Complaints Policy

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.


Please allow us the opportunity to put things right..


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.

Step 1 – Tell us about your concerns

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                   0345 481 8806
  • Email      
  • 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.

Step 2 – If we have not resolved your concerns at Step 1

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 you 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 will be asked to review your concerns and provide a final written response within ten working days.

Step 3 – What to do if you still feel we have not dealt with your concerns satisfactorily

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:       

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.