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
Company replied
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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
546 reviews
Asks customers to review
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Replied to 42% of negative reviews
Typically replies within 24 hours
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Reply from NHBC
Hi Sally. Thank you for taking time to share your experience. We are so glad to hear of the satisfaction with our service and how quickly we were able to assist. Many thanks, Chris.
Even though my house is over 10yrs old…
Even though my house is over 10yrs old and had had a previous repair to the bay window done, they have returned to fix it again. Great result and fantastic service.
26 April 2026
Reply from NHBC
Hi Russell, thank you for taking the time to share your positive experience.
We’re pleased we could return and resolve the issue with your bay window, and that you were happy with both the result and our service. Thanks, Anne
Reply from NHBC
Hi Bernard,
Thank you so much for taking the time to share your positive experience.
We’re really glad you found our service professional.
Thanks, Chris
They helped a lot with the case and…
They helped a lot with the case and infromed me in every stage. I didn't need to deal with the construction companies.
24 April 2026
Reply from NHBC
Hi SB. thank you for taking the time to share your positive experience.
We’re glad we could keep you informed throughout the case and handle everything with the construction companies on your behalf. Thanks Anne
Excellent communication
Excellent communication, work carried out swiftly and to a high standard.
23 April 2026
Reply from NHBC
Hi Jonathan,
Thank you for taking the time to share your positive experience. We’re really glad to hear everything was communicated clearly and works were completed promptly and to a high standard. Thanks, Chris,
Great communication
Great communication, excellent customer service with knowledgeable Claims Handlers.
23 April 2026
Reply from NHBC
Hi Bob, thank you for taking the time to share your positive experience.
We’re really pleased to hear that you found our Claims Handlers knowledgeable and that you experienced great communication and excellent service throughout. Thanks, Anne
Successful application
The representative was extremely understanding and made me feel she genuinely wanted to help.
22 April 2026
Reply from NHBC
Hi Bryan. Thank you for sharing your experience. We’re delighted to hear that the handler showed understanding and was eager to help. Thanks, Chris.
Reply from NHBC
Hi Ms MG, thank you so much for taking the time to share your positive experience.
We’re pleased to hear you found our staff professional and efficient. Thanks, Anne
Mouldy loft, builders fault, my problem.
Bought a new build with NHBC sign off and warranty.
2 years down the line I have a mouldy loft. NHBC sent someone out to inspect and confirmed 3 things were done out of compliance and have caused the mould. However, because I am out of the initial 2 year period, they are not technically obliged to do anything about it - so they're not.
How am I meant to spot and report mould in my loft within the first 2 years? It has taken time to grow. I am now left with this problem and figuring out how to sort it myself.
NHBC have been absolutely useless. Their inspectors obviously dont inspect properly, and their sign off and warranty is worth less than the paper its written on.
20 April 2026
Unprompted review
Reply from NHBC
Hi. Thank you for sharing your experience. We’re sorry to hear about the problems you’ve experienced and your dissatisfaction with NHBC. If you would like a member of our complaints team to look into this for you, please reach out to us via www.nhbc.co.uk/contact/complaints. Thanks, Chris.
NHBC helped move things forward
I contacted NHBC as Redrow were failing to rectify some significant issues. The staff I spoke to at the NHBC were incredibly helpful. I had put off contacting the NHBC as a few staff at Redrow had mentioned that the NHBC is a waste of time, but I found them to be very helpful with my issue, and I don't believe the builder Redrow would have rectified the issue if I hadn't approached the NHBC. I would urge all homeowners to contact the NHBC and not believe what builders and contractors are saying about the NHBC not being able to do anything.
2 September 2025
Unprompted review
Reply from NHBC
Thank you for your positive feedback. We’re pleased our team was able to support you and help progress your concerns. We appreciate you encouraging other homeowners to contact us if they need independent assistance. Thanks Anne.
Amazing service
Amazing service.
I spoke with Tonica today who was polite, very professional and super effective sending the doc straight away. There was no wait time in the queue. Excellent service
16 April 2026
Unprompted review
Reply from NHBC
Hi Sabrina, Thank you for taking the time to share your feedback.
We're really pleased to hear that Tonica provided such a prompt and professional service. We'll be sure to pass on your kind comments. Thanks, Anne
Reply from NHBC
Hi Mr Fontaine, thank you so much for taking the time to share your positive experience
We are really glad you found the process so helpful. Thanks, Anne
Reply from NHBC
Hi, thank you so much for taking the time to share your positive experience.
We’re really pleased to hear that you felt supported. Thanks, Chris
Apart from the phone call at the very…
Apart from the phone call at the very start when I was patronised and told to “manage my expectations” the experience has been faultless. Regular updates and professionalism. Quick acting on the problem and fast payment. Very grateful. Thank you!
9 April 2026
Reply from NHBC
Hi Jenny. Thank you for taking the time to share your experience.
We’re delighted to hear that in the main your experience was faultless, with regular updates, professionalism, and a quick resolution. Your comments regarding the initial phone call have been noted and we appreciate you bringing this to our attention. We will pass this on to the claims department, so we can continue improving the service our customers receive. Thanks Anne
Reply from NHBC
Hi Pedro, thank you so much for taking the time to share your positive experience.
We’re really pleased to hear that you felt fully supported and received great customer service. Thanks, Chris
Quick and easy help and support.
10 April 2026
Reply from NHBC
Hi Caroline, thank you so much for taking the time to share such a positive experience.
We’re pleased to hear that your claim was handled so quickly and you felt fully supported. Thanks, Chris
Having spent 46 years registering and…
Having spent 46 years registering and building houses to NHBC standards and now retired for 16 years I am dismayed with the poor quality control of new build housing. The builder and NHBC responses to defects and complaints is one of a lack of respect and making life as difficult as possible to raise a complaint.
Problems experienced are waterlogged garden, leaking gutters, badly installed and leaking ASHP installation, sewage smells from kitchen sink and bathroom plumbing and now leaking toilet 30 months after moving in.
It is obvious the site management was not capable of managing the site labour and subcontractors and NHBC did not adequately inspect the work for compliance of their standards or Building Control. After several attempts to complain direct I have given up.
These comments apply equally to Spitfire Bespoke Homes Ltd.
20 February 2026
Unprompted review
Reply from NHBC
Hi. Thank you for sharing your experience. We’re sorry to hear about the problems you’ve experienced and your dissatisfaction with NHBC. If you would like a member of our complaints team to look into this for you, please reach out to us via www.nhbc.co.uk/contact/complaints. Thanks, Chris.
It's taken around a year to settle our…
It's taken around a year to settle our claim after multiple chaser emails and challenges from NHBC who should be there to support house builders.
8 April 2026
Reply from NHBC
Hi Mr Davies, thank you for leaving your feedback. We are very sorry to learn of the delays you experienced during your claim. Your feedback is taken seriously, and will be passed on to the claims department, so we can continue improving the service our customers receive. Thanks, Anne
Excellent service from NHBC.
The whole experience from the initial reporting, through directing what action was required and ensuring a speedy resolution was flawless.
11 April 2026
Reply from NHBC
Hi Christine,
Thank you so much for taking the time to share such a positive experience.
We’re pleased to hear that your claim was handled so quickly and smoothly. Thanks, Chris.
Good Communication
Good Communication, but t he ere were sometimes long delays between contacts. Problem took a long time to be resolved.
8 April 2026
Reply from NHBC
Hi Carolyn,
Thank you for taking the time to share your experience.
We are pleased to hear that you felt the communication throughout was good. We do, however, note your comments regarding the timeline to resolve matters and appreciate you bringing this to our attention. Your feedback is valued and will be passed on to the claims department, so we continue improve the service we provide. Thanks, Chris.
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