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Understanding your policy
(Section 1)

What's included in this video?

  • What happens if your builder becomes insolvent?
  • What NHBC will cover if this happens.
  • What isn’t covered if your builder becomes insolvent?

The builder's responsibility
(Section 2)

What's included in this video?

  • Who to contact if you have a problem with your new home in the first two years after completion.
  • Access for repairs and taking time off work.
  • What to do if you are unhappy with the builder's actions or the quality of the repairs.
  • What if you need to move out?

Requesting our resolution service
(Section 2)

What's included in this video?

  • What to do if your builder fails to respond.
  • When to contact NHBC.
  • What we can assess under the resolution service.

What we do under the resolution service (Section 2)

What's included in this video?

  • How does the resolution service work?
  • What if you disagree with our decision?
  • What to do if the resolution service doesn't apply.

Making a claim
(Section 3)

What's included in this video?

  • What to do if you notice damage after the builder warranty has expired.
  • What information to provide.
  • The claims process.
  • Will NHBC visit my home and if so, what happens?

Next steps if your claim is valid
(Section 3)

What's included in this video?

  • How long does it take to validate a claim.
  • What happens once a claim is accepted.
  • What if you need to move out.