New Build Warranty Claims (NHBC) | Consumer Claims Handbook

#At a Glance


Difficulty	⭐⭐ Medium
Time to DIY	2–4 hours
Payout	Repairs or compensation
Time Limit	10 years from completion
Escalation	Warranty provider / Resolution service

#What Is It?

Most new-build homes come with a structural warranty, typically from:

NHBC (National House Building Council) – most common
LABC Warranty
Premier Guarantee
Checkmate
ICW (Independent Warranty Association)

These warranties have two phases:

Years 1–2: Builder fixes defects (builder's liability period)
Years 3–10: Warranty provider covers major structural issues

#What's Covered?

#Years 1–2 (Builder Responsible)

The builder must fix defects that breach Building Regulations or NHBC standards:

Plumbing and heating issues
Electrical problems
Damp and water ingress
Poor workmanship
Items not matching specification

#Years 3–10 (Warranty Provider)

Covers structural defects only:

Foundation problems
Load-bearing walls
Roof structure
Floor structure
Chimneys and flues
External render (if affecting weather resistance)
Retaining walls

#NOT Typically Covered

Cosmetic issues (after year 2)
Wear and tear
Landscaping and fencing
Appliances
Shrinkage cracks (minor)
Condensation (unless caused by defect)

#Step-by-Step Process

#Years 1–2: Dealing with the Builder

Step 1: Document Everything

Photograph all defects
Note when you first noticed them
Keep records of all communications

Step 2: Report to Builder in Writing

Email or letter (keep proof)
List all defects clearly
Request repair within reasonable timeframe (14–28 days)

Step 3: Escalate to Warranty Provider

If builder doesn't respond or fix properly:

Contact your warranty provider
They can pressure the builder
NHBC has a resolution service for disputes

Step 4: Use Resolution Service

NHBC: Free resolution and claims service
Can instruct builder to make repairs
Can award compensation if builder fails

#Years 3–10: Structural Claims

Step 1: Check It's Structural

Must be a genuine structural defect
Minor cracks and cosmetic issues aren't covered

Step 2: Report to Warranty Provider

Contact NHBC/warranty provider directly
They'll arrange an inspection
Claim must be within 10 years of completion

Step 3: Inspection and Decision

Surveyor assesses the defect
Provider decides if it's covered
If approved, repairs arranged or compensation paid

#Evidence You'll Need

Warranty documents and policy number
Completion/handover date
Photos of defects (with dates)
Written reports to builder
Builder's responses
Independent survey (for disputed claims)
Repair quotes (if seeking compensation)

#NHBC Resolution Service

If the builder won't cooperate:

Report to NHBC: Call 0800 035 6422 or use NHBC online portal
NHBC contacts builder: Gives them deadline to respond
Investigation: NHBC may inspect or review evidence
Decision: Can require builder to make repairs
If builder still fails: NHBC may carry out repairs directly

#Common Defects in New Builds

Snagging issues (minor defects at handover)
Poor plastering and finishing
Gaps around windows/doors
Drainage problems
Heating system issues
Squeaky floors
Cracks (some settlement is normal, structural cracks are not)

#Common Questions

Q: The builder has gone bust – what now?

Your warranty should still cover you. Contact the warranty provider directly – they step in when builders can't fulfil obligations.

Q: NHBC says it's not structural – can I appeal?

Yes. Request a formal review. Consider getting an independent surveyor's report to support your case.

Q: My home is 18 months old – should I log everything now?

Yes. Create a comprehensive snagging list before your 2-year builder's liability period ends. After that, only structural defects are covered.

Q: Can I get compensation instead of repairs?

Sometimes. If NHBC determines repairs aren't practical, they may offer a cash settlement. Get your own quotes to ensure it's fair.