As with any agreement between two parties, you may find yourself with a grievance against your home builder. If your home is enrolled with the NHBRC and you have contracted with a NHBRC registered builder, the NHBRC has a dispute process in place to assist you.
The NHBRC deals with 3 types of complaints:
- 3 month snag list
- 1 year roof leak
- 5 year major structural defect
The NHBRC will pursue and ensure that a home builder meets their obligations in terms of the Act. In particular, the NHBRC will ensure that:
- A home builder rectifies minor defects identified by the housing consumer within the first three-months of occupation
- A home builder rectifies a roof leak identified by the housing consumer within one-year from date of occupation
- A home builder rectifies major structural defects identified by the housing consumer within five-years from date of occupation
Before submitting a complaint to the NHBRC, housing consumers should:
- Notify the home builder in writing of all complaints requiring attention within a reasonable time
- Keep a copy of all correspondence between themselves and the home builder
- Allow the home builder reasonable access to the property in order to fix the defects
- Ensure that all financial obligations to the home builder are met.
When to refer a complaint to the NHBRC
- The home builder does not respond within the period specified below.
- The home builder fails to honour his/ her obligations.
- There is an unresolved dispute between you and the home builder regarding the extent of the home builder’s liability.
Home Builder Response Times
The home builder must respond within a specified period from the time he/ she receives a complaint
Nature of Complaint Builder Response Period
- 3-month non-compliance – 21 working days
- 1-year roof leak – 7 working days
- 5-year major structural defect period – 7 working days
*Deposit theft or irregularity Refer complaint to Commercial Crimes Unit
*Contractual disputes Refer to your Legal representative/ Attorney
How to Lodge a Complaint
*Complete the complaint form
Include the following documentation when lodging a complaint:
- Proof of occupation date of the home (e.g. Municipal occupation certificate.)
- Proof of notifications sent to the home builder within the necessary time period
- A complete list of the terms of dispute notified to the home builder.
- Lodge the complaint with supporting documentation at the nearest NHBRC provincial customer service center. Click here for full contact list
Accept a complaint
- Advise that the complaint falls under the scope of the Act and notify you of this decision and the reasons for it
- Request that the parties resolve this matter through legal proceedings as the matter falls under the Act.
- Provide a dispute and resolution process