Make Sure You Know Who You’re Dealing With
“Builder” and “developer” are often used as if they mean the same thing.
In a new build purchase, the organisation that sells you the home may not be the same organisation that physically built it. That distinction can matter when reporting defects, using your warranty, or trying to resolve problems.
Check your contract, reservation paperwork, handover documents and NHBC policy certificate so you know exactly who is responsible for what.
The key roles
The Builder
The builder is usually the organisation responsible for constructing the home. Under NHBC Buildmark, the builder warranty period is normally focused on whether the home was built in accordance with NHBC requirements.
- May be named on the NHBC certificate
- May be responsible for defects during the builder warranty period
- May be contacted directly for warranty-related defects
The Developer or Seller
The developer or seller may be the organisation you bought the property from. They may control the sale, handover process, customer care process and communication with contractors.
- May be your contractual seller
- May manage customer care and defects
- May act as the main point of contact after completion
The same company can sometimes be both builder and developer. In other cases, they are separate organisations. Do not assume — check the documents.
Why the distinction matters
When something goes wrong, you need to know who to contact and which process applies.
If you report defects to the wrong organisation, or rely only on informal instructions, you may make it harder to use the warranty or prove that an issue was reported correctly.
- You need to know who the NHBC policy identifies as the builder
- You need to know who sold you the property
- You need to know who is managing defects
- You need to know who has authority to approve repairs
- You need to keep records of who you contacted and when
Start with the documents
Your NHBC certificate, policy booklet, purchase contract, reservation paperwork and handover pack should help identify the parties involved.
Do not rely on assumptions
If someone tells you to report defects to a particular team, ask whether that matches the NHBC process and get the answer in writing.
How to work out who does what
Check your paperwork
Look at your contract, completion documents, reservation form, handover pack and warranty documents.
Check the NHBC certificate
Your NHBC documents should identify the policy and help confirm who the builder is for warranty purposes.
Ask clear questions
Ask who is responsible for defects, who has authority to approve repairs, and who NHBC expects you to contact.
Confirm in writing
After calls or meetings, send a short email confirming your understanding and ask them to correct anything wrong.
Questions worth asking
These questions can help avoid confusion before a dispute develops.
- Who is named as the builder on the NHBC policy?
- Who is the legal seller of the property?
- Who should defects be reported to?
- Does that reporting route match the NHBC policy?
- Who will decide whether a repair is accepted?
- Who will carry out the repair?
- Who should I contact if the issue is not fixed?
Example clarification email
Please can you confirm who I should report defects to under the NHBC Buildmark policy?
I would also be grateful if you could confirm whether this is the same organisation named as the builder on the NHBC certificate, and whether reporting issues to this contact satisfies the requirements of the policy.
If I have misunderstood the correct process, please let me know in writing.
Ask NHBC if you are unsure
If the documents or instructions are unclear, contact NHBC and ask them to explain who they expect you to report defects to.
Common warning signs
Being passed around
Each organisation tells you someone else is responsible.
Verbal-only guidance
You are told what to do but nobody will confirm it in writing.
Warranty confusion
You receive conflicting information about dates, deadlines or responsibilities.
Missing documents
You do not have the certificate, policy booklet or clear handover information.
Clarity protects you
Knowing who the builder is, who the developer is, and who the warranty expects you to contact can prevent serious problems later.