Hill: most-reported complaints
Automated analysis of 262 public Trustpilot reviews published 2018-12-02 to 2026-09-21. TrustScore 4.9 from 4,333 total reviews — see the Trustpilot page. Quick answer: is Hill legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Hill's support is unhelpful, with 76 out of 122 identified complaints citing this issue. Faulty products are the second most common concern, appearing in 69 of the complaints. Other issues include general complaints and reports of unreachable support, which has seen a falling trend.
How to reach Hill
These are the contact details Hill publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0808 178 6500, email [email protected].
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2019-10-29, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-07-31. We last checked this profile on 2026-09-27 and found 10 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 2.8★ on Google (49 reviews) — a 2.1-star gap between its Trustpilot and Google scores.
TrustScore over time
4.9 → 4.9 across 7 census measurements since 2026-09-09. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-09 (84%, 8.8d) · 2026-09-12 (80%, 8.8d) · 2026-09-15 (80%, 8.8d) · 2026-09-18 (76%, 8.8d) · 2026-09-21 (80%, 8.8d) · 2026-09-24 (80%, 8.8d) · 2026-09-27 (80%, 8.8d).
Severity: 42% of this company’s 122 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (102 reviews record both dates).
Measured reply time: across 77 negative reviews that received a public reply, the median wait was 6.9 days — the company profile reports an average of 9 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 77 company replies to negative reviews analysed, 26% engaged with the specific problem and 64% were generic templates.
Review provenance: 52 company-invited reviews in the recent window average 4.96★, while 109 organic (uninvited) reviews average 4.84★.
40% of its 154 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 62% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 965 of this company’s 4,333 Trustpilot reviews (22%) were written in the last 12 months.
What are the most common complaints about Hill?
Support unhelpful
76 reports · 62% of complaintssteady“new snagging issues are being created when old issues are being corrected”
7 readers marked this review helpful on Trustpilot.
“endless snagging (new snags created when old snags are being bottomed out”
7 readers marked this review helpful on Trustpilot.
“Hill lacks any track of customer service skills”
The company replied on 2020-05-14: “Hello Alin, Our Customer Service team have advised us that you have been in contact with both Hill and Swan Housing’s teams, who have been working to resolve issues relating to damage caused by a…”
Our classifier read this reply as a deflection.
7 readers marked this review helpful on Trustpilot.
Faulty product
69 reports · 57% of complaintssteady“new snagging issues are being created when old issues are being corrected”
7 readers marked this review helpful on Trustpilot.
“endless snagging (new snags created when old snags are being bottomed out”
7 readers marked this review helpful on Trustpilot.
“Original snagging was never dealt with properly either”
The company replied on 2021-08-02: “Dear Anisha, We are proud that all our reviews are submitted by genuine people who have bought Hill homes. We operate within Trustpilot’s terms and conditions at all times. We take the claims you…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
Other
17 reports · 14% of complaintssteady“Lives which have been seriously damaged by their negligent builds”
7 readers marked this review helpful on Trustpilot.
“Original snagging was never dealt with properly either”
The company replied on 2021-08-02: “Dear Anisha, We are proud that all our reviews are submitted by genuine people who have bought Hill homes. We operate within Trustpilot’s terms and conditions at all times. We take the claims you…”
Our classifier read this reply as a deflection.
6 readers marked this review helpful on Trustpilot.
“ZERO correspondence for the past two months”
The company replied on 2021-12-03: “Hello Rasha, Thank you for reporting this to us. We have received your contact details and are in touch with you regarding your concerns. Best regards, Hill Customer Services”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Support unreachable
10 reports · 8% of complaintsfalling“after a few queries I now seem to be ignored”
The company replied on 2020-07-23: “Hello Lynn, we're sorry to hear your queries haven't been responded to. Could you please let us know your location/development name, and we will raise this urgently with our team. Best regards, Hill…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
“ZERO correspondence for the past two months”
The company replied on 2021-12-03: “Hello Rasha, Thank you for reporting this to us. We have received your contact details and are in touch with you regarding your concerns. Best regards, Hill Customer Services”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“2 years later I am still waiting for a defect to be resolved. Emails constantly ignored”
The company replied on 2025-11-17: “Dear Daniel, On behalf of The Hill Group, please accept our apologies for the delay in booking repairs in your apartment. This has been missed by our Customer Service team due to staff changes and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Poor core service
6 reports · 5% of complaintssteady“my block is missing cavity barriers that are fundamental for fire protection”
5 readers marked this review helpful on Trustpilot.
“failure of property management team to protect their customers”
The company replied on 2021-06-16: “Thank you for your reviews Rahimali. Our team are investigating, and I believe they have been in direct contact with you on this subject. We have alerted the management company to the concerns you…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“centralised heating and hot water system breaks down regularly”
The company replied on 2025-01-30: “Dear JF, Thank you for your feedback, which is important to us. We are sorry to hear that you are experiencing ongoing issues with your new home and can assure you we take matters of this nature very…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
6 reports · 5% of complaintssteady“unresponsive via email”
The company replied on 2025-09-08: “Dear Brian, Thank you for your feedback, which is important to us. We are sorry to hear that you are experiencing ongoing issues and assure you that we take matters of this nature very seriously. Our…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“mismatch of tiles causing rework, uneven flooring (waves effect), balcony tiles gap causing safety risk”
The company replied on 2025-09-08: “Dear Varun, We are truly sorry to read about your experience. The issues you have raised regarding build quality, customer service, and communication are concerning to us and do not reflect the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“property would be c.£30k more expensive if we wanted it”
The company replied on 2025-06-03: “Thank you for taking the time to share your feedback. We genuinely value your input and appreciate the opportunity to discuss your experience further. To help us better understand the situation and…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Compare Hill with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-21.