Buildmark video library
Watch for answers to the most frequently asked questions about our Buildmark policy
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.
Do you need more information?
If our videos didn't answer your query, please get in touch with our Customer Services team.