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.


Complaints Procedure

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

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.

We will objectively assess any complaints and consider all the relevant factors to ensure a fair outcome.

An initial acknowledgement will be sent within five working days and a further detailed response within 20 working days of the complaint being made.

If you remain unhappy with the decision provided you can then escalate your complaint further to our Operations Director.


Additional policies

We don’t just build houses, we build homes