Complaints procedure

We want to get things right. If you are unhappy with our service, please tell us so we can put it right.

How to complain

• Email info@hillsestate.co.uk
• Call 020 8553 3036
• Write to Hills Estate Ltd, Brook House, 209-211 Cranbrook Road, Ilford, IG1 4TD

Please give your name, the property concerned, what went wrong and what you would like us to do.

What happens next

1. We acknowledge your complaint within 3 working days.
2. A senior member of the team who was not involved looks into it, and may contact you for more detail.
3. We aim to send you our final response within 15 working days. If we need longer, we will tell you why and when to expect it.

If you are still unhappy

Hills Estate Ltd is a member of The Property Ombudsman (membership number T07253). If you are not satisfied with our final response, or we have not responded within 8 weeks, you can refer your complaint to The Property Ombudsman at www.tpos.co.uk. The Ombudsman is free to use and independent of us. It has time limits, so please contact it promptly.

Deposit disputes

If your complaint is about a deposit deduction, the deposit scheme’s own dispute resolution service decides it. We will explain how it works and help you to use it.

Last updated: October 2026