A wealth of assurances
Dedicated customer care team
We take every care to ensure your new home is exactly as you expect. Of course issues do occasionally arise and, in those instances, we do everything we can to resolve things for you quickly and with minimal fuss. Simply call our dedicated customer care team on 0808 178 6500 for instant attention, or email firstname.lastname@example.org
NHBC 10 year warranty
All Hill Residential properties are covered by the NHBC Warranty for new homes. This provides complete cover for new home buyers for the first two years, plus a further eight years' protection against structural failure or core issues such as subsidence. Find out more on the NHBC website
Hill Residential property purchasers are protected by the Consumer Code of conduct for home builders. We fully adhere to these voluntary guidelines which ensure buyers are treated fairly, know what to expect from us, are always provided with reliable information and have a low-cost means to resolve any problems, should they arise. Download the Consumer Code PDF or Find out more on the Consumer Code website
Hill Residential Complaints Procedure
Handling questions and complaints fairly and helpfully is a key part of our Hill Residential Customer Charter.
Unfortunately from time to time things do go wrong and we do not provide the standard of service that we have set ourselves.
In the first instance please contact your Sales Representative (if they are still based on the development) or your Hill Residential Customer Care representative as appropriate.
Our aim is to resolve your issue at this stage.
However if you are not satisfied with our response and wish to make a formal complaint then please write to our Head of Customer Care.
The address is:
Head of Customer Care
Hill Residential Ltd
The Power House
Please provide clear details of your issue, why you are dissatisfied with the response you were originally given and provide any supporting evidence.
We will endeavour to acknowledge your complaint within three (3) working days of receipt and fully reply with 15 working days, or alternatively advise you what steps are being taken and give a date when we will be able to fully reply.
The Head of Customer Care has full and final responsibility for resolving your complaint.
We will always endeavour to do our best to deal with our customers in a fair and reasonable manner. If, however, after going through the steps outlined in this procedure you are still unhappy with our final response you may wish to refer to your complaint for independent resolution under the Consumer Code for Homebuilders.
Further details can be obtained from www.consumercodeforhomebuilders.com
Or alternatively contact your Home Warranty provider at www.nhbc.co.uk