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
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.
Here's all the necessary information should you need to contact a member of our team who will endeavour to resolve your query as quickly as possible.
We have a dedicated team who are fully trained to assist with any queries you may have regarding your new Elan Home.
Customer Care Team
0345 481 8805
Monday - Thursday, 9am - 5pm
Fridays, 9am - 3.30pm
Outside these hours, you can call our Emergency Helpline on 0345 601 3538
Elan Homes Ltd, Customer Care, Oak House,
Lloyd Drive, Cheshire Oaks Business Park, Ellesmere Port, Cheshire, CH65 9HQ.
We respectfully advise that any aggressive behaviour, threats or verbal abuse to members of staff either in person, over the telephone or in writing, will not be tolerated under any circumstances.
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 please contact us.
In recent winters we have experienced prolong spells of cold weather (down to –20ºC in some areas). As a result of this the ‘Condensate Drainage Pipe’ from condensing boilers has occasionally frozen. This happens when the pipe is run externally for some of its length. When this pipe freezes it causes a blockage and stops the condensate from the boiler to the waste in turn stopping the boiler from working.
You can usually tell if this pipe is frozen by a fault code flashing on the boilers digital display (usually F1 or F4 on Glowworm Boilers). There are a number of ways householders may try to thaw this pipe out themselves.
Thawing Frozen Condensate Pipes
1. Locate The Blockage
The Condensate pipe usually freezes at the most exposed point outside. This is usually the open end of the pipe, at a bend or elbow or where there is a dip in the pipe where condense can collect.
2. Thaw The Frozen Pipe
The Condensate can be thawed in a number of ways. By applying a hot water bottle, a microwaveable heat pack, warm cloths wrapped around the blockage or by pouring warm water onto the pipe. It is important that you do not use boiling water.
Please make sure that the pipe is easily reached from ground level—also be aware that if you are pouring water onto the pipe this can also quickly freeze on the ground causing a slip hazard.
3. Reset/ Restart The Boiler
This can be done by pressing the reset button on the front of the boiler or by switching it back on.
There are a few things that be can done to try and prevent this from happening.
1. Lag the external pipes
2. During the cold spell run the heating with the thermostat on maximum. Remember, you can adjust each room temperature using the radiator valves. Don’t forget to turn the thermostat down once the weather has warmed up!
3. Temporarily keep the heating on continuous (24hrs) while it is particularly cold, leaving that thermostat on or around 15ºC at night. Again don't forget to return it to normal settings when the weather warms up!
Have an Outside Tap ?
Please remember to insulate it, turn it off and drain it at the isolation valve during the winter leaving the tap open to allow any ice escape
NHBC is the UK’s leading warranty and insurance provider for new homes. Established in 1936, NHBC sets standards for its registered house builders and works to improve the construction quality of the homes they build. This is ultimately for the benefit of homeowners..
NHBC registered builders agree to build to standards defined, set and regulated by NHBC; this ensures that when NHBC issues a Buildmark warranty cover note on a home, the build quality and standard is assured and the property has been inspected at various key stages throughout the build.
Their role is to work with the house-building industry to raise the standards of new homes and to provide consumer protection for homebuyers.
Your NHBC registered builder has chosen to offer you Buildmark, a 10 year warranty and insurance product on your home. This means that you can rest assured that years 0 to 2 our covered by Elan Homes, and years 3 to 10 by Buildmark, for structural and certain other defects.
As a long established and trusted brand, NHBC’s experience in the house-building is unrivalled. And, as a regulated insurance company, homeowners have the reassurance of knowing that they can rely on the protection offered by Buildmark.
NHBC is a non-profit distributing organisation with no shareholders that dedicates resources and technical expertise to support the industry in raising the standards of new homes.
NHBC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
The NHBC have produced a short film wth further information which you can view here - Watch film
NHBC is registered in England under company number 00320784. NHBC’s registered address is NHBC House, Davy Avenue, Knowlhill, Milton Keynes, Bucks, MK5 8FP.WHY BUY THIS HOME?
A Home User Guide (HUG) enables you to embrace life in your brand new Elan home.
Only available with a new home, a HUG includes an intimate knowledge of everything you need to know about your home in one simple easy to find place, without cluttering up drawers.
Using a secure log in you’ll be able to access your HUG around from your PC, laptop, iPad or smart phone.
Tailored to each individual property, it includes information that will be useful before you move in, once you're living in your new home and when you eventually pass on to another buyer in the future.
Information about the buying process and what to expect when moving into a newly built home is included, along with a guide to the local area, which will be particularly useful if you’re relocating.
Your HUG contains the 10 year NHBC warranty on the property, plus manuals for the boiler and other fitted appliances. Other manuals and important documents can be added so that they can be found quickly and easily.
Detailed floor plans and even the materials used, such as bricks and paint colours, are included in your HUG and will be useful when planning any future home improvements.
It also features handy ‘how to guides’ with videos to help make life in your new home simple and straight forward.
You can even use your HUG to set reminders to arrange for your boiler to be serviced or renew your home insurance.
FIND OUT MORE
In an emergency it is important to know what to do and who to call.
For your safety and peace of mind Elan Homes provide an Emergency Helpline should you have an emergency when our offices are closed.
In the event that your require help in dealing with an out of hours emergency, please contact our emergency helpline on 0345 601 3538
What is an emergency?
SUSPECTED GAS LEAK?
Make sure that you know where the various valves and switches are situated so that you can turn off the water or electricity in an emergency.
Before calling, please make sure you have your full postal address to hand. If the fault relates to the central heating boiler, please make sure that you have the details of the make and model.
Call the National Grid on 0800 111 999 immediately and report your suspected leak