Defects in your building work – what you need to know

Who is this for?

This information is for homeowners who have had domestic building work carried out (renovation, extension, or new home build) and have identified defects, incomplete work, or work that does not meet the required standard. It doesn't apply to residential apartment buildings. This information does not apply to residential apartment buildings.

What should I do first?

Before the BPC can take action, you need to show that you have made a reasonable attempt to resolve the issue directly with your builder. Start by contacting them informally,  for example, a phone call or email. Explain the problem and ask them to contact you so you can get the issue fixed.

What if my builder doesn’t fix it?

If your builder does not respond, or the issue is not resolved after making contact, send them a formal written notice. This creates a record that you have tried to resolve the matter, which the BPC needs to consider before any further action can be taken.

1. Download the template
2. Fill in the fields in the template with green prompts with your details, your builder's details, your relevant Certificate of Insure/Notice of Cover number, and a description of the defects.

Download the template

How do I send my notice?

You can send your notice in two ways:

• By email – attach the completed template to an email to your builder or copy the body text from the template and paste it into your email. Request a read receipt so you have proof it was received.
• By post – print the completed template, sign it, and send it by registered post to ensure proof of delivery.

Please keep a copy for your records.

How long should I wait for a response?

Give your builder a reasonable time to respond; we suggest 30 days. If they respond and agree to fix the work, confirm the repair schedule in writing and keep records. If repairs are completed, check the work and confirm in writing whether you're satisfied.

What if my builder still doesn't respond or I'm not satisfied?

If your builder doesn't respond within a reasonable time, refuses to do the work, or performs inadequate repairs, contact the BPC.

You can:

• Request the BPC to consider issuing a Rectification Order, or
• Make a claim for assistance under the Statutory Insurance Scheme.

Time limits apply for making a claim, so do not delay.

How do I describe defects in my notice?

Be specific about defects. Instead of 'poor workmanship', describe exactly what the problem is and where in your home it is located. For example:

• water pooling on the ground floor bathroom tiles near the shower
• gap between the wall frame and ceiling cornice in the master bedroom
• cracking to the render on the north-facing external wall

Attach labelled photos. Label each one clearly (e.g. 'Photo 1 — bathroom tiles') and link them to your item number in your notice to the builder.

What records should I keep?

Keep copies of everything you send and receive, such as emails, texts, letters, and photos.

Note dates of all communications, including phone calls.

What the BPC can do

The BPC can issue a Rectification Order requiring the builder to fix the work and provide assistance under the Statutory Insurance Scheme, including arranging for the work to be completed by another builder, and recover costs if the builder does not comply. The BPC may require you to participate in a dispute resolution process before any action is taken.