Accessibility

Our website

We are actively working to make our website fully accessible to meet the Web Access Initiative (WAI) Level A accessibility standards, widely regarded as the international standard for website accessibility.

Using our site

We recommend you use a modern browser such as Internet Explorer 11.0, Microsoft Edge, Google Chrome, Firefox, Opera, Safari and above. We understand, however, that some of our customers will not use these browsers as they may not be appropriate for their needs. We are actively working to make the website accessible for all browsers including text-only , screen readers and browsers that do not support JavaScript or Frames.

Vision and cognition

If you have a visual impairment or disability, changing the settings of your internet browser or using text-to-speech technology may help.

To increase the size of the text on the screen or to magnify the screen, go to the ‘Settings’ menu on your internet browser. The option to increase the text size is usually found under ‘Preferences’ or ‘View’.

Most browsers will also have a text-to-speech function within their ‘Settings’ menu that will read out the text on the screen, as well as descriptions of the images.

Braille, large font and audio material

If you’d like to discuss these formats, please email us at accessibility@nhbc.co.uk and we will respond to you within 2 working days. If you prefer to speak to us, please call 01908 746121, any time Monday to Friday, 09:00 - 17:00 (excluding published bank holidays in England and Wales).

Customers who are deaf or hard of hearing

If you are a British Sign Language (BSL) user, a BSL interpreter can help you manage your NHBC query, claim or complaint.

Interpreter service

We work with SignVideo to provide free online BSL interpreting via an instant video relay. This service is available Mondays to Thursdays, 09:00-17:00 and Fridays, 09:00-16:00, Excluding published bank holidays in England and Wales.

By using this service, you can call through with general enquiries, arrange a call back at a mutually convenient time to speak directly with your case handler or if you want assistance when a claims investigator visits, this can be arranged too.

Please click the SignVideo link below to connect with a BSL interpreter to let them know what you need help with. They’ll ring through to NHBC, feed your questions to us and get back to you with the answers. You don’t need any special equipment or training to use this, you can access it anywhere with internet connection on any device.

Connect to a BSL interpreter now

If you are having difficulties connecting to the SignVideo service, you can find some technical advice here.

Additional support

Relay UK provides confidential text-to-speech and speech-to-text services designed for people who are deaf, hard of hearing, or have speech impairments.

If you’re deaf or hard of hearing, a Relay assistant transcribes the other person’s words so you can read them in real-time. If you find speaking on the phone challenging, you can type your message, and the assistant will relay it verbally to the other person, allowing them to hear your words in real-time.

To use this service, dial 18001 followed by the NHBC telephone number, or access it through the Relay UK app.

The service operates Monday to Saturday, 09:00 – 18:00 and Sundays, 09:00 – 13:00,  excluding published bank holidays.

Click here for more information on how to use Relay UK.

If you have any difficulties accessing our website and digital services, please let us know by emailing us on accessibility@nhbc.co.uk and we will respond to you within 2 working days.