Our dedicated Customer Service team are available to help with any queries about your new home for the first two years after legal completion.
Our Customer Service team work hard to ensure that you receive the highest quality support for your first two years in your new home.
As part of our Customer Charter, we continually strive to answer questions and complaints in a fair and helpful manner, as our goal is to ensure that our customers are content in their new homes.
If you have any warranty issues or problems with your home after you have moved in, it is important that you communicate this to our Customer Service team by calling 0808 178 6500 or emailing firstname.lastname@example.org.
During our working hours of Monday to Friday, 8am to 6pm, these queries will be answered by our Customer Service team. Outside of these hours the same telephone number is available for emergency calls – meaning we are available to speak to you 24/7.
In the event of our Customer Service team being unable to resolve a situation in a satisfactory manner, we have a formal complaints procedure in which customers can write to our Head of Customer Service detailing the problem:
Head of Customer Service, Hill Group, The Power House, Gunpowder Mill, Powdermill Lane, Waltham Abbey, Essex, EN9 1BN
We will then aim to resolve the complaint as swiftly as possible, or if it is a more complex issue put together a plan of action within 30 working days.
Complaints that for whatever reason cannot be resolved by Hill’s own team can be referred for an independent resolution to the NHBC for warranty issues with your home, or under the Consumer Code for Homebuilders.