NHBC Buildmark Warranty: What It Covers, What It Doesn't, and How to Make a Claim

What NHBC Buildmark Is

The National House Building Council (NHBC) is a non-profit organisation that provides warranty and insurance cover for new homes. Its flagship product, Buildmark, covers around 80% of all new homes built in the UK. If you have bought or are considering buying a new build in England, Wales, or Scotland, the property is very likely to come with a Buildmark warranty.

The warranty is a form of insurance: it protects buyers against specific defects arising from the builder's failure to meet NHBC's technical standards. It is not a comprehensive guarantee that nothing will ever go wrong with the property.

Cover Periods: The Two-Year and Ten-Year Split

Buildmark operates in two distinct phases:

**Years 1 and 2: Builder's period**

In the first two years after legal completion, the primary responsibility for defects lies with the builder (registered with NHBC). During this period, you report defects directly to the builder, who is contractually required under the Buildmark warranty to fix them. NHBC is the insurer backstop — if the builder refuses to act, goes out of business, or disputes whether something is a defect, NHBC can step in.

This period is intended to cover defects arising from workmanship and materials: things that were not built to NHBC's technical standards and manifest in the first two years.

**Years 3 to 10: NHBC insurance period**

From year three onwards, the builder is no longer primarily responsible. Claims for major structural defects are made directly to NHBC. The cover in this period is specifically for damage resulting from physical damage to or failure of a specified load-bearing part of the structure, meaning the walls, floors, roof structure, and foundations. It does not cover general wear and tear or cosmetic issues.

What Buildmark Covers

Within the above periods, Buildmark covers:

• Damage resulting from the builder's failure to comply with NHBC's technical requirements
• Major structural defects in years 3–10
• Contaminated land (if the property was built on contaminated land that NHBC was not aware of)
• Deposit protection: if the builder goes insolvent before completion, your deposit (up to specified limits) is protected

What Buildmark Does Not Cover

Buildmark has extensive exclusions that catch many buyers by surprise. It does not cover:

• **Normal wear and tear**: Gradual deterioration of materials, paint, sealants, and decorative finishes
• **Shrinkage and movement**: Minor shrinkage cracking — extremely common in new builds as they dry out — is specifically excluded in most circumstances
• **Condensation**: Condensation arising from how the occupants use the property (insufficient ventilation, high indoor humidity) is excluded. This is a common source of disputes
• **Damage caused by occupants**: Accidental damage, DIY work gone wrong, or damage from modifications
• **Garden, drainage outfall, and boundary structures**: Not included in the structural warranty
• **Service installations**: Central heating, plumbing, electrical — these are covered only if the damage arises from a builder's failure to meet NHBC standards (e.g. poorly installed pipework that subsequently fails), not for general breakdown

How to Make a Claim: Year 1 and 2

1. Report the defect to the builder in writing, describing the issue and requesting remedy within a reasonable timeframe

2. If the builder does not respond or disputes the issue, contact NHBC's Resolution Service

3. NHBC will attempt to resolve the dispute between you and the builder

4. If resolution fails, NHBC can direct the builder to carry out the repair or, if the builder is insolvent, carry out the work itself

Keep all correspondence in writing. Photograph defects before and after any (alleged) remediation.

How to Make a Claim: Years 3 to 10

1. Contact NHBC directly via nhbc.co.uk or 0344 633 1000

2. Submit a claim form with photographs and description of the defect

3. NHBC will appoint an inspector to assess whether the defect falls within the warranty scope

4. If the claim is accepted, NHBC arranges and funds the remediation

Common Complaints and Disputes

NHBC faces regular criticism from new build buyers. The most frequent complaints involve:

• NHBC classifying defects as "normal shrinkage" or "acceptable workmanship" rather than warranty failures
• Slow response times during the Year 1–2 builder's period
• Disputes over whether condensation-related damage is covered

If you disagree with an NHBC decision, the first step is NHBC's own complaints process. If unresolved, complaints can be escalated to the Financial Ombudsman Service, as NHBC is an FCA-regulated insurer.

The New Homes Ombudsman

Since 2022, a New Homes Ombudsman scheme operates alongside NHBC, providing an additional dispute resolution route for new build buyers who cannot resolve complaints directly with their developer. This is separate from NHBC's own process and provides an independent route to redress for build quality complaints.