My home is less than 2 years old
You must notify your builder within the 2-year period of any concerns you have with your home and ask them to rectify them.
Keep copies of any letters, emails and notes of telephone conversations you have with your builder as you may need these later if they do not rectify matters for you.
You must allow the builder a reasonable period of time, and reasonable access to your home, to resolve matters for you. Refer to your builders website for how to raise your issue with them. If you remain unsatisfied, you will need to raise a complaint to your builder through their formal complaints process.
The builder will be required to send you a final written response confirming their position and any action they intend to take.
If they confirm they will not be taking any action in their final response to your complaint, we may be able to assist in resolving your dispute with the builder under our resolution service.
My home is less than 2 years old. I've notified my builder of an issue but I'm not happy with their response
If you have a problem with your home that’s covered by Buildmark and which you’ve raised in the first 2 years after the completion date (up to 3 years in the case of shared parts), your builder is responsible for putting it right within a reasonable time. This is called the builder warranty period.
If your builder is not putting things right, we offer a free resolution service to help with disputes about defects relating to the NHBC Standards.
Download our guide to the builder’s responsibilities and the resolution service.
Please contact us if you’d like our help.
My home is more than 2 years old and I'd like to make a claim under my Buildmark policy
(usually 2 years after the completion date) until the expiry of your policy (usually up to 10 years), under section 3 of Buildmark it protects you if there is physical damage to certain parts of the home caused by the builder’s failure to meet NHBC's Technical Requirements. You can see a summary of the cover we offer here.
If there is physical damage to your home that is covered by Buildmark, please contact us, by starting a claim enquiry, or calling our Claims team.
Download our guide to making a claim under section 3 to read more about the cover and what to expect while we deal with your claim.
I've got an issue with my new home and I don’t know if it's covered by my Buildmark policy
Please read your Buildmark policy booklet and other documents to check the specific cover and any exclusions that apply to your home.
If you can't find your policy booklet, and you know your policy number, you can download a copy here. If you can’t find your documents and you don’t know your policy number, please contact us.
For an overview of Buildmark and what it covers please have a look at What does Buildmark cover?
I'm a shared owner or tenant and I've got a problem with my home
Buildmark Choice is our policy for landlords, and covers homes occupied by rental tenants and shared owners. Buildmark Choice usually covers a home for 10 years from the completion date (occasionally it’s 12 years).
If you have problems with your home you will need to contact your landlord or managing agent. If your home is less than 2 years old your landlord or managing agent should contact the builder/contractor in the first instance. If your home is older than this your landlord should contact us.