Lily Comms Phone System Review

Lily Comms is a Leeds-based telecoms provider with one of the highest Trustpilot ratings in the UK business phone sector — 4.9 out of 5 from 1,910 reviews. Founded in 2009, the company serves over 3,000 businesses with two distinct cloud phone products, on-premise systems, connectivity, mobile, IT support, and even business energy under a single contract.

What sets Lily apart from bigger VoIP providers like RingCentral and Dialpad is their delivery model. Lily sends named engineers to your premises to install and configure everything in person. Reviews consistently name individual engineers — Richard, Tom, Beijhon, Mike — which reflects a level of personal service that’s rare in an industry dominated by self-service platforms. The trade-off is that pricing is entirely quote-based, so you’ll need to call before knowing what you’ll pay.

Lily Comms Products and Services

Lily Comms offers two cloud phone products (Lily Cloud and Horizon with Webex), iPECS on-premise systems, business broadband, mobile contracts, managed IT, cybersecurity, and business energy — all from one provider.

Lily’s product range is unusually broad for a company of its size. Rather than specialising in one type of phone system, they offer multiple options to match different business needs.

Lily Cloud

Lily Cloud is Lily’s own proprietary hosted VoIP system. It’s a straightforward cloud phone that works across desk phones, desktops, laptops, and mobiles. Key features include an online management portal, call analytics, call recording, call routing with auto-attendant, call queuing with custom messages, and end-to-end encryption.

Lily claims their cloud system saves businesses 30-60% compared to traditional line rental. It’s a scalable per-seat model — you add users without buying new hardware. This is the better option for businesses that want a simple, reliable phone system without the complexity of a full unified communications platform.

Horizon with Webex

For businesses that need more than voice calls, Lily also resells Cisco’s Horizon with Webex platform. This adds HD video conferencing with AI noise removal, whiteboards and breakout rooms, AI-powered meeting transcription and translation, team messaging, and integrations with Microsoft 365, Slack, and Google Workspace.

Horizon with Webex is the step up for businesses that want video meetings, team collaboration, and AI productivity tools alongside their phone system. It’s essentially a Cisco enterprise platform sold and supported through Lily’s local service model.

iPECS On-Premise Systems

Lily also supports Ericsson-LG iPECS on-premise phone systems for businesses that aren’t ready to move fully to the cloud. iPECS has a loyal UK reseller base, and Lily’s engineers handle installation and ongoing maintenance. This option keeps your phone system hardware on-site with your own control, though it means higher upfront costs and less flexibility than cloud alternatives.

Beyond Phones

Lily bundles connectivity (FTTP broadband and leased lines), business mobile contracts, managed IT services, Microsoft 365, cybersecurity (including Cyber Essentials Plus certification), and business energy. The consolidation pitch is one provider, one bill, one account manager — which simplifies vendor management for SMEs juggling multiple suppliers. Not every business needs all of this, but the option to add services without switching providers is a genuine differentiator.

Pricing

Lily Comms does not publish pricing. All quotes are bespoke and require a phone call or inquiry. They claim 86% of customers save money compared to their previous provider, but you won’t know your cost until you speak to sales.

This is Lily’s biggest limitation for businesses that want to compare options quickly. There are no published prices for any product — not Lily Cloud, not Horizon, not broadband, not mobile. Everything is quote-based.

External review sites describe Lily as “very affordable” with “plentiful features,” and the company claims savings of 30-60% against traditional line rental. But without published pricing, it’s impossible to verify these claims independently or compare like-for-like against providers with transparent rates.

If price transparency is important to your decision, Lily is at a disadvantage against every major competitor. You’ll need to commit to a sales conversation before knowing whether Lily fits your budget.

Customer Support and Service Model

Lily Comms operates a white-glove service model with dedicated account managers, named on-site engineers for installation, and a UK call centre in Leeds where you deal with the same people consistently.

This is where Lily genuinely differentiates itself. The company sends engineers to your premises to install and configure phone systems in person. Trustpilot reviews consistently name individual engineers — Richard, Tom, Beijhon, Mike, Oli, Ham — who handle everything from cabling to system configuration to staff training.

Every customer gets a dedicated account manager. The UK call centre in Leeds maintains continuity — Lily’s own marketing says “you usually deal with the same people,” and reviews confirm this. For businesses that find self-service VoIP platforms frustrating, Lily’s hands-on approach removes the technical burden entirely.

The model works best for straightforward installations. One negative Trustpilot review (February 2026) described poor workmanship on a building-wide fibre broadband project, with trailing wires and WiFi that didn’t work in half the building — followed by a £4,500 quote to fix it. This suggests complex infrastructure projects may stretch Lily’s capabilities, even if their standard phone installations are consistently praised.

Trustpilot and Reputation

Lily Comms has a 4.9/5 Trustpilot rating from 1,910 reviews — one of the highest in the UK business telecoms sector, with near-universal praise for named engineers and seamless installations.

A 4.9 from nearly 2,000 reviews is exceptional. For context, bOnline has 4.6/5, NBC Cloud Voice has 4.4/5, Dialpad has 4.2/5, RingCentral has 3.6/5, and Vonage has 3.4/5. Lily’s rating is in a different league.

Positive reviews centre on seamless onboarding without business downtime, named engineers praised by first name, quick issue resolution from the IT helpdesk, and consistent account manager relationships. Negative reviews are rare — the most visible recent complaint is the broadband installation issue mentioned above. Lily responds to 100% of negative reviews within 24 hours.

Company Background

Lily Communications was founded in 2009 in Bradford by Chris Morrissey and Adrian Jackson, now headquartered in Leeds with around 83 staff serving 3,000+ UK businesses including NHS and Specsavers.

Lily is an independently owned private company (Companies House: 07020016). Starting as an outsourced communications company providing installation and maintenance services to telecoms resellers, they’ve grown into a full-service provider.

The company holds Cyber Essentials Plus certification — a UK government-backed accreditation that demonstrates baseline cybersecurity standards. Named clients include NHS trusts, Specsavers, and Citroen. The team’s combined experience spans 150 years (their claim), with roughly 83 employees.

Lily doesn’t have the scale of Chess ICT (360+ staff, 30,000 customers) or the global reach of RingCentral. What they offer instead is a personal, engineer-led relationship model that larger providers can’t replicate at their scale.

Who Should Use Lily Comms?

Lily Comms is best for UK SMEs that value personal service, on-site engineer installation, and single-provider consolidation over published pricing and self-service flexibility.

Lily works well for:

• Businesses that want an engineer on-site to install and configure everything
• Companies looking to consolidate phones, broadband, mobile, and IT under one provider
• Teams migrating from traditional landlines ahead of the PSTN switch-off
• Organisations that value a dedicated account manager and consistent support contacts
• Businesses wanting on-premise iPECS systems with ongoing maintenance

Lily is not ideal for:

• Price-conscious buyers who want to compare costs before calling sales
• Businesses that prefer self-service platforms they can configure independently
• Teams that need specific CRM or helpdesk integrations (unclear what’s available)
• Companies needing complex building-wide infrastructure projects
• Businesses outside the UK

Our Verdict on Lily Comms

Lily Comms is the UK’s highest-rated business telecoms provider on Trustpilot, offering genuine white-glove service with on-site engineers. The lack of published pricing is a drawback, but the service quality speaks for itself.

Lily Comms occupies a unique position in the UK business phone market. They don’t compete on price transparency, self-service flexibility, or software integrations. They compete on service quality — and by every available measure, they deliver. A 4.9 Trustpilot from nearly 2,000 reviews doesn’t happen by accident.

If you’re a UK SME that wants someone to handle your phones, broadband, and IT properly — with an engineer who shows up, knows your name, and stays on as your contact — Lily is worth the phone call. Just be prepared to have a conversation before you get a price.

For businesses that prefer to compare prices online and manage their p

Emma Clarke

Technology & Payments Specialist

Emma covers the full range of business technology, including EPOS systems, merchant accounts, telecoms, and web tools. Her experience as a retail systems consultant helps businesses choose the right digital solutions to improve efficiency and sales.

Reviewed by

Sarah Mitchell

B2B Commerce & Finance Reviewer