Our staff are working remotely from home so please do not post anything to the office, until further notice. However, any post that is sent in will be processed within 10 working days. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that there may be some delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

What is the Build-Zone Structural Warranty Policies

We provide independent adjudication for disputes relating to Build-Zone warranty policies.

Adjudication is a process by which an adjudicator, who is usually legally qualified, weighs up the documents and evidence provided by the customer and the company in order to reach a decision. The adjudicator will take into account the law relevant to the subject matter of the dispute at hand. The adjudicator’s decision is binding upon both parties* if the customer chooses to accept it. If the customer chooses not to accept the decision, it will have no binding effect on either party.

Build-Zone offers a range of Structural Warranty options. Generally, each warranty is effective for 10-Years from the date of completion of the home (this may be 12 years in the case of social housing or commercial warranties). Please note that general snagging issues are not covered under the warranty. Please see your policy wording for full details of your cover.

Deposits for off-plan purchases (new home warranty only):

If you are buying a new home off-plan which has the benefit of a new home warranty, the policy may provide cover for any lost deposits due to developer fraud or insolvency. Please check the initial certificate issued to the developer to see if this cover is included.

First 2 years of the policy (new home warranty only):

If your home is covered by a new home warranty, during the first 2 years it is the developer’s responsibility to deal with any defects that arise under the terms of the warranty, and they should be contacted directly if you have any problems. Should the developer fail to deal with your problem, or become insolvent, then Build-Zone should be contacted to deal with the issue if it relates to warranty cover.

Remainder of policy period:

For the remaining period of the new home warranty (or for the full policy period for other policies), all claims should be directed to Build-Zone using the claims procedure outlined in your policy. Your claim will be processed promptly to ensure a resolution as early as possible.

Please see your certificate and policy booklet for full details of the cover provided. Please contact Build-Zone if you need copies of these documents.

The Build-Zone Code of Conduct for Home Builders has been set up to ensure that the interests of home buyers are protected before, during and after the purchase of a new home.

The code applies to all developments benefiting from a Build-Zone new home warranty and requires the home builder to:

Provide a high standard of customer service when dealing with potential purchasers.

Take account of the needs of vulnerable consumers eg vulnerable due to age, infirmity, disability, learning difficulty etc.

Advertise the new home accurately.

Ensure Health & Safety provisions are made for visits to the site by potential purchasers.

Ensure pre-contract information, reservation agreements and sale contracts are clear and accurate.

Ensure the home buyer’s deposit is protected – how this is done needs to be confirmed to the home buyer.

Deal with any complaints relating to the code for the duration of the defects insurance period.

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

Companies covered

The steps you must take before submitting a complaint

Step 1.

Raise your concerns directly with the builder.

Step 2.

If the builder is not able to resolve your problem to your satisfaction you may raise a complaint with the Build-Zone Complaints Team.

Step 3.

Should you remain dissatisfied following intervention by Build-Zone they will provide you with details of how to submit an application to CEDR for adjudication.

Ready to submit a complaint?

Complain now

Need additional assistance?

Please call us and we will provide the support that you need

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