How New Build After-Sales Support Works
When you buy a new build home, you receive two layers of protection: the developer's own after-sales service (usually covering the first 1-2 years) and a structural warranty from a provider like NHBC, Premier Guarantee, or LABC Warranty (covering up to 10 years). These are separate systems with different processes, and understanding which one applies is essential.
The Two-Layer Protection System
| Layer | Period | What It Covers | Who Fixes It |
|---|---|---|---|
| Developer's after-sales service | Typically years 1-2 | Any defect caused by the builder's workmanship — cosmetic, functional, and structural | The developer sends their own tradespeople or subcontractors |
| Structural warranty insurance | Years 3-10 (some start at year 1 for certain claims) | Major structural defects affecting the structural integrity of the home | The warranty provider assesses and arranges repairs |
Why the Distinction Matters
During years 1-2, you deal primarily with the developer. They are responsible for fixing defects and you should report issues directly to their after-sales team. The warranty provider acts as a backstop — if the developer refuses to fix something or goes out of business, the warranty provider steps in.
From year 3 onward, the developer has no obligation to fix anything (unless you have a separate agreement). For structural issues, you claim directly against the warranty insurance. For non-structural issues after year 2, you are generally on your own — which is why thorough snagging and reporting in the first two years is so important.
Understanding Your Warranty: NHBC, Premier Guarantee, and LABC
The three main warranty providers in the UK operate similar schemes, but with differences in coverage, claims processes, and resolution mechanisms.
NHBC Buildmark
| Period | Name | Coverage |
|---|---|---|
| Before completion | Pre-completion cover | If the builder goes bust before you move in, covers deposits and the cost of completing the home (up to £100,000 for deposits, further cover for completion costs) |
| Years 1-2 | Builder warranty period | Builder must put right defects caused by breaching NHBC technical requirements. If they fail, NHBC can step in through its Resolution Service |
| Years 3-10 | NHBC insurance period | Covers physical damage caused by defects in specified parts: foundations, load-bearing walls, external render, roof, floors, stairs, ceilings, wet-applied wall plaster, flue linings, and more |
Premier Guarantee
| Period | Coverage |
|---|---|
| Before completion | Deposit protection and insolvency cover (varies by policy) |
| Years 1-2 | Defects Insurance Period — builder must remedy defects. Premier can mediate if disputes arise |
| Years 3-10 | Structural Insurance Period — covers structural defects as defined in the policy. Claims assessed by Premier's technical team |
LABC Warranty
| Period | Coverage |
|---|---|
| Before completion | Insolvency cover for deposits and completion costs |
| Years 1-2 | Builder's defect period — builder responsible for defects. LABC provides conciliation service |
| Years 3-10 | Structural defects insurance — covers the structure of the home as defined in the policy |
Comparing the Three Providers
| Factor | NHBC Buildmark | Premier Guarantee | LABC Warranty |
|---|---|---|---|
| Market share | Largest (approximately 70-80% of new builds) | Second largest | Third |
| Pre-completion deposit cover | Up to £100,000 | Varies by policy | Varies by policy |
| Builder period | 2 years | 2 years | 2 years |
| Structural cover period | Years 3-10 | Years 3-10 | Years 3-10 |
| Dispute resolution (years 1-2) | NHBC Resolution Service | Premier mediation | LABC conciliation |
| Claims process | Online portal and phone | Phone and email | Phone and email |
| Excess payable | Typically £0 for years 1-2, varies for years 3-10 | Varies by policy | Varies by policy |
Check your warranty certificate to confirm which provider covers your home and the exact terms of your policy. Keep this certificate safe — you will need it if you ever make a claim.
What Is Covered and What Is Not
Understanding the boundaries of warranty coverage prevents frustration and helps you focus on legitimate claims.
Covered in Years 1-2 (Builder Period)
| Category | Examples |
|---|---|
| Cosmetic defects caused by poor workmanship | Badly fitted kitchen doors, uneven tiling, paint defects, poor plastering |
| Functional defects | Leaking taps, faulty heating, doors not closing, window mechanisms broken |
| Non-compliance with building standards | Ventilation not meeting Part F, insulation below Part L requirements, fire doors not to spec |
| Incomplete works | Missing fencing, incomplete landscaping, unfinished external works agreed in contract |
| Structural issues | Cracks beyond normal settlement, subsidence, roof leaks, damp penetration |
Covered in Years 3-10 (Structural Insurance)
| Category | Examples |
|---|---|
| Foundations | Subsidence, heave, settlement beyond tolerance |
| Load-bearing walls and structure | Structural cracking, wall failure, lintel failure |
| Roof structure | Roof timbers, roof covering failure, weatherproofing failure |
| Floors | Ground floor slab failure, structural floor defects |
| External weatherproofing | Persistent water ingress through walls or roof caused by structural defects |
| Drainage below ground | Failure of drainage under the building |
Not Covered (at Any Stage)
| Exclusion | Why |
|---|---|
| Normal wear and tear | Expected deterioration from use (carpet wear, paint fading) |
| Damage caused by you | Your own modifications, accidents, or negligence |
| Condensation and mould (from lifestyle) | If caused by insufficient ventilation on your part (not using MVHR, drying clothes inside without ventilation) |
| Normal drying-out effects | Hairline cracks, timber shrinkage, minor settlement — these are expected, not defects |
| Landscaping and gardens | Plants, turf, fencing deterioration (unless contractually included) |
| Appliances | Covered by manufacturer's warranty, not building warranty |
| Communal areas | Usually the responsibility of the management company, not your individual warranty |
| Consequential losses | Hotel bills, storage costs, loss of earnings while repairs take place (with limited exceptions) |
How to Report Defects Effectively
How you report a defect significantly affects how quickly it gets resolved. Vague reports get delayed; clear, evidenced reports get action.
The Effective Defect Report
| Element | What to Include | Example |
|---|---|---|
| Location | Exact room, wall, position | "Master bedroom, east-facing wall, approximately 1.5m from the floor, 0.5m from the window" |
| Description | What the issue is — factual, not emotional | "Crack in plasterwork approximately 30cm long running diagonally from window corner" |
| Date first noticed | When you first saw the issue | "First noticed on 15 January 2026" |
| Photographs | Clear photos with a ruler or coin for scale. Multiple angles | Close-up of crack, wider shot showing position on wall |
| Impact | How it affects your use of the property | "Crack is widening and now has damp visible behind it during heavy rain" |
| Previous reports | Reference to any earlier reports of the same issue | "Previously reported on 10 December 2025, reference number AS-2025-1234" |
| Requested action | What you want done | "Please inspect, identify cause, and repair" |
Reporting Channels
| Channel | When to Use | Advantages |
|---|---|---|
| Developer's online portal | First choice if available — most large developers have one | Creates automatic reference numbers, tracks progress, uploads photos |
| Email to after-sales team | If no portal, or for more detailed reports | Creates a written record with timestamps |
| Phone call | For urgent issues (leaks, heating failure, safety concerns) | Immediate response for emergencies |
| Letter (recorded delivery) | When escalating or when previous reports have been ignored | Legal evidence of formal notification |
Golden rule: always have a written record. Even if you phone about an urgent issue, follow up with an email confirming what was discussed and agreed.
Prioritising Your Defects
| Priority | Definition | Expected Response | Examples |
|---|---|---|---|
| Emergency | Health and safety risk or immediate property damage | Within 24 hours | Gas leak, active water leak, no heating in winter, electrical fault, non-functioning smoke alarms |
| Urgent | Significant impact on daily living | Within 7 days | Broken boiler (non-emergency season), persistent drainage issues, insecure door/window |
| Standard | Functional issues affecting use but not urgent | Within 28 days | Stiff windows, misaligned doors, dripping taps, faulty kitchen drawers |
| Minor | Cosmetic issues not affecting function | Scheduled batch visit | Paint touch-ups, hairline cracks, skirting gaps, minor grout issues |
For a comprehensive checklist of what to look for during your initial inspection and which defects to expect, see our handover and inspection guide.
Typical Developer After-Sales Process
Most developers follow a similar process, though the quality and speed vary significantly between companies.
The Standard Process
| Stage | What Happens | Typical Timeline |
|---|---|---|
| 1. Report submitted | You report the defect via portal, email, or phone | Day 1 |
| 2. Acknowledgement | Developer confirms receipt and assigns a reference number | Within 5 working days |
| 3. Assessment | Developer's customer care team reviews the report. May arrange an inspection visit | Within 10-14 working days |
| 4. Inspection (if needed) | A tradesperson or customer care manager visits to assess the issue | Within 14-21 days of report |
| 5. Repair scheduled | Developer arranges a date for the repair with you | Within 28 days for standard items |
| 6. Repair completed | Tradesperson attends and completes the work | Varies — simple fixes same day, complex repairs may need multiple visits |
| 7. Sign-off | You confirm the repair is satisfactory | At completion of repair |
What Good After-Sales Looks Like
| Indicator | Good Practice | Poor Practice |
|---|---|---|
| Response time | Acknowledges within 2-3 days, provides timeline within 7 days | No acknowledgement, no timeline, chasing required |
| Communication | Proactive updates, named contact, clear process | Different person each time, no updates, you must chase |
| Repair quality | Fixed properly first time, matching materials used | Bodge repairs, mismatched materials, needs multiple visits |
| Access to property | Flexible appointment times, keeps to agreed times | Weekday-only, arrives late, no-shows without notice |
| Attitude | Takes ownership of issues, apologises for genuine failings | Blames homeowner, denies responsibility, dismissive |
The 6-Month and 12-Month Review Visits
Most developers schedule review visits at 6 months and/or 12 months after completion. These are designed to address:
- Settlement-related issues (hairline cracks, gaps from timber shrinkage)
- Items that needed time for the building to dry out before repair
- Any outstanding snagging items not yet resolved
- New issues that have appeared since move-in
Keep a running list of items for these visits. Not everything needs to be reported as an urgent defect — cosmetic items can often wait for the scheduled review.
When Things Go Wrong: Escalation Paths
Not all developers provide good after-sales service. When the standard process fails, you have several escalation options — and you should use them.
Escalation Ladder
| Level | Action | When to Use | Typical Outcome |
|---|---|---|---|
| 1 | Escalate within the developer | After-sales team is unresponsive or ineffective | Senior manager reviews the case, often accelerates action |
| 2 | Formal written complaint to the developer | After 28+ days with no resolution and internal escalation has failed | Triggers formal complaints process — most developers have an 8-week deadline |
| 3 | Warranty provider intervention | Developer refuses to fix a legitimate defect during years 1-2 | Warranty provider investigates and can require the developer to act |
| 4 | Consumer Code complaint | Developer has breached Consumer Code standards | Independent adjudication, can result in compensation or required action |
| 5 | New Homes Ombudsman (NHQB) | Developer is registered with the New Homes Quality Board | Independent investigation, binding decisions, compensation up to £25,000 |
| 6 | Financial Ombudsman Service | Dispute is specifically about the warranty insurance product | Reviews the warranty provider's decision |
| 7 | Legal action (small claims or county court) | All other options exhausted, or claim exceeds ombudsman limits | Court-ordered remedy, but time-consuming and potentially costly |
Level 1: Escalating Within the Developer
Before going external, try escalating within the company:
- Ask for a manager: Request the name and contact details of the after-sales manager or customer services director
- Write to the regional managing director: Large developers have regional offices — a direct letter to the managing director often gets attention
- Use social media: Many developers respond quickly to public posts on Twitter/X or Facebook because of reputation concerns. Be factual, not emotional
- Contact the site manager directly: If the site is still active, the site manager may be able to arrange fixes faster than the after-sales team
Level 2: Formal Written Complaint
If internal escalation fails, submit a formal written complaint. This should:
- Be sent by email and recorded-delivery letter
- Reference your original defect reports with dates and reference numbers
- State clearly what the issue is, when it was first reported, and what response (if any) you have received
- Reference the Consumer Code and your warranty terms
- Set a deadline for response (14 days is reasonable)
- State that you will escalate to the warranty provider and/or ombudsman if no satisfactory response is received
Level 3: Warranty Provider Intervention
If the developer refuses to fix a defect during years 1-2, contact your warranty provider:
| Provider | Service | How to Access |
|---|---|---|
| NHBC | Resolution Service | Contact NHBC claims team — they will inspect and make a determination |
| Premier Guarantee | Mediation and claims | Contact Premier's customer service team to raise a dispute |
| LABC Warranty | Conciliation service | Contact LABC's claims department |
The warranty provider will typically inspect the property, determine whether the defect is covered, and either require the developer to carry out repairs or (if the developer is unable or unwilling) arrange repairs directly and recover costs from the developer.
Level 4: Consumer Code Complaint
The Consumer Code for Home Builders (2024 edition) provides an independent dispute resolution service. You can use this if:
- The developer is a registered member of the Consumer Code scheme
- You have first complained to the developer and given them 56 days to resolve the issue (or 8 weeks)
- The dispute relates to a breach of the Code (poor after-sales service, failure to meet commitments, inadequate complaints handling)
The Code's independent dispute resolution service can award compensation and require the developer to take specific actions.
Level 5: New Homes Quality Board (NHQB) Ombudsman
The New Homes Quality Board operates the New Homes Ombudsman Service. If your developer is registered (most major developers are), you can refer your complaint to the ombudsman after exhausting the developer's internal complaints process.
| Aspect | Detail |
|---|---|
| Cost to you | Free |
| Time limit | Must refer within 12 months of the developer's final response (or lack of response) |
| Prerequisite | Must have completed the developer's complaints process first |
| Maximum compensation | Up to £25,000 |
| Binding? | Yes — the developer must comply with the ombudsman's decision |
| Types of remedy | Apology, explanation, practical action (repairs), compensation |
Common After-Sales Issues and How to Handle Them
Issue: Developer Says It Is Not a Defect
| Developer's Claim | Your Response |
|---|---|
| "That's normal settlement" | Settlement cracks should be hairline. If the crack is wider than a £1 coin edge (~3mm), growing, or showing daylight, it may be structural. Request an inspection by your warranty provider |
| "That's condensation, not a building defect" | Ask for evidence. If the property has MVHR and it is running correctly, persistent damp may indicate a building defect (missing cavity trays, poor insulation). Request a moisture survey |
| "Within acceptable tolerance" | Ask what the tolerance is and what standard they are referencing. NHBC standards have specific tolerances for levels, plumb, and surface finish. Get a professional opinion if in doubt |
| "You caused that damage" | If you reported it at handover or within the first days, your dated photographs prove it was present before your use. This is why photographing every room on move-in day is essential |
| "Your warranty has expired" | Check your policy dates carefully. The 2-year builder period runs from the date on your warranty certificate, not from when you moved in (these should be the same, but check) |
Issue: Developer Is Slow to Respond
| Timeframe | Action |
|---|---|
| No response after 5 working days | Chase by email — reference your original report date |
| No response after 14 working days | Escalate to after-sales manager |
| No response after 28 days | Submit formal written complaint with 14-day deadline |
| No response after 56 days (8 weeks) | Refer to warranty provider and/or ombudsman |
Issue: Repair Was Done Badly
If a repair is substandard, do not sign off on it. Document the poor quality with photographs, explain why it is not acceptable, and request it be done again. You are not obligated to accept poor workmanship just because someone turned up.
Issue: Developer Has Gone Into Administration
If your developer goes bust during the warranty period, your structural warranty kicks in immediately. Contact your warranty provider to register a claim. They become responsible for covered defects. Non-structural cosmetic issues may not be covered if the developer is no longer trading — another reason to pursue snagging aggressively while the developer is still operational.
Making a Warranty Claim (Years 3-10)
After the builder's 2-year period ends, structural defects are covered by the warranty insurance. Here is how the claims process typically works.
Step-by-Step Claims Process
| Step | What Happens | Your Action |
|---|---|---|
| 1. Initial report | Contact your warranty provider to report the issue | Have your policy number, property address, and description of the defect ready |
| 2. Assessment | Warranty provider decides whether to accept the claim based on your description | Provide photographs and any professional reports you have |
| 3. Inspection | Warranty provider sends a surveyor or structural engineer to inspect | Be present to show the issue, provide access |
| 4. Determination | Provider determines if the defect is covered under the policy | You will receive a written decision |
| 5. Repair | If accepted, the provider arranges and pays for repairs | Provide access for repair works |
| 6. Rejection | If rejected, you receive reasons in writing | You can appeal through the provider's complaints process or the Financial Ombudsman |
Common Reasons for Claim Rejection
| Reason | What It Means | Your Options |
|---|---|---|
| Not a structural defect | The issue is cosmetic or relates to non-structural elements | Limited — structural warranty only covers structural elements. Consider whether you can pursue a negligence claim against the developer |
| Normal wear and maintenance | The issue is caused by lack of maintenance (blocked gutters, unserviced boiler) | Limited — maintain a regular maintenance schedule to avoid this |
| Modification by homeowner | You altered the property and this contributed to the defect | Ensure any modifications are done by qualified professionals with proper approvals |
| Pre-existing and reported late | Evidence suggests the defect existed earlier but was not reported | Report issues as soon as you notice them, with dated evidence |
If your claim is rejected, you can appeal to the Financial Ombudsman Service (FOS), which oversees insurance products including structural warranty policies.
Keeping Records: Your After-Sales File
Good record-keeping is your most powerful tool in the after-sales process. Create a dedicated file (physical or digital) and maintain it throughout the warranty period.
What to Keep
| Document | Why |
|---|---|
| Warranty certificate and policy | Proves your coverage and the terms |
| All defect reports (with dates and reference numbers) | Evidence of when issues were reported |
| All correspondence with the developer | Emails, letters, portal messages — proves what was communicated |
| Photographs (dated) of all defects | Visual evidence of the issue and when it appeared |
| Notes from phone conversations | Date, time, who you spoke to, what was agreed |
| Professional snagging report | Independent evidence of defects at handover or shortly after |
| Repair completion records | Confirmation that repairs were done (or not done to standard) |
| Maintenance receipts | Proves you have maintained the property (important for warranty validity) |
Selling a Property with Outstanding Defects
If you sell your new build home within the warranty period, the warranty usually transfers to the new buyer. However, outstanding defect claims may complicate the sale.
| Scenario | Impact on Sale | Action |
|---|---|---|
| Minor snagging still outstanding | Low impact — most buyers accept minor items | Disclose on the property information form. Provide evidence of reports to developer |
| Significant defects under repair | May affect buyer confidence and mortgage valuation | Get a completion timeline from the developer. Provide written confirmation that repairs are underway |
| Structural defect with warranty claim | High impact — may delay or prevent sale | Resolve the claim before listing if possible. Disclose fully to the buyer's solicitor |
| Outstanding dispute with developer | Moderate impact — creates uncertainty | Provide full documentation to the buyer's solicitor. The buyer inherits the warranty and can continue the claim |
Frequently Asked Questions
How long do I have to report a defect?
For defects covered under the builder's warranty period, report them within the first 2 years. For structural defects, the insurance covers years 3-10. However, you should report any defect as soon as you notice it — delays in reporting can complicate claims and allow damage to worsen.
Can the developer charge me for repairs during the warranty period?
No. During the builder's warranty period (years 1-2), the developer must fix covered defects at their own cost. If they try to charge you, refuse and escalate. The only exception is if the issue was caused by your own actions (damage from modifications, failure to maintain, etc.).
What if my developer is not registered with the Consumer Code or ombudsman?
Smaller developers may not be registered with the Consumer Code or New Homes Quality Board. In this case, your options are: (1) warranty provider intervention, (2) Citizens Advice, (3) Trading Standards, and (4) legal action. Most mortgage lenders require a registered warranty, so you should have that protection at minimum.
Can I hire my own tradespeople and bill the developer?
Generally, no — not without the developer's agreement. If you arrange your own repairs without giving the developer the opportunity to fix the issue, they may argue they are not liable for the cost. The exception is genuine emergencies (leaks causing ongoing damage, safety issues) where the developer has not responded within a reasonable time. In that case, document the emergency, your attempts to contact the developer, and keep all receipts.
Does the warranty transfer if I sell the property?
Yes. NHBC Buildmark, Premier Guarantee, and LABC Warranty all transfer automatically to new owners. The new owner inherits the remaining warranty period. No special action is needed, though providing the warranty certificate and any defect history to the new buyer is good practice.
What should I do in the first week to protect my position?
Photograph every room, take meter readings, test every system, and start your snagging list. Report any defects to the developer within the first 7 days. This establishes a baseline condition and proves that defects were present at handover, not caused by your use. See our completion day guide for the full first-day checklist.