Deferring problems, what does this mean?

New homes require time to settle. Some settling issues are covered by our warranty and some are not. Please refer to your NHBC documentation. During the first few months in particular a settling problem can occur more than once. The first time you report such a problem we may ask you to wait a short while before having the remedial work undertaken. It is better to wait until all the settling has occurred then we can do all the remedial work in one go thus minimising any inconvenience to you.

Our systems will not allow us to forget when you have agreed to defer work. They will constantly remind us that work is outstanding on a customer's property. We will also send you a letter to confirm what we have agreed to do and when we are expected to contact you again or to undertake the work.


Fix now or inspect? :
Sometime we cannot be sure of the best course of action until a problem has been thoroughly inspected. For this reason we may arrange for an initial inspection of a defect to be undertaken in your home to ensure that the correct diagnosis is made and that the correct trades are deployed to fix it. Where such a defect is covered by our warranty we will either arrange deployment and completion within our normal procedures or we may ask you to defer. If an inspection is necessary, this may extend the overall time it takes for us to finally complete the job, however, we will do our utmost to meet the stated service criteria.

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