NHBC Arvostelua 

Ease of process from first contact with office to works being carried out as agreed and on time, surpassing my expectations!

The NHBC is a sham!

We moved in to our new build property in 2019, meaning we still had a few years on our warranty with NHBC. Recently, through a home survey we found that there was two major defects in the drainage installation. This has caused water to leak out to the foundation of our property. The issue also meant that rainwater was being withheld in drier months, leaking through the front pipe. The back pipe was installed at an upward tilt, meaning that water was just being held in to the drainage system without being properly drained out.

Further issues showed that there were high damp readings in our property - which is what alerted us to do a CCTV drainage survey. The drainage engineers told us that we needed to fix the issue, and that it would cost us £2,700 (inc. VAT). We felt, because we have a young family and a pet, and an elderly mother living with us - we didn't want to take any further risk, because we knew that if we had to undergo these works through NHBC - we would be waiting months, maybe in to winter, which we couldn't afford to risk.

The issue of the damp was high, and then potential harm from mould growth in these cooler months was a huge risk amongst our family. I have asthma, and my daughter is susceptible to chest infections. We didn't want the leak from the drainage to cause any damage to our property so we decided to take the works on ourselves.

Once the works were completed, we submitted a claim to NHBC under the drainage issue. We initially got a call from Jennifer, who straight up told us this claim was open and shut, and nothing could be done about it. We got very upset, and at that time I wanted to raise a further complaint with NHBC and consumer affairs. A little while later, I got a phone call from NHBC again from Kelli, who mentioned that I got incorrect information from the previous call, and that she will need more information for our case to go to an claims investigator. We were happy with this, so stopped with the initial complaint.

We sent the claims investigator - CCTV videos which clearly showed the defect and the withholding of water; the upward tilt of the back drainage pipe along with photos and videos of all the issues being resolved. This also included a thorough report from our drainage engineers which categorically states that the installation of the pipes was done incorrectly.

Kelli told me this morning that the claim for our reimbursement for £2,700 out of pocket that we paid for was rejected. Because apparently the issue didn't equal to actual problems in our house.

What I've concluded from not only our experience, but others here too - that the NHBC is not actually a valid entity in making serious claims. They are not actually going to help you. They are going to find clauses that will go against you, and your claim. They will not support you or the stress that the developers caused you.

We are currently going through the complaints procedure, but honestly - I already know that no one from NHBC will help us, or actually do anything further with this. They've just put it against a clause that doesn't fit their claim and I know it is futile, but we are wanting our £2700 money back somehow. This issue was not our fault. It was something we would have never known - and now, here we are, trying to protect our family and feeling so alone.

I guess next stop is the Ombudsman..

Without our knowledge, consultation or consent, contractors acting for the developer came onto our private driveway and began breaking up the tarmac.

At no point were we informed that a neighbour had registered an NHBC claim which supposedly affected both the shared cul-de-sac road and our private owned driveway.

We only found out what was happening by confronting the contractors on site, speaking to our property developer and urgently asking NHBC what was going on.

We were then told that our tarmac driveway was being replaced with mesh, stone infill and edging. We had to stop the work ourselves and ask people to get off our land.

NHBC’s lack of response and urgency, and complete lack of apparent care or communication has been deeply disappointing. They say they did not appoint the contractor and did not authorise entry onto private land, but they have still failed to answer the most basic questions:

Why were we not notified that a claim had been registered which affected our property?

What precise area was assessed?

Did NHBC know that the area concerned was privately owned land?

On what basis was our driveway included in the scope at all without communication?

There has been no meaningful help, no ownership and no documentation provided despite repeated requests. It should not be possible for a neighbour to raise a claim relating to a shared road which then results in another homeowner’s private land being assessed, included in a proposed solution and physically dug up without their knowledge or consent.

David Wilson Homes has now accepted that it should not have entered our property and started digging without clear agreement, and has agreed to reinstate the driveway in tarmac. But NHBC still needs to account for its role in allowing this situation to reach this point.

A very poor experience. Homeowners deserve transparency, clear communication, urgency and basic accountability when an NHBC claim has the potential to affect their home or private property.

My builder stopped responding months ago, so I turned to NHBC for help resolving significant defects. Unfortunately, the experience has been extremely disappointing.

Rather than helping to investigate issues, including concerns which I believe raised potential safety implications, NHBC seemed more focused on finding reasons not to act. At several points I was given explanations that did not make sense and appeared designed to justify inaction rather than address the underlying problem.

After months of pursuing the matter, I have been left with little choice but to accept the payment offered and try to resolve the issues myself. The process has left me with very little confidence that NHBC provides the level of protection homeowners are led to expect when purchasing a new-build property.

Based on my experience, the organisation is not fit for its stated purpose and falls well below even the minimum standard I would expect from a warranty provider. I sincerely hope the system is replaced or reformed so that future homeowners receive the support they have been promised.

NHBC were attentive, clear and helpful at all times.

Easy enough to claim and got all my windows sorted

Got there in the end, Only took 6 years!

I would like to give NHBC a well-deserved 5-star review for the way they handled my claim. After the No.1 Castlefield developer went into administration, I submitted a claim for reimbursement of my 10% deposit.

I am extremely grateful that NHBC accepted my claim and provided support during what was a very stressful and uncertain situation. Their assisstance has given me much-needed reassurance and peace of mind.

Thank you to the NHBC team for your support, professionalism, and for honouring the protection provided. I truly appreciate your help and would highly recommend NHBC based on my experience.

Okokokokokokok

I bought a new property in March 2026 and I have been explaining to the builders, Hills in Cambridge, that the windows have a defect in their design and could be life threatening. The builder is preferring to ignore the problem so I am asking the NHBC to investigate and they won't do anything until my solicitor activates the policy which requires the Land Registry documents, which we don't have - So ..... NHBC would rather wait for a piece of paper that is out of everyone's control and HOPE that no-one is killed in the meantime !!! Is this a protective company that is fit for purpose when Lives are worth less than pieces of paper !!! Someone at NHBC needs to wake up to their responsibility and become accountable for the role they play in House Building - This is SHOCKING !!

The people who helped me were very kind and efficient. They listened and were quick to answer any queries. The whole process were smooth and easy. Thank you.

Claims handlers very understanding and I felt valued as a client. Very prompt action.

I bought a new build property in August 2025 and I have nothing but positive comments.

The communication from NHBC and Bellway has been quick, details and friendly. Any snagging issues were fixed super quickly and efficiently.

When we moved in, everything was explained to us really clearly and no question was a silly question which, as a first time buyer, was really important.

The quality of our property is to such a high standard, being specifically impressed with the quality of sound proofing.

I would 100% buy from Bellway and use NHBC again, and would and have recommended to friends and family looking to buy a new build.

Olivia

NHBC are abhorrent. Palm you off when you have had faulty drains and pipes for 7+ years and sewage smells spewing into your garden for years.. Said I chose the company for the works. No. They did. They just conveniently lie about this and they know this. Liars and frauds. Allow builders to leave sewage filled disgusting houses. Vile.

Just so far so good. Case handler didn't handle the whole process but just at the beginning. I became the case handler to communicate with my property developers and NHBC itself. It makes the delayed of every steps since the communication involved at least 3 parties. Fortunately, my problem was finally be solved and completed in 5 months which wasn't a very big issue.

Very professional, courteous and punctual.

My claim was acknowledged promptly and I was given detailed information throughout the process.

Very helpful and always kept checking in to see if problem had been resolved.

I expected NHBC to act as an independent organisation, but that certainly wasn’t my experience. My claim was rejected without anyone from NHBC carrying out a site inspection, despite the developer previously sending contractors to my property to attempt remedial works for the very issue I am now disputing.

The decision appears to have been made from photographs and paperwork alone, with little effort to independently establish the facts. I was repeatedly told there was “insufficient evidence”, yet no independent surveyor visited the property to assess the situation first.

Throughout the process I felt that NHBC placed more weight on the developer’s position than carrying out its own impartial investigation. For an organisation that promotes itself as providing an independent resolution service, this was extremely disappointing.

Communication has been poor, the complaints process has left me with very little confidence, and I have had to fight for basic answers and information. I am now pursuing a formal complaint and requesting disclosure of all information held on my case.

Based on my experience, I cannot recommend NHBC’s Resolution Service.