further email and text reminder (if we have your mobile phone number). If we don't receive a response to those invitations, a postal questionnaire will be sent out by second class post.

If we only have a postal address for you, we will send out a letter with details of how to complete the survey online. If we don’t receive a response a full survey is sent by post 14 days later. These are both sent by second class post.

You are under no obligation to complete the survey, but should you wish to do so, you only need to respond to one of the invitations. Feel free to use whichever way of taking part suits you best.

Please email informationproducts@nhbc.co.uk or telephone 01908 747906 to request a further survey.

Please email informationproducts@nhbc.co.uk or telephone 01908 747906 to request a further survey.

Because we use various methods to invite you to participate in the survey occasionally there can be a crossover where you may have responded online and then receive a postal version the next day. If you are not sure you can contact us to confirm we have received your completed survey.

Please email informationproducts@nhbc.co.uk or telephone 01908 747906.

No. The rules of the survey are very strict. Once a completed survey is received by us, the results cannot be amended or retracted for any reason.

No. If you have any queries, please email: informationproducts@nhbc.co.uk or telephone 01908 747906.

Yes. We ask that you complete and return the survey sent at 8 weeks and at 9 months as soon as you can, but you do have up to 12 weeks from the date of the survey invitation to return it to us.

Please email informationproducts@nhbc.co.uk or telephone 01908 747906.

Q.23 on the survey gives you the option to allow your builder to link your responses to your identity or for you to stay anonymous if you prefer. If you tick the box your builder will be able to see your identity, if you leave it unticked they will not.

Your survey responses are combined with responses from other new homeowners. The analysis of the responses is provided back to the house-building industry to help drive improvement.

We are the UK’s leading independent provider of warranty and insurance for new homes. Our purpose is to build confidence in the construction quality of new homes for the benefit of homeowners. We achieve this through championing construction quality and providing inspection, Building Control and wider services to homebuilders, underpinned by the provision of warranty insurance to homeowners. 

NHBC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. NHBC is registered in England and Wales under company number 00320784. NHBC’s registered address is NHBC House, Davy Avenue, Knowlhill, Milton Keynes, MK5 8FP.

To offer Buildmark cover, your builder is required to build in accordance with the NHBC requirements. These are contained in the NHBC Standards which include the technical requirements, performance standards and guidance for the design and construction of new homes that all NHBC registered builders and developers are required to build to for newly-built homes registered with NHBC.

Our inspectors carry out inspections of all new NHBC registered developments at key stages during their construction to check compliance, as far as reasonably practicable, with the NHBC Standards.

You can check our builder register here to see if your builder is registered with us or to find NHBC registered builders in your area.