NHBC Claims: A Guide for New-Build Homeowners
Understanding your Buildmark warranty and how to resolve defects in your new home
Last updated: July 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 requirements (the technical standards your home was built to). Disputes about your sales contract are outside Buildmark, though you may have separate legal rights against the builder under the 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 paths after the builder warranty period (in years 1-2 they are covered if newly built by the builder); fences, temporary structures and swimming pools are never covered (and for homes registered from April 2025, sheds and garden structures are also excluded)
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's published claims process says checking your policy cover normally takes about one week, and assessing your claim (including a phone meeting or home visit) normally takes around eight weeks. NHBC aims to settle 80% of claims within six months of receiving the information it needs; larger or more complex claims can take longer.
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 adjudication for builder disputes
If your dispute is with the builder (broadly the first two years), the Consumer Code for Home Builders' Independent Dispute Resolution Scheme (run by CEDR) — or the New Homes Ombudsman Service for homes bought under the New Homes Quality Code — can adjudicate. It is free for homebuyers, and a decision you accept is binding on the builder (but not on you). Disputes about NHBC's own claim decisions go through NHBC's complaints process and then the Financial Ombudsman Service.
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 compensation for inconvenience or distress, but Buildmark does pay reasonable alternative accommodation and storage costs if you have to move out while covered repairs are carried out
- Claim limits: Cover is capped at the original purchase price of your home, up to a set maximum (typically £1 million for a new build; blocks of flats also share an overall limit for the whole building) — check your policy schedule for the limits that apply
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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