repairs carried out but took a while to complete. Delays in fitting a velux window were out of the control of NHBC. Wrong window delivered. Then damaged window. Then sent to the wrong site. Finally fi... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
They are prompt to handle complaints and are experience to handle issues. However, the builder may not be so cooperative and may lead to unnecessary delay to fix the problem. But this is not caused... See more
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They were very helpful, explained the process in full and were also available for follow up questions. Ideally would have preferred an inspection of the roof area as opposed to it all being based on... See more
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I reported the (damp) problem on 9th March 2026. The NHBC surveyor didn’t visit me until 14th April. I received their offer around 24th April and then had to get quotes for the work. Two quotes wer... See more
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Company details
Written by the company
NHBC is the UK’s leading independent provider of warranty and insurance for new-build homes. We are a non-profit distributing organisation with no shareholders and operate independently of government and the construction industry. Established in 1936, our purpose is to raise standards in home building by championing high-quality homes and to protect homeowners. Our warranty and insurance products typically cover the first purchaser’s deposit between exchange and completion, and then provides cover for the home for a further ten years, split into a two-year builder warranty and then eight years of insurance cover. At any given time, around 1.5 million homes are covered by NHBC. In the past year, we have helped over 6400 homeowners repair their homes. Find out more about the cover we provide, how we raise standards in home building and protect homeowners at nhbc.co.uk’
Contact info
Davy Avenue, MK5, United Kingdom
- nhbc.co.uk
3.6
Average
552 reviews
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Replied to 46% of negative reviews
Typically replies within 24 hours
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From start to finish my issue was well…
From start to finish my issue was well handled and fixed with no fuss. The work was carried out professional, polite people. I’m very pleased with the outcome.
11 June 2026
Reply from NHBC
Hi. Thank you very much for your kind feedback. We’re pleased the works were completed professionally and that matters were well handled by the team. Thanks, Chris.
Following a lengthy claim process with…
Following a lengthy claim process with NHBC, I have been left disappointed by the overall experience.
Whilst NHBC ultimately accepted and paid out for a roof leak affecting my property, the process of getting there was unnecessarily difficult and frustrating. Throughout the investigation, I felt there was a strong focus on attributing issues to homeowner behaviour rather than fully investigating potential underlying causes.
Several mould and damp concerns were dismissed as condensation despite what I felt were reasonable questions regarding the sudden appearance of the issues after years without problems. Explanations provided often felt speculative, and many of my concerns were not properly addressed.
The accepted roof defect involved solar panel flashings, yet once NHBC opted for a cash settlement, I was left to source specialist contractors myself. Despite multiple contractors attending, obtaining quotations proved extremely difficult due to the nature of the work. I found it disappointing that no practical assistance could be offered in helping identify suitable contractors.
To be fair, NHBC did eventually accept responsibility for the roof leak and make a payment. However, the overall claims and complaints process left me with little confidence that my concerns were investigated thoroughly or impartially.
Based on my experience, I would encourage homeowners to keep detailed records, photographs, and correspondence from the outset.
11 June 2026
Reply from NHBC
Hi Mr Cruickshanks Thank you for taking the time to share what happened. We’re genuinely sorry to hear how difficult and frustrating your experience felt for you. That’s never the experience we want for anyone.
We appreciate you explaining everything in such detail - it helps us understand how the situation impacted you and where it fell short of expectations. Although your complaint has already been reviewed, please know your feedback is taken seriously and is passed on, so we can continue improving the service our customers receive.
Thank you again for reaching out and sharing your experience. We’re sorry it wasn’t a positive one, and we wish you all the best going forward. Thanks, Anne
Refusing to take responsibility for work commissioned by them
We had a false chimney removed by a roofer employed by NHBC - AFTER the work was done we noted that on one side of roof near the ridge was staining and mold - apparently that is nothing to do with them ?? to put it politely this decision is somewhat bizarre
10 June 2026
Reply from NHBC
Hi Mr Major. Thank you for your comments. We are sorry to hear about the concerns you have raised regarding the work carried out and the subsequent issues you have identified.
If you would like this to be reviewed further, our Complaints Team would be happy to look into this for you. Please contact us via: www.nhbc.co.uk/contact/complaints. Thank you again for sharing your experience, and we’re sorry it has not been a positive one. Thanks, Anne
NHCB great experience
I contacted NHCB with some issues on our property. They were great, quick to make contact and go through the process to resolve.
Very professional too
18 May 2026
Reply from NHBC
Hi Sandhu. Thank you for your feedback.
We’re pleased to hear you found the process quick and professional.. Thanks, Chris.
Satisfactory outcome
Although the process took quite some to get a decision, once agreed to it was handled very professionally.
5 June 2026
Reply from NHBC
Hi Rudy. Thank you for your feedback. We appreciate your patience while we worked through the process, and we’re pleased to hear that once a decision was reached, it was handled professionally. Your comments are valuable and help us continue to improve our service. Thanks Anne.
Very impressed
Very impressed. Dealt with our claim very quickly and gave us a detailed break down of the work required. This helped us getting in quotes to get the remedial work done.
2 June 2026
Reply from NHBC
Hi Jez. Thank you for your kind review!
We're delighted to hear you were pleased with how quickly your claim was handled and that the detailed breakdown helped you arrange the necessary remedial work. We really appreciate your feedback. Thanks, Anne
Roof leaking
It took a few good months to get my case to a resolution but happened at the end !
1 June 2026
Reply from NHBC
Hi Mr Siminiuc, thank you for your feedback. We appreciate your patience and we’re pleased your case was resolved to your satisfaction in the end. Thanks, Chris.
you were very efficient at getting DWH…
you were very efficient at getting DWH to do the work required.
Your contact with me was fast and effective.
3 June 2026
Reply from NHBC
Hi Mr Pill. Thank you very much for your kind feedback. We’re pleased the works were completed efficiently and that the team kept in touch with you quickly and effectively. Thanks, Chris.
Reply from NHBC
Hi Chris, thank you for your kind feedback! We're glad you found our service easy to deal with and quick to respond. We’re pleased we could help. Thanks, Anne
Very impressed and satisfied
Very prompt response, quick arrangement of visit, clear communications and sense that they were trying to address issues and not avoid costs.
30 May 2026
Reply from NHBC
Hi Mr Bradley. Thank you for your kind feedback.
We’re really pleased to hear matters were dealt with promptly and that communication was clear, with the team keen to address the issues raised. Thanks, Chris.
Roof leak claim.From the point we reported our problem…
From the point we reported our problem everyone involved acted professionally and the lines of communication was very clear and easy to understand.
The only criticism we would have was the length of time it took to repair our roof, luckily the weather was kind over recent weeks but if it hadn’t the probability was that further damage would have been caused.
2 June 2026
Reply from NHBC
Hi Mr and Mrs Jenkins. Thank you for your feedback. We’re really pleased to hear that you found our team professional and communication clear throughout your claim.
We’re sorry that the repair timescale didn’t meet your expectations. We understand your concerns, especially given the potential risk of further damage, and we appreciate your patience while the work was completed. Your comments have been noted and will help us improve our service going forward. Thanks, Anne
Reply from NHBC
Hi Steve. Thank you for your feedback. We’re pleased to hear you found the process clear and the team helpful. Thanks, Chris
They are prompt to handle complaints…
They are prompt to handle complaints and are experience to handle issues. However, the builder may not be so cooperative and may lead to unnecessary delay to fix the problem. But this is not caused by NHBC.
30 May 2026
Reply from NHBC
Hi . Thank you for your feedback. We're glad you found our team prompt and experienced in handling your complaint. We appreciate your comments and remain committed to providing the best support possible. Thanks, Anne
Not much point in contacting this…
Not much point in contacting this group. My external plumbing cracks every year in different places. Builder clearly used sub standard materials. Slowly replacing as leaks are found at my own cost. Expected nothing and received nothing.
29 May 2026
Unprompted review
Reply from NHBC
Hi Barry.
Thank you for taking the time to share your experience. We’re sorry to hear about the problems you’ve experienced with your home and your dissatisfaction with NHBC.
While we do understand how frustrating and disappointing this situation must be, unfortunately the issues you have raised with your plumbing are not covered under Section 3 (years 3 to 10). If I may refer you to page 17 of your Buildmark policy booklet, you will see that the cover we provide applies to physical damage to your home where the builder has failed to meet certain NHBC requirements when constructing the listed parts of the home. As plumbing is not one of those listed parts, regrettably the criteria for a valid claim have not been met.
Thank you again for taking the time to share your experience. We are sorry that, on this occasion, we are unable to take your claim any further. Thanks, Chris.
Prompt response and follow-up
I was very happy with the prompt response to my initial concern and regular follow up from start to finish.
29 May 2026
Reply from NHBC
Hi Kerry. Thank you for your kind feedback.
We’re really pleased to hear you were happy with the prompt response and the regular follow-up throughout your case. It’s great to know our team kept you informed from start to finish. Thanks, Anne
Fobbed off
Told me builder had done their job. Thermal issue, normal for building materials and referenced a document. Yeah normal on one out of 192 properties on site!?
Fobbed off, even though evidenced the builder had tried and failed to remediate four times.
Was told to fix it myself.
12 May 2026
Reply from NHBC
Hi Gary, thank you for your feedback.
We’re sorry to hear that you’re unhappy with the decision on your claim and that you feel your concerns haven’t been taken seriously, particularly given the builder has attempted to resolve the issue on several occasions.
If you would like this to be reviewed further, our Complaints Team would be happy to look into this for you. Please contact us via: www.nhbc.co.uk/contact/complaints.
Thank you again for sharing your experience, and we’re sorry it has not been a positive one. Thanks, Anne
The tale of the leaking chimney
From start to finish the problem of our leaking chimney was dealt with efficiently and to high standards. Good communications throughout were followed up by actions to solve the problem and a fair compensation was agreed to fix the problem.
26 May 2026
Reply from NHBC
Hi. Thank you for taking the time to share your positive feedback.
We’re glad that the issue with your chimney was dealt with efficiently and that communication was good throughout. Thanks, Chris.
Excellent service to rectify my issue
19 May 2026
Reply from NHBC
Hi David. Thank you for your feedback.
We’re pleased we could resolve your issue and provide a positive experience. Thanks, Anne
Reply from NHBC
Hi Jimmy. Thank you for your great feedback
We’re delighted to know you found our team helpful and easy to work with! Thanks Anne
Terrible customer service from NHBC
Terrible customer service from NHBC. Initially they seemed helpful and eventually sent an inspector out, but we have no idea what qualifications he actually had to comment on roofing defects. The inspector confirmed that Keepmoat had breached NHBC standards — standards that NHBC themselves originally signed off.
The work was then passed back to the builder to repair. They initially agreed, then later refused, and after months of chasing we were simply told to find our own contractor. We contacted several contractors and only one was willing to take the work on, but NHBC then refused to accept their quote.
As a result, we are left with a defective roof and water leaking through electrical fittings while NHBC do nothing meaningful to help. The inspector also admitted he could not be certain the solar panel flashing was actually the cause of the leak, meaning we could pay for the recommended work and still not resolve the issue. If that happens, we are then left facing a legal battle with the builder ourselves.
This does not put homeowners back in the position they were in before the damage occurred. There is no real independence or transparency between NHBC and the builder. The builder funds the repairs, so there appears to be a clear incentive for NHBC to keep costs as low as possible. NHBC do not send an independent chartered surveyor or qualified roofing expert — only their own claims investigators — leaving homeowners with no confidence that the proposed repairs are adequate or even correct.
Appalling service from the very organisation that is supposed to protect homeowners.
21 May 2026
Unprompted review
Reply from NHBC
Hi Krystal. Thank you for your feedback.
We’re very sorry to hear that you’re unhappy with the service you’ve received. We can confirm your complaint has been logged with our Consumer Affairs Team, who will be in contact with you shortly and will carry out a detailed review of your concerns. Thanks, Chris.
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