Complaints 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:

· Phone: 0345 481 8805

· Email: customercare@elan-homes.co.uk

· Post: Customer Care, Elan Homes Ltd Oak House, Lloyd Drive, Cheshire Oaks Business Park Ellesmere Port CH65 9HQ

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 Resolution Service. This free, independent, and impartial service assists in resolving disputes between homebuilders and their customers. The NHBC will only step in after you have given us the opportunity to address your concerns.

Contact details for the NHBC Resolution Service:

· Post: NHBC House, Davy Avenue, Knowhill, Milton Keynes, Bucks, MK5 8FP

· Phone: 0344 633 1000

· Web: www.nhbc.co.uk

If your concerns are outside the NHBC’s dispute resolution scheme, they will refer you to the Independent Disputes Resolution Scheme.