We will acknowledge your complaint within five working days from the first business day after receiving it.
Complaints Procedure
If something hasn’t gone as expected, we want to help
Formal Complaints
We always aim to resolve concerns as quickly as possible. In the first instance, please speak with your Customer Services Coordinator or Manager, as they are usually best placed to help.
If your concern has not been resolved to your satisfaction, you can make a formal complaint using the contact details below.
Before you submit your complaint
To help us review your complaint as quickly as possible, please include the following in the contact form:
- Your name, address and preferred contact details
- A summary of your complaint or concern
- Any supporting evidence, such as photographs or documents
- Details of any previous contact with us, including the name of the last person you spoke to
- The outcome you would like us to achieve
Tilia Homes is a registered developer with the New Homes Quality Board (NHQB) and follows the New Homes Quality Code. You can view the Code in a range of accessible formats here:
https://www.nhqb.org.uk/homebuyer/
Not sure which region you need to contact?
Contact Details
New buyers
sales@tiliahomes.co.uk
Homeowners
Homes in the Western region:
Southwest.customerservice@tiliahomes.co.uk
Homes in the Eastern region:
Eastern.customerservice@tiliahomes.co.uk
Homes in the Central region:
Central.customerservice@tiliahomes.co.uk
Homes in the Northern region:
Northern.customerservice@tiliahomes.co.uk
What happens next?
If you’re still unhappy
If you remain dissatisfied after receiving our final response letter, you may be able to refer your complaint to the New Homes Ombudsman for an independent review.
Referrals must be made within two years of your home completion date and only after you have received our final response letter.
Find out more here:
https://www.nhqb.org.uk/complaints/
Not sure which region to contact?