Our Customer Service Team

For the first two years after legal completion, Hill covers any physical damage or defect to your new home caused by faulty workmanship or materials. Our Customer Service team is on hand to discuss with you any items that fall into the Hill two year warranty period.

The warranty is not affected if you sell or let your new home. If you sell your home whilst it is still in warranty, the cover automatically transfers to the new owner. It would help if you could pass on the details about the warranty and what it covers to subsequent buyers or tenants.

This warranty does not affect your statutory rights. Some appliance manufacturers also offer warranties over and above the initial two year warranty. Please contact the manufacturers’ own customer service departments for further information.

Any alteration or extension made to your home following legal completion may adversely affect all or part of your two year warranty.

We do not protect you against every problem that may occur and you are obliged, and have the responsibility, to carry out maintenance on your own home. Several limitations and conditions apply.

Our warranty does not include:

  • Problems with any workmanship, materials or appliances that you have bought or added to the property
  • Damage caused by storms or accidentally, by negligence, abuse or poor maintenance of the property or appliances
  • Blockages in pipes caused by inappropriate disposal of waste
  • Any cosmetic defects such as scratches, chips or marks that have not been reported to a member of the Hill team, in writing, within seven days of legal completion. This includes decoration to woodwork, walls and ceilings, flooring, tiling, kitchen units and work surfaces, bedroom and bathroom furniture, sinks, sanitary ware, appliances, glass and other similar items. Outside of this time frame it would be difficult to prove how the damage was caused
  • Any problems caused by natural shrinkage or condensation
  • Any inconvenience, distress or consequential loss of enjoyment, use, business or income caused by remedial works, assuming all reasonable steps have been taken to minimise disruption

Those items not covered when caused by a lack of annual service and maintenance include:

  • Boiler/Air Source Heat Pump
  • Gas Fire

Those items not covered when caused by a lack of customer maintenance include:

  • Immersion heater and hot water cylinder
  • Mastic seals
  • Shower heads
  • Door and window locks
  • Security alarms
  • Outside taps
  • Garage doors
  • Leaking guttering
  • Fences and gates
  • Turf and soft landscaping

Those items not covered if not reported to a Hill representative in writing within seven days after legal completion:

  • Cosmetic damage to white goods/electrical items
  • Cosmetic damage to kitchen units, worktops and sinks
  • Cosmetic damage to sanitary ware, shower cubicle, tray and door
  • Cosmetic damage to any fitted furniture e.g., wardrobes, fireplaces, bathroom furniture
  • Cosmetic damage to sockets and switches
  • Damage or scratches to glass

Those items not covered at all:

  • TV aerial reception
  • Normal shrinkage and condensation that can be reasonably expected during drying out process
  • Blockages in pipes due to inappropriate disposal of waste
  • Pest infestation
  • Garden landscaping and turf
  • Wear and tear throughout the home
  • Neglect and failure to maintain
  • Damage caused by neglect and failure to follow operating manuals
  • Your own alterations
  • Wilful damage

Handling questions and complaints fairly and helpfully is a key part of our Hill Customer Charter and our wish is always to have contented customers.  In the event of our Customer Service and Sales Teams being unable to satisfactorily resolve a situation we do have a formal complaints procedure and customers can write to our Head of Customer Service detailing the problem (see below):

Head of Customer Service, The Power House, Gunpowder Mill, Powdermill Lane, Waltham Abbey, Essex, EN9 1BN

We then aim to resolve the complaint as swiftly as possible or if more complex 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 independent resolution to the NHBC for warranty issues with your home or under the Consumer Code for Homebuilders.


Our Customer Journey

We aim to provide our customers with quality new homes supported by the best possible service.

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NHBC Warranty

Your home is protected by the NHBC ten year Buildmark Cover.

Read more

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