Once the repair works were carried out, the standard was acceptable. The people I spoke to were polite and professional. The problem is, I had to be persistent to get them to listen. Their first defen... See more
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Review summary
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Whilst all the good people I spoke with at NHBC were so helpful they were let down by their internal finance department. My settlement took nearly four weeks to come through after multiple telphone c... See more
Company replied
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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The final outcome of the work to repair a roof leak was great, I would have given 5 stars had it not taken 5 months to carry out the work. Also communication could have been better in the early stages... 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
3.3
Average
495 reviews
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Replied to 20% of negative reviews
Typically replies within 24 hours
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A straightforward and clear claim…
A straightforward and clear claim process. Their communication and support has been friendly and excellent.
5 May 2026
Reply from NHBC
Hi Laksitha,
Thank you for taking the time to share your positive feedback.
We’re glad you found the process clear, the team friendly, and felt fully supported throughout.
Thanks,
Chris
Whilst all the good people I spoke with their internal finance department let them down. However a journey of discovery was most enjoyable, Not!!
Whilst all the good people I spoke with at NHBC were so helpful they were let down by their internal finance department. My settlement took nearly four weeks to come through after multiple telphone calls. I would recommend that an internal 1to1 handler is assigned to a customer and for that handler to be the main Point of Contact throughout the whole time. I spoke with 5 different people who were very good but as I said were let down by their own internal Finance Department.
4 May 2026
Reply from NHBC
Hi David. Thank you for your feedback. While we’re pleased the handlers you spoke with were so helpful, we do note your feedback relating to having one point of contact and the delay in receiving settlement. We’ve shared this internally so we can improve how we support customers. Thanks, Chris.
Although the company took a while to…
Although the company took a while to get in touch after my initial contact.
Once I spoke to someone and was able to provide the information requested, it was dealt with efficiently and provided a quick resolution
30 April 2026
Reply from NHBC
Hi Colin. Thank you for taking the time to share your experience. We are pleased to hear that matters were resolved efficiently. We do, however, note your comments regarding the timeline to make initial contract with you. Your feedback is valued and will be passed on to the claims department, so we continue improve the service we provide. Thanks, Chris
Roof Works.
The whole process from inspection to agreeing about the problem and final financial settlement was very efficient once I had gathered enough quotes - that was the biggest problem - getting contractors to quote for the job.
1 May 2026
Reply from NHBC
Hi Alan. Thank you for taking the time to share your positive experience. We’re delighted to hear that you found the process from inspection through to financial settlement very efficient. Your comment regarding obtaining contractor quotes has been noted and we appreciate you bringing this to our attention. Thanks, Chris
Nothing to add
1 May 2026
Reply from NHBC
Hi Simon. Thank you for your review. If there’s ever anything further you’d like to share with us regarding your feedback. please reach out at consumeraffairs@nhbc.co.uk. Thanks, Chris,
The final outcome was great.
The final outcome of the work to repair a roof leak was great, I would have given 5 stars had it not taken 5 months to carry out the work. Also communication could have been better in the early stages of my claim.
13 April 2026
Reply from NHBC
Hi Clifford. Thank you for your feedback.
We’re pleased the final repair met your expectations and apologise for the delays and lack of communication at the start of your claim. Your comments have been shared with the team as we continue to improve our service. Thanks Anne.
The company carried out repairs very efficiently
The company carried out repairs very efficiently and promptly after their initial evaluation of the problem. Scaffolding was removed afterwards quickly allowing us to return at last to normality.
1 May 2026
Reply from NHBC
Thank you for taking the time to share your positive feedback.
We’re very pleased to hear that the repairs were completed efficiently and promptly following our initial assessment. We’re also glad the scaffolding was removed quickly, helping you get back to normal. Your feedback is much appreciated. Thanks Anne.
Acceptable outcome eventually. Don't be fobbed off.
Once the repair works were carried out, the standard was acceptable. The people I spoke to were polite and professional. The problem is, I had to be persistent to get them to listen. Their first defence reaction of saying the water ingress was down to us, is unacceptable. I hate to think how much the work would have cost, if I had been less persistent. Their first response should have been to inspect the property, the water ingress and the damage.
1 May 2026
Reply from NHBC
Hi HCC Barton. Thank you for your feedback. While we’re pleased the repairs met an acceptable standard, we’re sorry you had to be persistent to have your concerns properly addressed. We’ve shared this internally so we can improve how we support customers from the outset. Thanks, Anne
Very professional
They listened to the problem and immediately proposed a solution.All the advisors were very empathic and professional.
17 February 2026
Reply from NHBC
Hi Robert. Thank you for taking the time to share your positive feedback
We’re glad our team listened, acted quickly, and supported you with empathy and professionalism. Thanks Anne.
Excellent service from NHBC
Excellent service from NHBC. I had a problem with my roof so contacted them. They explained the process for getting it repaired and were professional, helpful and stayed in contact throughout. I was highly impressed with them.
21 April 2026
Reply from NHBC
Thank you for taking the time to share your positive experience.
We’re really pleased to hear that our team was able to support you through the process and keep you informed throughout. Your comments mean a great deal to us, and we’re glad we could make a positive difference. Thanks, Anne
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.
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