How to Lodge a Complaint

NEED TO LODGE A COMPLAINT? LET US HELP YOU

LODGE A COMPLAINT

As with any agreement between two parties, you may find yourself with a grievance against your home builder.

You have the right to lodge a complaint against your home builder.

THE NHBRC DEAL WITH 3 TYPES OF COMPLAINTS:

If you fall into one of these 3 types of complaint categories and is a registered home builder with the
NHBRC, below, we can help you.

3 MONTH

SNAG LIST

A home builder rectifies minor defects identified by the housing consumer within the first three-months of occupation.

•

1 YEAR

ROOF LEAKS

A home builder rectifies a roof leak identified by the housing consumer within one-year from date of occupation.

•

5 YEAR

MAJOR
STRUCTURAL DEFECT

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.

ENSURING THAT OBLIGATIONS ARE MET

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 within first 3 months of occupation.
A home builder rectifies a roof leak within 1 year from date of occupation.
A home builder rectifies major structural defects within 5 years from date of occupation.

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 home builder’s liability.

NATURE OF COMPLAINT BUILDER RESPONSE PERIOD

The home builder must respond within a specified period from the time he/ she receives a complaint.

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

STEP 1

Proof of occupation date of the home (e.g. Municipal occupation certificate).

STEP 2

Proof of notifications sent to the home builder within the necessary time period.

STEP 3

A complete list of the terms of dispute is notified to the home builder.

STEP 4

Download and fill out a complaint form.
Download Forms.

STEP 5

Lodge the complaint with supporting documentation at the nearest NHBRC provincial customer service centre of email them to your Provincial Customer Care office.

Nearest Office.

Eastern Cape

EC-online@nhbrc.org.za

ECinspections@nhbrc.org.za

Free State

FS-online@nhbrc.org.za

FSinspections@nhbrc.org.za

Gauteng

GP-online@nhbrc.org.za

GPinspections@nhbrc.org.za

Limpopo

LP-online@nhbrc.org.za

LPinspections@nhbrc.org.za

Mpumalanga

MP-online@nhbrc.org.za

MPinspections@nhbrc.org.za

Northern Cape

NC-online@nhbrc.org.za

NCinspections@nhbrc.org.za

North West

NW-online@nhbrc.org.za

NWinspections@nhbrc.org.za

KwaZulu-Natal

KZN-online@nhbrc.org.za

KZNinspections@nhbrc.org.za

Western Cape

WC-online@nhbrc.org.za

WCinspections@nhbrc.org.za

STEP 6

NHBRC provides a dispute and resolution process.