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Our Customer Service Team

Our dedicated Customer Service team is available to help with any queries about your new home for the first two years after legal completion.

Our Customer Service team works 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 customerservice-residential@hill.co.uk.

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, 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.

WE’RE NOW OPEN

We are pleased to announce that our sales offices are open.

If possible, we advise you to make an appointment to visit us, however if you wish to drop in we will do our best to accommodate you. If you are not able to visit we can take you on a guided virtual tour or chat to you via a call.

We would like to reassure you of our health and safety practices; in line with Government guidance all of our sales offices have social distancing measures in place along with our sales team wearing masks. We ask that any visitors also wear a face mask when entering the sales office – don’t worry if you forget, we will be happy to provide on arrival.

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