Trusted Agent profile · Elford
★★★★★
296 reviews across 2 platforms
The Shrubbery, Elford, B79 9DG
Part of Elan Homes, see every office.
Elan Homes's office in Elford, at The Shrubbery, is rated 4.1 out of 5 across 296 reviews on two platforms, including 4 Google reviews rated 3.8.
Every review we hold for the Elford office, from every platform, shown as written. First names only.
5/5
TrustpilotGarratt Hall Fields
We are in the process of purchasing our new home. Faye our sales agent has been absolutely fantastic. She is professional, reassuring and has given us all the help and support we have needed when buying our first property. Everything through Elan homes so far has been smooth and easy, with Faye keeping us in the loop every step of the way. We can’t thank her enough, and look forward to moving into our new home!
1/5
TrustpilotUnresolved issues and poor communication
We moved in to our first home in February 2021, and to begin with there were a few problems which we knew to be expected, for example: a broken bath panel, poor plastering, a cracked tile, and a very wet garden (which at first we thought was due to it being winter). To begin with the site manager would often come round and keep us informed with how they were getting on, however that quickly stopped. Nearly 6 months down the line and we still have the same broken bath panel, a swamp for a garden due to poor initial drainage and now yet another cracked tile. We have continually informed both the site manager and customer care of the issues, which they assure us they are dealing with, however they still go unresolved. They informed me that next door have the same drainage issue and that the person will not complete until it is sorted, a few days later they had workmen in the garden fixing the issue, thus proving all they care about is money. A few weeks back they came ‘to start resolving the issues in our garden’, on this occasion they dug a hole and left it at that, with no communication. I then contacted customer care numerous times to ask them what was going on, which they stated they have informed the site team to contact us, yet again no one did. Last week we came home to find a dry patch of our garden dug over. We have since learned from locals that drainage was always an issue, and we have now received video footage of them pumping out water for 4 hours a day prior to building. Communication with elan homes is extremely poor, numerous of the houses around us have had issues which have gone unresolved for months, and had to fight for jobs to be completed. Would not recommend buying from them, unless you want a battle on your hands.
Hi Jemma,We are so sorry this has happened, I have notified our customer care team of your comments.It would be great if you could contact them on 0345 481 8805 or customercare@elan-homes.co.uk and we will have this looked into further.Elan Homes
3/5
TrustpilotMisleading Sales staff, Rude sales manager, house not as expected on completion - But good staff that try to make up for poor colleagues
Zoey sales agent was very misleading gave incorrect information, provided wrong information on finish and what kitchens were included.Marie sales manager very pushy, rude and abrasive.Disheartening issues on completion: Screed floor wet on completion, bung left in soil stack which caused flooding in first few days of new homes. Required wall being cut open and garden to be dug up, poor finish on door frames where hinges installed, wall filler still on show on walls. Light switches wired incorrectly, heating thermostats wired backwards.**On the plus side some staff who work for Elan are brilliant they go out there way to be pleasant factual and act with integrity and resolve issues. Elan are not a bad company just like any company they have a few poor staff that let them down but they aren’t far away from being brilliant!**
Hi Mr Dawes ,thank you for your feedback. We would like to apologise if you feel out team were misleading or rude in anyway. We pride ourselves on providing clear and concise purchasing information and apologise if this has not been achieved on this occasion.If we can be of any further assistance please do not hesitate to contact our customer care team on 0345 481 8805
5/5
TrustpilotGreenside View
Jonathon at Greenside View has been fantastic with us and has made very effort to help us along the way
Hi Clare,Many thanks for your kind comments about Jonathan.We hope you have many happy years in your Elan Home.ThanksElan Homes
5/5
TrustpilotBalmoral Gardens Southport
Collette and Rosie at Southport have been very friendly and helpful throughout the whole process, kept me in the loop to make it as quick and smooth as possible to get me in my new home. The site manager has also been fantastic and will go above and beyond to resolve snags or issues,
Hi Antonio, thank you for taking the time to leave such kind words about our team, I will be sure to share them.
4/5
TrustpilotOur experience with Elan Homes
Our experience with Elan Homes, as newbuild buyers, has been overall a positive one. What has made it really special has been the excellent input of individuals like Peter, Ken and Billy; We were always met with a friendly smile, and the proactive, supportive, professional attitude of these individuals; they did everything they could to be helpful and raise the profile of Elan Homes. I should also say that the quality of the building work and materials used was also very high, and the aftercare has been excellent. Perhaps the reason Elan miss out on a five star trustpilot review from us, is the inflexible approach to building plans that we weren’t allowed to modify even slightly before building work took place, even with the internal layout, and the very crowded car parking spaces that were not really revealed until the homes were already built. So, amazing frontline customer help and support, and a little bit more work to do with accommodating buyers’ needs and transparency.
Many thanks for your kind review Michael and your comments in regards to Peter, Ken and Billy, I have passed this onto them and their line manager.In regards to building plans, unfortunately once a site has started construction we do not have much flexibility to extend car parking spaces or the plans as this would need further planning permission and may delay the build process for yourself and other buyers. The choices you can make to design your dream home are mainly around internals rather than the overall build of the house.We appreciate your points on transparency and we are working hard to try and give as much information as possible through our website and other channels to make the buying process as smooth as possible. I have passed this comment onto the sales team to help continue to improve our process.We hope you enjoy your new Elan Home for many years to come.ThanksElan Homes.
5/5
TrustpilotFirst House from Elan Homes
We bought our first house from Elan Homes this March with the support from the sales executive Mr Ken and his colleague Billy. Buying your dream home is never easy in normal times, and it could have been unimaginably harder during several spells of national lockdown like the ones we had due to Covid-19 but for the support from outstanding sales executive. Ken and his colleague, who are super-friendly, made the journey a lot easier for us despite all the social distancing restrictions and limited office opening times. We have been provided with frequent updates about the development of the site and timely information about upcoming plots released to the markets. The development is enormously popular, located in one of the most sought-after areas, and the demand is unusually high while the supply is visibly limited. We feel extremely lucky to have been able to secure one of our preferred plots, thanks to the Elan Homes's professional service. We cannot wait to see the completion of our brand new house in few months’ time.
Many thanks for your kind comments i have passed these onto Ken & Billy and their line manager.We are looking forward to moving you into your dream home.Elan Homes.
5/5
TrustpilotVery easy to deal with
Hi Been in contact with Rosie & Ken at Barmoral Gardens in Southport, regarding a property for sale.Both made the buying process very easy with there knowledge & experience.
1/5
TrustpilotMoved in to our new home December 2019…
Moved in to our new home December 2019 and it seems like every week we find another issue. So far the boiler has leaked twice and had to be repaired, the toilet leaked, the handles fell off the kitchen cupboards, the door handle stopped opening the bedroom door, the tiles had to be replaced in the en-suite and bathroom, one of the patio doors lock rusted, the other patio door had to have the hinge changed, the fence post had to be put back up properly as it was falling over, all the grass at the front of the house has got to be ripped up as it has turned into mud, the paving slabs have had to be put back down properly, porch tiles were broken, the bannister had to be fixed to the wall as they forget, screws weren’t put in hinges. The outstanding jobs we still have- the overhang of the roof is split, a window is split and the wall in the front room probably needs repairing. DONT BUT A HOUSE FROM ELAN HOMES. I wish we had read the reviews before buying
Hi Kelly,We are so sorry this has happened, I have notified our customer care team of your comments.It would be great if you could contact them on 0345 481 8805 or customercare@elan-homes.co.uk and we will have this looked into further.Once again sorry for the experience you have had.Elan Homes
5/5
TrustpilotKen at Mossley Gardens
We have recently bought a house on the Mossley Gardens site. After an initial poor experience with one of the sales team (she no longer works on the site), we had excellent care from Ken whilst buying our house. He was supportive and attentive during the whole process. He also helped us secure a part exchange after our house sale fell through days before exchange! He is a delight to work with and is always professional. He gets things done when time is of the essence. We really can’t thank him enough!
Many thanks for your kind comments Emily, we will pass these on to Ken.Thanks Elan Homes
5/5
TrustpilotWe have bought a very nice modern home…
We have bought a very nice modern home from elan homes, everything has been nice and smooth up to now, our snags have been attended to quickly which isn't many at all in our experience Anna and billy have been very helpful and sorted out alot for us as and when neededThe site managers are really helpful with us too, which is another bonus, they have done a good few favours for us up to now tooEverything and everyone has been good to us and we are really happy with our new home!
Many thanks for your kind comments Ste, we will pass these on to Anna, Billy and the site team.Thanks Elan Homes
5/5
TrustpilotGreat experience and friendly approach…
Great experience and friendly approach by the staff.Explained well about property.
Hi Jini, Thank you so much for your kind words! We're absolutely thrilled to hear that you had a great experience with us. We really appreciate you taking the time to share your feedback. The Elan Homes Team
5/5
TrustpilotMossley gardens
I am delighted with my new house. It is well designed and lovely and warm it also has a large garden which is unusual for new houses. The site has been well planned around a communal grassed area which means the houses are spaced out and the site has character. Our main contact with Elan was Ken from the sales team. From our very first meeting where he helped us decide what we wanted, to moving in he shared our excitement with us. He always made time for our many questions and was able to offer help and advice. He kept in touch so that we knew where the process was up to. He is an excellent ambassador for Elan.
Many thanks for your kind comments Mrs Foley, we will pass these on to Ken.Thanks Elan Homes
5/5
TrustpilotExcellent Customer Service
I am a new home owner under Elan Homes. The customer service experience has been excellent. I had problem with my plumbing system and Elan responded very swiftly to my concerns and got it resolved in less than 24 hours. I can't be prouder to have Elan Homes as my Builders. Will recommend the company to prospective home owners 100%
5/5
TrustpilotWell done Elan...
Because of some difficulties resulting from accidentally crossed wires, Elan Customer Care Manager Dani Evans got in touch to resolve things. And Dani (and her colleague Shaun) couldn’t have been more helpful, an object lesson in outstanding customer care, and a credit to Elan.
Thank you soo much for sharing your experience with us- it means everything to the team to hear you are happy with the service you received from Danni and Shaun - pls remember the team are here to help if your require any further assistance.
1/5
TrustpilotShocking Customer Care
In July landscapers came to our property to do some work who were provided by Elan Homes which resulted in them putting down soil around certain parts of the garden. We were told that a week later they were going to come back and put weed and feed down and until that and for a couple weeks after we need to keep our 2 year old off the lawn.4 MONTHS LATER AFTER NUMEROUS EMAILS AND PHONE CALLS TO ELAN HOMES FINALLY THE LANDSCAPER RETURNS. He tells us that because it’s so late in the year putting weed and feed down would be pointless and this particular person didn’t even know that it was his own associate that made this MESS IN THE FIRST PLACE!So we request that as a gesture of good will can Elan Homes please pave the small area of the lawn which they damaged (I was even prepared to pay for the paying slabs) CAN YOU ACTUALLY BELIEVE ELAN HOMES SENIOR TEAM DENIED THIS REQUEST AND EXPECT US TO NOW LIVE WITH A MUD FULLER GARDEN WHEN THEY RUINED OUR LAWN IN THE FIRST PLACE??Great customer care when you are spending a couple hundred grand buying one of their properties........
Hi Ross,We are so sorry this has happened, I have notified our customer care team of your comments.It would be great if you could contact them on 0345 481 8805 or customercare@elan-homes.co.uk and we will have this looked into further.Elan Homes
1/5
TrustpilotLook past the 5* sales reviews of Jonathan and instead read the 1* after completion reviews of Elan Homes
Wrea Green Sales Office promise specifications which are unable to be fulfilled by Site TeamSite Team has been provided with unskilled labourSite Manager overlooks poor preparation and execution of tasksCustomer Care Team are invisible and uncontactableAfter Sales Service has been outsourced Snagging issues sometimes accepted but resolved at a snail pace and the regular communications for resolution never materialise5 Directors are involved with over 200 other companies/businesses
Thank you for your comments.The site teams arrange a 7 day appointment to go through any teething issues you may find and address any defects in line with the tolerances set out by the home warranty provider with anticipated dates for completion.The dedicated Customer Care Team are on hand Monday to Thursday 8.30am, 5.30pm and Friday 8.30am, 3.30pmThe team can be contacted via telephone or email and will respond to any queries as quickly as possible.We are very sorry to hear of your frustrations and would be more than happy to discuss with you in person so we can work together to bring all matters to a satisfactory conclusion.Please contact the team at your earliest convenience who will be standing by to assist.Thanks Elan Homes
1/5
TrustpilotThree Js Abberley.
Three Js Abberley.Worst customer service ever.Still waiting for snags to be fixed over a year later.Have an obvious structural problem with the floor and keep getting fobbed off.Would sell the house if it wasn’t for this floor problem which needs resolution.Customer services ignore you for months on end , worst experience of buying a house I’ve ever known.Would not recommend at all.
Thank you for sharing your feedback with us. We are deeply sorry to hear that you feel you have received poor customer service from our team. Please know that this is not the level of service we aim to provide, and we take your concerns very seriously.We want to assure you that we are not ignoring your concerns. Our team is actively investigating the issues you have raised, and we are taking steps to ensure that any outstanding items or concerns are resolved to your satisfaction.We are glad to hear that your customer care coordinator has been in touch with you to open up lines of communication. They are committed to working with you to ensure that any issues are addressed promptly and to your satisfaction.We appreciate your patience and understanding as we work to resolve these issues. If you have any further concerns or questions, please do not hesitate to contact us. Elan Homes
1/5
TrustpilotI would give zero if I could
I would give zero if I could. Site managers in the teens gave worked on site. They DONT check their builders work on site, just let them get on with it, cheap products, poor finish leading to plumbing leaks. Totally shoddy and no pride. Just leaves you sad and distressed trying to fix shoddy work when it should be a happy time in a new build. DONT BUY!!
Hi Elizabeth,Thank you for your comments although we are very sorry to hear of your disappointment.A member of the Customer Care Team will be in contact to discuss further with you and make any necessary arrangements. ThanksElan Homes
1/5
TrustpilotIf You Value Honesty, Elan homes Isn’t the Developer for You”
Avoid Elan Homes at all costs. Their sales team will lie, mislead, and backtrack without hesitation. Once you’re locked in, you’ll discover the charming ads were just bait. If you’re unlucky enough to deal with them, only communicate via email, never by phone unless you’re recording.
5/5
TrustpilotRosie has been fab!
Rosie has been fantastic from the start, very knowledgeable of the area and so lovely with it. She has been so attentive and always there to answer my questions. Thank you Rosie you’re a star!
5/5
TrustpilotGood Service
Good Service and always good for the information
Hi Jason, Thank you for your kind words, we really appreciate you taking the time to leave a review. We're glad to hear you’ve had a positive experience so far, and we're here to help with anything you need moving forward. The Elan Homes Team
5/5
TrustpilotReview of Elan homes and Agent Rosie
Hi Charlotte, Thank you so much for taking the time to leave such a lovely review. We’re absolutely delighted to hear that Rosie was able to support and guide you throughout your home-buying journey. She is a real credit to our team, and she’ll be thrilled to know she helped make the experience a positive and memorable one for you. It’s also a pleasure to know that you found the process enjoyable, at Elan, we strive to deliver quality homes and a supportive, positive experience throughout. Wishing you every happiness in your new home! The Elan Homes Team
5/5
TrustpilotBuying a new build house can be a…
Buying a new build house can be a stressful experience but was made easier and smoother by our extremely helpful and supportive sales rep Ken. From helping us to pick our kitchens and bathrooms, fulfilling my diva demands, to enabling us to get in the house when our temporary accommodation ran out. It’s never going to be completely smooth sailing but we were happy with our experience and very happy in our new home.
Thank you for your kind review Michelle, espically around your comments for Ken, we have passed this onto him and his line manager.We are delighted you love your new home and hope you have many more happy years there.ThanksElan Homes
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