I need to know how to make a complaint (or if there's any point) about the poor service from NHBC
We bought a new home 5yrs ago and understood that the shared drive would not be completed until later in the estate build. However the builder then went bust and a new builder took over the rest of the estate.
Initially we were told that the new builder would complete the drives but then told this would not be the case.
We contacted NHBC last December (4yrs in) and fortunately because we had proof that we have pursued the surfacing, they agreed to do the work.
Contractors came in January (when it was frosty) and laid the surface but almost from day 1 it was apparent that it was not right and started lifting. We complained to the contractor and refused to sign the satisfaction report.
Since then we have complained to NHBC and their inspector has visited an number of times, making a report but not really giving any satisfactory resolution.
The drive is an access road for 3 houses and NHBC (and the contractor) proposed just patching sections which I have said is unacceptable. If it had been done correctly at the start then a repair wouldn't be needed.
We had heard nothing since the last site visit on 20th September but then received a call at the end of last week from the contractor asking why we hadn't been in touch and could they start work on Monday 5th Nov.
I told them we were waiting to hear from NHBC which they said they would check and they rang back on Monday saying they were only going to do a patch. I told them I didnt agree and they said they would take up with NHBC.
I came home last night to find the contractor had been out and removed section of the surface in preparation to patch an area.
I tried last night and again today to contact the NHBC inspector with emails and calls but he is not available. We cannot be at home but our neighbour has tried to stop the contractor but they now say it is a hazard and needs to be completed!!
I am appalled at the way NHBC have handled this and their total lack of communication. Now that a "repair" is being carried out I doubt we will be able to get the whole surface re-done which in my opinion is what should have happened.
Should we just accept it or make a complaint and who do you complaint to about NHBC?
We bought a new home 5yrs ago and understood that the shared drive would not be completed until later in the estate build. However the builder then went bust and a new builder took over the rest of the estate.
Initially we were told that the new builder would complete the drives but then told this would not be the case.
We contacted NHBC last December (4yrs in) and fortunately because we had proof that we have pursued the surfacing, they agreed to do the work.
Contractors came in January (when it was frosty) and laid the surface but almost from day 1 it was apparent that it was not right and started lifting. We complained to the contractor and refused to sign the satisfaction report.
Since then we have complained to NHBC and their inspector has visited an number of times, making a report but not really giving any satisfactory resolution.
The drive is an access road for 3 houses and NHBC (and the contractor) proposed just patching sections which I have said is unacceptable. If it had been done correctly at the start then a repair wouldn't be needed.
We had heard nothing since the last site visit on 20th September but then received a call at the end of last week from the contractor asking why we hadn't been in touch and could they start work on Monday 5th Nov.
I told them we were waiting to hear from NHBC which they said they would check and they rang back on Monday saying they were only going to do a patch. I told them I didnt agree and they said they would take up with NHBC.
I came home last night to find the contractor had been out and removed section of the surface in preparation to patch an area.
I tried last night and again today to contact the NHBC inspector with emails and calls but he is not available. We cannot be at home but our neighbour has tried to stop the contractor but they now say it is a hazard and needs to be completed!!
I am appalled at the way NHBC have handled this and their total lack of communication. Now that a "repair" is being carried out I doubt we will be able to get the whole surface re-done which in my opinion is what should have happened.
Should we just accept it or make a complaint and who do you complaint to about NHBC?