NHBC claims: how to use your buildmark warranty effectively

Your builder promised you’d be protected. Now there’s water seeping through walls, cracks spreading across ceilings, and suddenly they’ve stopped answering. That NHBC certificate gathering dust in your drawer? It’s worth more than you think, but only if you activate it correctly. Most NHBC claims fail because homeowners miss tiny procedural steps or wait too long. In what follows, you’ll discover the exact triggers that force NHBC to act, the mistakes that destroy NHBC warranty claims instantly, and what happens when your builder disappears entirely. For serious construction and building disputes, specialist construction law solicitors turn rejections into results.

Discover the procedural steps and insider strategies that force NHBC to approve your claim.

Do you need a solicitor?

We will connect you with the right solicitor, near you.

Find a solicitor near me Request a call

NHBC claims: Your warranty coverage explained

Your NHBC certificate provides up to £300,000 protection, but coverage operates across three distinct periods with different rules for each.

Years 1-2: Builder’s full responsibility

• Builder fixes everything: All defects, from minor snags to major structural issues, remain your builder’s responsibility during the first two years.
• No direct NHBC contact: You must report problems to your builder first; you cannot bypass them and contact NHBC directly except in dispute situations.
• Document everything: Keep dated records of all defects reported during this period, as they establish when problems first appeared.

Years 3-10: NHBC structural coverage

• Major structural defects only: NHBC claims now cover only damage affecting load-bearing walls, foundations, roof structure, or elements making your home unsafe.
• Direct NHBC contact: You escalate NHBC warranty claims directly to NHBC, not your builder, during this period.
• Professional evidence required: Structural engineer reports become necessary; photographs alone won’t suffice for serious NHBC policy claims.
• Specific non-structural elements: Double-glazed sealed units, plastic drainage systems, and certain roof coverings also receive protection if they fail.

What your NHBC warranty excludes:

• Wear and tear: Normal deterioration from everyday use never qualifies for claiming on NHBC warranty.
• Maintenance failures: Mould from poor ventilation, rotted timber from lack of treatment, and similar preventable issues fall outside coverage.
• Consequential losses: NHBC repairs the defect but won’t reimburse damaged furniture, temporary accommodation costs, or decreased property value.

NHBC claims: The step-by-step process

Making an NHBC claim follows a strict sequence; skip steps and your claim fails before it starts.

Step 1: Reporting defects to your builder first

• Written notification mandatory: Email or letter your builder immediately when you spot defects, never rely on phone calls alone.
• Detailed descriptions: Specify exact locations, dates discovered, and how problems manifest (water ingress, cracks widening, doors not closing).
• Reasonable timeframe: Give your builder 28 days to respond; this demonstrates you’ve followed proper NHBC claim process requirements.
• Two-year window: During years 1-2, you cannot bypass this step; NHBC will reject direct approaches if you haven’t engaged your builder first.

Step 2: When and how to escalate your NHBC warranty claim

• Builder non-response: After 28 days without builder action or acknowledgment, escalation to NHBC becomes justified.
• Builder refusal: If your builder denies responsibility or claims defects don’t exist, document their refusal and escalate immediately.
• Builder insolvency: When your builder ceases trading or enters administration, contact NHBC directly regardless of the two-year period.
• Years 3-10 defects: Once past the two-year mark, report structural defects straight to NHBC; builder involvement no longer applies.

Step 3: Contacting NHBC – claims number, email, and forms

• NHBC claims number: Call 0800 035 6422 for initial claim discussions and to request your NHBC claim form.
• NHBC claims email: Send detailed written claims to [email protected] with your policy number and property address in the subject line.
• Claim form completion: The official NHBC claim form requires your policy number, defect descriptions, builder contact attempts, and supporting evidence.
• NHBC claims contact: Expect acknowledgment within 5 working days and inspector assignment within 15 working days for urgent structural issues.

NHBC claims when your builder has gone bust

Builder insolvency triggers immediate NHBC warranty protection; you’re not left stranded with an incomplete or defective home.

Your rights under the Buildmark warranty

• Deposit protection: NHBC reimburses up to 10% of your purchase price if your builder goes bust before completing your home.
• Completion guarantee: NHBC either arranges another builder to finish construction or pays you the cost to complete (whichever costs less).
• Two-year defect coverage: NHBC assumes your builder’s obligations for all defects that would have been their responsibility during years 1-2.
• No builder involvement needed: Builder insolvency removes the requirement to contact them first; you deal directly with NHBC from day one.

How to claim directly from NHBC

• Immediate notification: Dial the NHBC contact number (0800 035 6422) the moment you learn of builder insolvency; delays reduce your options.
• Insolvency evidence: Provide Companies House records, administrator appointment notices, or official insolvency documentation to support your NHBC claim.
• Property inspection: NHBC sends surveyors to assess completion status, identify defects, and calculate outstanding work costs.
• Direct payment: NHBC pays completion costs directly to replacement contractors they appoint, not to you; this prevents fund misuse.

NHBC claim costs: Excess, minimums, and limits explained

Every NHBC claim involves financial thresholds that determine whether your claim proceeds and how much you’ll pay.

Understanding NHBC Claim excess charges

• Fixed excess amount: You pay the first portion of repair costs on every successful NHBC warranty claim; this excess applies regardless of claim size.
• Current excess rates: NHBC claim excess typically ranges from £250-£500 depending on your policy year and claim type; check your NHBC certificate for exact figures.
• Per claim application: Each separate NHBC claim attracts its own excess; three different defects reported separately mean three excess payments.
• Years 1-2 difference: During the builder responsibility period, no excess applies because your builder handles repairs; excess only applies when NHBC directly manages work.

NHBC minimum claim value requirements

• Claim threshold exists: NHBC minimum claim value prevents processing of minor repairs that fall below their financial threshold.
• Minimum amounts: The NHBC minimum claim value generally sits around £1,500-£2,000 for structural claims; amounts below this get rejected outright.
• Multiple defects solution: Homeowners often fail to meet the NHBC minimum claim value with single issues; combine several problems into one claim to exceed the threshold.

Maximum NHBC claim limits per issue

• Overall policy cap: NHBC claim limits cap total payouts at your property’s purchase price or £300,000, whichever is lower.
• Completion claims: Builder insolvency completion costs count toward your total NHBC claim limits; subsequent defect claims draw from remaining coverage.
• Multiple claims impact: Each successful NHBC warranty claim reduces your available coverage; the £300,000 isn’t per claim, it’s lifetime total.

Practical tips for successful NHBC claims

Strategic preparation separates successful claims NHBC from rejected ones; small details make enormous differences.

Documentation that strengthens your NHBC warranty claim

• Professional assessments: Commission structural engineers, damp specialists, or building surveyors before submitting NHBC claims; their reports carry far more weight than homeowner observations.
• Comparative photographs: Take images from identical positions monthly to demonstrate defect progression; static problems appear less urgent than worsening ones.
• Builder correspondence file: Compile every email, letter, text message, and recorded delivery receipt showing you’ve attempted resolution; gaps in communication weaken your case.

Common mistakes that destroy NHBC claims

• Attempting DIY repairs: Homeowners who patch defects themselves destroy evidence NHBC inspectors need; never repair before claiming, even temporarily.
• Missing reporting deadlines: Discovering defects in year two but reporting in year three shifts coverage from builder responsibility to structural-only; timing changes everything.
• Single-defect submissions: Reporting one £800 defect, then another £700 defect separately means two rejected NHBC claims below the NHBC minimum claim value 2024; combine them.
• Skipping builder contact: Going straight to NHBC during years 1-2 without attempting builder resolution guarantees immediate rejection; follow the NHBC claim process sequence.

FAQs

• How do I claim on my NHBC warranty? Years 1-2: Report defects to your builder in writing, wait 28 days. No response? Call NHBC claims number 0800 035 6422. Years 3-10: Contact NHBC directly with your NHBC claim form and evidence.
• How to claim on NHBC when my builder won’t respond? After 28 days, escalate to NHBC with proof of contact attempts. Builder gone bust? Contact NHBC immediately; no builder notification needed.
• How to make an NHBC claim that meets minimum value requirements? Combine multiple defects into one submission. NHBC minimum claim value is £1,500-£2,000. Professional repair quotes prove you exceed the threshold and avoid multiple NHBC claim excess
• What does NHBC stand for? NHBC stands for National House Building Council, a regulatory body enforcing building standards through Buildmark new construction home warranty protecting against defects and builder insolvency.
• What is a NHBC certificate? Your NHBC certificate proves new house warranty coverage with your policy number and dates. Essential for making NHBC claims; without it, no protection access.
• What is NHBC guarantee? A new construction home warranty providing up to £300,000: deposit protection, completion guarantees, two-year defect coverage, and 10-year structural protection.

Your NHBC warranty provides substantial protection, but only when activated correctly. Report defects promptly, document everything meticulously, and escalate strategically. Whether dealing with unresponsive builders or rejected NHBC claims, following proper procedures maximises your chances of securing the repairs your home deserves.

Don’t let your NHBC claim fail!

Qredible’s network of specialist construction law solicitors can challenge unfair decisions, strengthen your evidence, and maximize your settlement.

KEY TAKEAWAYS:

• NHBC warranty covers all defects through builders in years 1-2, then structural defects only via NHBC in years 3-10, excluding wear, maintenance, and consequential losses.
• Successful NHBC claims need written builder notification, 28-day waits, combined defects exceeding NHBC minimum claim value, professional evidence, and strict NHBC claim process compliance.
• Builder insolvency triggers immediate NHBC protection: deposit reimbursement, completion guarantees, and direct claiming on NHBC warranty without builder contact, capped at NHBC claim limits of £300,000.