Complaints Policy

At Elan Homes our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, unfortunately problems can occur and if they do, we will try to put things right as quickly as possible.

Please give us the opportunity to put things right

At Elan Homes we want to provide the best possible service. However, we also appreciate there may be times when you feel we haven’t quite met your expectations.
If you are not happy about any part of our service we want to know. That way we can hopefully correct the situation and use your feedback to continuously improve.  Whatever your concern, let’s work it out together.


To help you, we want to deal with any concerns or suggestions you may have as quickly as possible via any of the following channels;

  • Phone: 0345 481 8805
  • Fax: 0845 481 8806
  • Email: customercare@elan-homes.co.uk
  • Post: Elan Homes Ltd, Customer Care, Oak House,
    Lloyd Drive, Cheshire Oaks Business Park, Ellesmere Port, Cheshire, CH65 9HQ.

We will aim to sort out your concerns as soon as possible and respond to you within five working days.

If you notify us that you are not satisfied by the outcome of Step 1 for any reason, we will refer your concerns to our Group Customer Care Manager for further review and you will be contacted within 5 working days acknowledging your concerns.  You will be kept informed throughout the review and on completion will be provided with a written response within ten working days.

Should you notify us to say you remain dissatisfied for any reason we will refer your concerns to the relevant Director who will be asked to review your concerns and provide a final written response within ten working days.

If our final response fails to satisfy you, you can ask the NHBC Resolution Service to look into the matter on your behalf.  This is a free independent and impartial service for resolving disputes between House Builders and their customers.

The NHBC Resolution Service will only be able to assist after you have given Elan Homes the opportunity to explore all options to resolve your concerns first.

  • Post: NHBC House, Davy Avenue, Knowhill, Milton Keynes, Bucks, MK5 8FP
  • Phone: 0800 035 6422
  • Web: www.nhbc.co.uk

Should your concerns fall outside the NHBCs own disputes resolution scheme they will offer you the opportunity to refer your concerns to the Independent Disputes Resolution Scheme.