Call us today 0845 481 8801 Find your new home HELP & SUPPORT Our dedicated Customer care team are on hand to help you should you have any queries or an emergency regarding your new Elan Home. PERSONAL APPROACH 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 customercare@elan-homes.co.uk 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. Please Note: 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. FAQS 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. How to look after your kitchen/bathroom How do I operate my central heating? Help! What do I do in an emergency? Some of the plaster around my doors & windows has started to crack, what should I do? I'm going on holiday, what can I do to ensure my home is safe & secure? I've heard about having to 'dry out' a new home. What's involved & why? What advice can you give about decorating? What does my 10 year NHBC Warranty cover? What does my 2 year developer's warranty cover? What maintenance do I need to carry out to the exterior of my home? How do I look after my new garden turf? What's causing white spots and patches on my brickwork? What's the best way to care for my bathroom suite without scratching it? Frozen Condensate Pipe Problem? NHBC WARRANTY The mark of a quality home 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? IN CASE OF AN EMERGENCY? 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? Loss of Central heating and hot water Water leak that cannot be contained and is likely to cause damage or is leaking into an electrical fitting Loss of electricity Blocked Drains which are overflowing or flooding internally or externally 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 Contact Us Useful links Find your new home Visiting Our Developments Buying with Elan Mortgage Checker About Elan Help & Support Contact Us Careers Locations Cheshire Merseyside Greater Manchester Flintshire Lancashire Somerset Devon Staffordshire Worcestershire Sitemap Data Protection Cookie Policy Legal Information Privacy policy Modern Slavery and Human Trafficking Statement Elan Tax Strategy Elan Homes Candidate Privacy Notice Corporate & Social Responsibility Policy Complaints Policy