FAQs

House Buyers Guide & Checklist

For as long as you stay in your new home by Elan Homes you’re a valued customer.  Our Customer Care Team will always be on hand to help you whether it’s two weeks, two months or up to two years after you move in.

The Frequently Asked Questions below cover most of the common queries that can arise. But if you can’t find the answer you’re looking for, use our customer enquiry form to e-mail us and we’ll endeavour to get back to you as soon as we possibly can.


Worktops
Clean units and worktops with a liquid domestic cleaner or washing up liquid and rinse down with clean water. Then dry with a soft, non-abrasive cloth.

Avoid cleaning solutions with abrasives or bleach, as any damage to surfaces caused in this way is not covered by your two-year warranty.

Ceramic tiles
Wipe regularly with a damp sponge or cloth using a non-abrasive cleaner.

Appliances.
Each appliance carries a manufacturer’s 2 year warranty. In some cases, you’ll have the option to extend that cover according to manufacturers’ terms and conditions.

If you have problems with any of your appliances within the two-year warranty period, contact the manufacturer direct.

Maintenance information, along with full details of warranties and guarantees, can be found in the instruction manuals included in your welcome pack.

If you have an emergency with your electricity supply, plumbing, security or heating, contact our Customer Care Team for assistance. They’re available 09.00 to 17.00, Monday to Thursday and 09.00 to 15.30 on Fridays.

Outside these hours, you can call our 24-hour Emergency Helpline on 0845 6013538 in the event of:
• Complete failure of heating and hot water system.(Please have the make and model number of boiler to hand when you call).
• Complete failure of electricity supply.
• Faults affecting the security of your home.
• Regaining access because of faulty locks.
• Blocked or burst internal or external drains or pipes.
• An external overflow causing damage.
When you call our Emergency Helpline, the operator will offer advice to try and help you solve the problem there and then. If this fails, they’ll despatch an Elan Homes nominated sub-contractor or an approved local contractor to deal with it as quickly as possible.


IF YOU SMELL GAS, TURN OFF YOUR SUPPLY AT THE METER AND CALL TRANSCO ON O8OOO 111 999 IMMEDIATELY. DO NOT USE A NAKED FLAME!

Hot water is provided by your immersion heater, which is covered by your two year warranty. Instructions for using your heater, cylinder and integrated programmer are included in your welcome pack.