NHBC Claims: A Guide for New-Build Homeowners
Understanding your Buildmark warranty and how to resolve defects in your new home
Last updated: January 2026
What is NHBC?
The National House Building Council (NHBC) is the UK's leading warranty and insurance provider for new-build homes. Most new homes in the UK come with an NHBC Buildmark warranty, which provides protection against defects for up to 10 years.
NHBC sets building standards that registered builders must follow, inspects homes during construction, and provides warranty cover if things go wrong. The majority of new homes in the UK (around 70%) are registered with NHBC.
Note: Other warranty providers exist (LABC, Premier Guarantee, etc.). This guide focuses on NHBC, but the principles are similar for other providers.
Coverage Periods
NHBC Buildmark cover is split into distinct periods with different levels of protection:
Years 1-2: Builder Warranty Period
Your builder is responsible for fixing defects that breach NHBC standards or don't meet your sales contract. NHBC can step in if your builder fails to act or goes out of business.
Years 3-10: Structural Insurance Period
NHBC provides insurance cover for major structural defects, including damage caused by defects in specified elements like foundations, load-bearing walls, and roofs.
Act promptly
Report defects as soon as you notice them. Claims made after the relevant period ends may not be covered, even if the defect existed earlier.
What's Covered
Covered (Years 3-10)
- Foundations and ground floor slabs
- Load-bearing walls and structural frames
- External render and cladding (where part of weatherproofing)
- Roof structure and weatherproofing
- Floors above ground level
Not Covered
- Cosmetic issues (minor cracks, paint defects)
- Appliances and white goods
- Normal wear and tear or shrinkage
- Damage from alterations you've made
- Gardens, driveways, and outbuildings
Making a Claim
The claims process differs depending on whether you're in the builder warranty period (years 1-2) or the structural insurance period (years 3-10).
Years 1-2: Contact Your Builder First
Report issues to your builder in writing. If they don't respond or refuse to help, contact NHBC who can intervene through their Resolution Service.
Years 3-10: Contact NHBC Directly
Submit your claim online at nhbc.co.uk or call their claims line. You'll need:
- Your Buildmark policy number
- Photos and descriptions of the defects
- Any reports from surveyors or contractors
Typical Timelines
NHBC typically aims to acknowledge claims within 10 working days. An inspection is usually arranged within around 4 weeks. Complex claims may take longer to resolve, and timelines can vary.
What If You Disagree?
If NHBC rejects your claim or you're unhappy with their decision, you have options:
NHBC Internal Review
Request a formal review of the decision. NHBC will re-examine your case with fresh eyes.
Independent Dispute Resolution Scheme
An independent adjudicator reviews the dispute. This is free and binding on NHBC (but not on you).
Financial Ombudsman Service
As NHBC is regulated, you can escalate complaints to the Financial Ombudsman.
Limitations to Be Aware Of
NHBC cover has important limitations:
- No damages: NHBC covers repair costs, not compensation for inconvenience or distress
- No loss of enjoyment: You can't claim for disruption while repairs are carried out
- Claim limits: Cover is capped at the original purchase price of your home
Complex cases may need legal action
For serious defects, particularly where you've suffered significant losses, you may need to pursue the builder directly through the courts. Consider seeking legal advice early for major issues.
How OpenCourtyard Helps
New-build developments often have common defects affecting multiple homes. OpenCourtyard helps you coordinate with neighbours to address issues more effectively:
Identify common defects
Discover if neighbours are experiencing the same issues. Common defects across multiple properties strengthen individual claims and can lead to development-wide remediation.
Document and share evidence
Keep records of defects, correspondence with builders, and repair outcomes. Share what worked (and what didn't) with your community.
Share contractor experiences
When repairs are needed, find out which contractors your neighbours have used and whether they'd recommend them.
Further Resources
Important: This guide provides general information and is not legal advice. Laws and procedures change – always verify current rules with official sources and consider seeking professional advice for your specific situation.
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