We use cookies to help improve our website and personalise your experience. To find out more about how to manage these cookies, please see our cookie policy.
At Elan Homes, we are committed to delivering excellent customer service. However, we understand that sometimes things may not go as expected. If this happens, we will work to resolve any issues quickly and efficiently.
Please Give Us the Opportunity to Make Things Right
We are dedicated to providing the best possible service and value your feedback. If, for any reason, you feel we haven't met your expectations, we encourage you to let us know. Your input helps us improve, and we are here to work through any concerns you may have.
Step 1 – Let Us Know About Your Concerns
We are eager to address your concerns quickly. You can contact us through any of the following channels:
We will aim to resolve your concerns as soon as possible, and you can expect a response within five working days.
Step 2 – If Your Concerns Remain Unresolved
If you are not satisfied with the outcome of Step 1, we will escalate your concerns to our Group Customer Care Manager for further review. You will receive an acknowledgment within five working days, and we will keep you informed throughout the process. Upon completion of the review, you will receive a written response within ten working days.
If you are still dissatisfied, your concerns will be referred to the relevant Director for a final review. The Director will not communicate with you directly, but our Customer Care team will provide a final written response within ten working days.
Step 3 – Further Steps If You Are Still Unsatisfied
If you remain unsatisfied after receiving our final response, you can contact the NHBC or Global Home Warranties Ltd Resolution Service. This free, independent, and impartial service assists in resolving disputes between homebuilders and their customers.
Contact details for the NHBC Resolution Service:
Contact details for the Global Home Warranties Ltd Resolution Service:
If your issue falls outside the NHBC/Global Warranties Ltd scheme, you may be referred to the Independent Dispute Resolution Scheme.
If your issue falls outside the NHBC/Global Home Warranties Ltd scheme, you may be referred to the Independent Dispute Resolution Scheme.
Step 4 – Consumer Code / New Homes Ombudsman Service (NHOS)
Elan Homes is bound by the requirements of the Consumer Code for Home Builders. If you remain dissatisfied after completing our internal complaints procedure, you may refer your complaint to the New Homes Ombudsman Service (NHOS), an independent body set up to resolve disputes between homebuyers and developers.
Before referring a complaint to NHOS, you must:
• Allow us the opportunity to investigate and respond to your complaint; and
• Either receive our Final Response letter or allow 56 calendar days to pass since you first raised your complaint with us.
You must normally refer your complaint to NHOS within 12 months of receiving our Final Response.
New Homes Ombudsman Service Contact Details:
• Web: www.newhomesombudsman.org.uk
• Phone: 0330 808 4286 • Email: enquiries@nhos.org.uk
• Post: New Homes Ombudsman Service, 1 Kingsway, London, WC2B 6AN
The Ombudsman service is free for customers to use and is independent of Elan Homes.