Our pledge to you

We pride ourselves on building beautiful homes and specialise in high quality bespoke developments on sites where sensitive development is essential. There are a number of ways in which we affirm our commitment to you and to the environment.

After Sales Policy

In line with the Consumer code for Home Builders we provide a full after sales service.
It is rare to encounter a problem after buying our homes however we are on hand to help with any issues, primarily through our Customer Care department and then on through a network of support.

Most emergencies are electrical, plumbing or drainage:

  • during office hours these should be telephoned directly through to Customer Care
  • out of office hours should be telephoned directly through to the appropriate sub-contractor for this site .

These contact numbers will be found in your handover file or on the relevant portal.

The above will be treated as an emergency and actioned as soon as possible.

Items of a non-urgent nature:

Please note the above after sales service applies for the first two years from handover of the property; for full details please refer to the NHBC Buildmark Policy or LABC Warranty.

 

Hills Homes Developments Ltd – Complaints Procedure

Hills Homes is committed to providing homes to a very high standard. We work hard with our purchasers to resolve issues however sometimes things can go wrong. If you are dissatisfied in anyway, we will do our utmost to resolve the matter.

You will need to advise us of your name, address and contact details and a description of your complaint. You can email this in the first instance to our customer care team at customercare@hills-group.co.uk

  • All complaints will be acknowledged within five days in writing.
  • Within 10 days of the complaint start date we will provide a decision or advise how we will investigate your concerns, setting out how we intend to proceed with the complaint.
  • Within 30 days if the complaint remains open a full assessment and a response will be provided in writing.
  • Within 56 days (eight weeks) from the complaint start date, we will write with an update explaining what actions and investigations remain outstanding and an explanation why these have not yet been concluded.
  • If you are unhappy with how the complaint has been handled or resolved you can then escalate to the New Homes Ombudsman

If, however, after going through the steps outlined above, you are still unhappy with our response, you may refer to the relevant code provider.

For all Reservations up to May 2025 you can refer to:-
Consumer Code for Home Builders who run an Independent Dispute Resolution Scheme (IDRS). The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.

For all Reservations after May 2025 you can refer to :-
The New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to the New Homes Ombudsman Service (NHOS) – www.nhos.org.uk. The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication.

Additional policies

We don’t just build houses, we build homes