Every review we hold for the Lichfield office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotUnhappy customer
Moved into our property 15 months ago in Somerset and the experience with Elan customer services has been far from ideal. We have insulation missing in the walls and ceiling in one part of the house. They've provided various dates when the work was to be undertaken and failed to turn up on each occasion. No apologies and no date has been forthcoming.
Gill · 6 February 2024
Agent replied · 12 June 2024
Thank you for sharing your feedback with us. We sincerely apologise for any inconvenience you've experienced and appreciate your patience during this process.Our Group Customer Care Manager has been actively engaged with you to address the delay in the insulation works. We understand the frustration that such delays can cause, and we genuinely apologise for any inconvenience it may have caused.Please be assured that we are actively working with the contractor to confirm the date for the required works, and we will update you as soon as this information becomes available. We are committed to resolving this matter and ensuring that the necessary steps are taken to complete the works to your satisfaction.If you have any further questions or if there's anything else we can do to assist you, please do not hesitate to reach out to our Customer Care Manager directly.Thank you for your understanding and continued patience.
★★★★★ 5/5
TrustpilotAmazing so helpful and easy Rosie was…
Amazing so helpful and easy Rosie was brilliant defiantly recommend
Jacob · 26 April 2024
Agent replied · 24 August 2024
Thank you - your feedback is really appreciated and will be shared with the team.
★★★★★ 5/5
TrustpilotWhittingham Fold
We couldn't have bought a more perfect beautiful property. Tracy and Colin have been amazing to deal with. We have been in just over 2 months now with hardly no snagging at all. The service we have had has been amazing and we love our new home and in such a beautiful location. I would recommend a 100%
Clare · 22 April 2024
Agent replied · 24 August 2024
Thank you soo much for taking the time to leave such a kind review - Here, at Elan we pride ourselves on delivering a quality service and appreciate your lovely words - we shall be sure to share it with the team.
★★★★★ 1/5
TrustpilotEndless issues
Endless issues. Kelly and Dave has 100% unhelpful with anything. Issues with trying to get help from elan. We keep saying the same things with regards to our issues and snags. it just goes nowhere... Been treated poorly. Our 375k house is in one of the worst conditions according to site snaggers... 1 star.
Robert · 4 July 2024
Agent replied · 24 August 2024
Dear Robert,Thank you for taking the time to share your feedback on Trustpilot. We are very sorry to hear of your experience and ongoing frustrations. Our aim is to provide you with excellent customer service and our Group Customer Care Manager has been in contact with you to arrange a meeting to progress and resolve any outstanding matters. We are currently awaiting your confirmation of a preferable date and time for this to take place.You have our assurances that your concerns will be addressed and resolved promptly. We are committed to bringing all matters to a satisfactory conclusion.
★★★★★ 5/5
TrustpilotKen is a very informative
Ken is a very informative, knowledgable persin to get on with. Prompt response to all communications. Very helpful and friendly which made parting with the money less painful.
Deirdre · 16 January 2023
Agent replied · 12 June 2024
Hi Deirdre,Many thanks for your kind comments about Ken.We hope you have many happy years in your Elan Home.ThanksElan Homes
★★★★★ 2/5
TrustpilotLousy customer care from a badly managed company.
I am not normally given to writing reviews but,in view of our experience, I feel compelled to warn prospective home buyers that they may well have problems with this company.It is tempting to give Elan Homes only a one star rating but, in view of the catalogues of dire failings which other reviewers have reported, I am prepared to moderate that to two stars.Whilst, fortunately, the basic build quality seems satisfactory the standard of finishing leaves much to be desired. We have lost count of the number of snagging issues there have been and, during the 10 months we have been in our new home, it has been an uphill struggle to get these attended to because of what seems to be incompetent and indifferent senior management.Since we took possession of our house there have been half a dozen changes of site manager, all of whom have been highly critical of the overall management of the company and have ended up quitting because they can no longer tolerate the chaotic regime under which they are expected to operate.We still have a number of issues to be addressed with no idea when, or if, they will finally be resolved and the final straw for my wife and I has been the point blank refusal to carry out one item of remedial work, despite the fact that such work has been done on our next door neighbour's house.Because of the extremely shoddy job the silicone contractor has done around window and door frames we have repeatedly asked for similar cosmetic work to be carried out on our property.What has particularly infuriated us about this particular issue is that whilst employees of Elan have agreed with us that it is unsightly (one saying that it looks as though the sealant was applied with a catapult) a man we believe to be Elan's contracts manager has been nothing but truculent and obstructive and actually resorted to lying to us - falsely claiming that our neighbours had had the work done at their own expense.We vehemently object to being lied to but Elan Homes senior management couldn't give a damn and their final position on this particular issue is that we should go to the NHBC if we're not happy.I could go on to list matters of concern about the development in general such as the incompetence demonstrated by grounds workers employed by Elan but I'm too busy carrying out my own snagging on our property.Suffice it to say that my wife and I would not recommend Elan Homes to anyone.
John · 16 July 2022
Agent replied · 12 June 2024
Hi John,Thank you for your comments although we are extremely sorry to hear of your disappointment.We can assure you that all of your comments and feedback are extremely important to us.Your concerns are being addressed by the senior team at Elan Homes and a response will be confirmed imminently.ThanksElan Homes
★★★★★ 5/5
TrustpilotGreat after sale service
Two years after purchasing our home I was having difficulty locking the kitchen bifolding window-doors. The fault was probably caused by the heatwave we’ve been experiencing recently rather than anything else. I called Peter who had been the site manager previously and even though he was posted on another site and was no longer working here, he was extremely helpful. About an hour later Steve showed up who had clearly dropped what he was doing to attend to our issue; he spent a good hour readjusting the window door until it was back in good working order. I am delighted with the after sales service .
Michael · 14 July 2022
Agent replied · 12 June 2024
Hi Michael,Many thanks for your kind comments about Peter & Steve.We hope you have many happy years in your Elan Home.ThanksElan Homes
★★★★★ 1/5
TrustpilotVery disappointed
Very disappointed - having failed to install the kerb in front of the drive correctly first time, two years later it was dug up and repaired to a poor standard and finish, across the front of the property, and no interest in doing a good job or consideration on the impact to the property. Having raised with Elan Homes they have responded that they are unwilling to look into this any further.
Chris · 23 April 2023
Agent replied · 12 June 2024
Thank you for taking the time to provide us with your feedback.We appreciate your comments, and we apologise for any inconvenience caused by the remedial works undertaken to the kerbs.We want to assure you that we take our customers' concerns very seriously, and we are committed to completing the works to the correct standard. In order for us to investigate the matter further, we kindly request that you provide us with the details of the development and plot number.Once we have received this information, we will ensure that a member of our team contacts you promptly to address your concerns and resolve the issue to your satisfaction.Thank you again for bringing this to our attention. We value your feedback and look forward to resolving this matter as soon as possible.
★★★★★ 5/5
TrustpilotNothing was to much trouble…
On Saturday the 5 I reserved a property on Greenside View Dukinfield. The salesman name was Jonathan Sinnot.Jonathan was very helpful and went through everything in great detail and a very professional manner. Great Service
Frank · 7 February 2022
Agent replied · 12 June 2024
Frank,Great to hear you have reserved an Elan Home, many thanks for your kind comments about Jonathan. We hope you have many happy years in your new home.ThanksElan Homes
★★★★★ 5/5
TrustpilotFirst time buyer
Michelle is amazing! We are first time buyers and she has made the process so smooth! Any questions we had she went above and beyond! Michelle is a credit to Elan homes!
Molly · 22 September 2024
★★★★★ 1/5
TrustpilotHome I'm disappointed with inside and out !
Undoubtedly one of the poorest decisions I have made was purchasing a home with Elan. Elan has treated me with nothing but contempt since our purchase over 18 months ago.140 defects / snagging items were identified on handover, with the remaining items still being contested following the original catastrophic handover of the property to my family and me.The complete lack of customer care and build quality has frustrated other residents in our development and me, with roads, pavements and communal areas still not completed. In addition, site managers have come and gone over the two years with promises made and continuously not delivered.Not a day goes by that I don't regret my decision to purchase a home with Elan.
Tom · 26 June 2022
Agent replied · 12 June 2024
Hi Tom, We are extremely sorry you feel this way and can assure you that all of our customer feedback and concerns are very important to us.As communicated, it is our understanding that the roads and pavements will be topped at the end of July/early August.The customer care team will be in contact with you to offer an appointment with the Construction Director to discuss your concerns and we hope that when these outstanding issues are rectified you can have many happy years in your Elan Homes.ThanksElan Homes
★★★★★ 5/5
TrustpilotPraise for George, Dave and Vikki.
I would just like to say there is no particular date as in my experience George the assistant site manager and Dave the site manager, both based on Balmoral Drive in Churchtown, have always been very helpful when my Husband and myself have had problems that come under the famous heading of snags. We have lived here two years now and we cannot find fault with either of them. The routine used to be that you could ask either of them about something and they would always help, now it all has to be arranged through Customer Care with Vikki who is also very helpful and she passes on the requests to them. To be honest it was much better when it was "off the cuff" through George and Dave but these are the rules now so obviously we have to go along with that. May I also add that quite frequently people who have moved in do not give them a chance and actually start off quite rude with them which is completely wrong in our eyes. So full marks to George, Dave and Vikki. From Mr. and Mrs. John and June Wright, 226 Balmoral Drive, Churchtown.
June · 19 September 2024
★★★★★ 2/5
TrustpilotGreat until they need to deal with issues
They’re a great company until any issues arise, it’s then like getting blood from a stone.We moved into our home in February 2021, we have outstanding snags we’re still awaiting to be resolved with some reported on day 1 and still not resolved. 16 months and waiting.At first, they were great and came to fix a few snags relatively quickly. However many are still outstanding which I’ve had to chase on a monthly basis and still yet to have anyone even contact me nevermind actually come fix them. I’ve given the benefit of doubt too many times but there’s only so many excuses around covid sickness, staff shortages and promises of callbacks & visits from site managers that never materialise that anyone can deal with. Lots of these snags are small/minor issues that ideally should have been noted during the build process however mistakes happen. The fact the issues are so minor are now the reason it’s so infuriating that they’re not fixed and nobody seems to care. We have unfinished laminate, holes in the walls hidden behind radiators and unstable flooring to name a few. It takes weeks to get a response from customer care, even after the promise of escalations to site managers etc there’s still nothing but silence from that end. It’s very frustrating from a customers point of view in what was otherwise a seamless experience prior.
Keegan · 4 June 2022
Agent replied · 12 June 2024
Hi Keegan,Thank you for your comments although we are extremely sorry to hear of your frustrations.We can assure you that your concerns and feedback are very important to us.The site team will be in contact with you over the coming days to arrange the necessary appointments so we can work together to bring your outstanding items to a satisfactory conclusion.ThanksElan Homes
★★★★★ 5/5
TrustpilotBrilliant from start to finish
From start to finish, the process has been smooth sailing, very stress-free & exciting. This is down to Jonathan being great with us, keeping us updated & providing us with guidance, tips & support. We even got a lovely welcome to our home / congratulations hamper & bottle of bubbly. The site team have been brilliant so far walking us through all the things we need to know about the house and being contactable about any issues or questions we have. We hope this continues!
MH · 3 June 2022
Agent replied · 12 June 2024
Hi,Thank you for your kind comments about Jonathan and the site team, these have been passed on to the team and their managers. We hope you have many happy years in your Elan Home.ThanksElan Homes
★★★★★ 5/5
TrustpilotFrom sales right through to snagging
From sales right through to snagging, Elan and their staff have been nothing but helpful with our home purchase and move, I cannot rate their sales and site staff who have helped us settle in to our new home on Greenside View in Dukinfield which we over the moon with. Yes we have snags like any other new house but nothing major and the site staff have been very helpful and remained engaged throughout ensuring things are sorted as quickly as possible.I can’t recommend Elan homes highly enough.
Andy · 22 May 2022
Agent replied · 12 June 2024
Hi Andy, thank you for your review. All our team really appreciate feedback, it helps us to continually improve our service. If we can be any further help please let the team know.
★★★★★ 5/5
TrustpilotHazelfields Poynton
Rosie was extremely helpful,knowledgeable and friendly, she helped us decide the best plot for our needs and arranged a visit to the Southport site to view the show home there.Our whole experience with Rosie representing Elan homes was pleasurable, informative and the show houses were very well presented.
Neil · 21 October 2023
★★★★★ 5/5
TrustpilotFrom our initial visit and tour of our…
From our initial visit and tour of our house to the hand over and welcome Shirley was outstanding and kept us informed every step of the way, she is a credit to your company
Jeffrey · 13 January 2022
Agent replied · 12 June 2024
Hi Jeff, thank you for your lovely review - we hope you are enjoying your new home. please do let us know if you require any further assistance.
★★★★★ 5/5
TrustpilotJonathan has been absolutely amazing…
Jonathan has been absolutely amazing throughout the process of buying our home. We feel we have been very supported throughout and highly recommend Elan Homes!
Jess · 16 January 2023
Agent replied · 12 June 2024
Hi Jess,Many thanks for your kind comments about Jonathan.We hope you have many happy years in your Elan Home.ThanksElan Homes
★★★★★ 1/5
TrustpilotRoads still not made upWe moved in 2 years ago and are still…
We moved in 2 years ago and are still waiting for the roads to be made up. The ironwork is raised making it a nightmare to drive through the development. We have been given dates for it to be done, but then nothing happens.
Jackie · 25 October 2024
Agent replied · 24 August 2024
Thank you soo much for your kind comments - we will ensure this is shared with the team.
★★★★★ 1/5
TrustpilotAvoid!!
Moved in over 6months ago & still have outstanding work from our 7 day snagging report.We were promised work done by a site manager who knowingly knew he was moving sites the day after. The site manager who took over said he would only complete full snagging list if we promised to score him highly on the survey. Endless calls/answer phone messages and emails to customer home care and still no further. No one returns the calls and the last email took 13 working days for me to get a response. We have been promised a visit from the site manager for over 3 months. The finish of the house is poor and we’re disappointed with the quality of the bathrooms and kitchen.
Harriet · 17 March 2022
Agent replied · 12 June 2024
Hi Harriet,We are sorry to hear about the recent issues relating to your snagging.Please can you contact our Customer Care team on homes.customercare@elan-homes.co.uk or call 0845 481 8801. With details of which site you are at so we can follow up.ThanksElan Homes
★★★★★ 5/5
TrustpilotFaye at Garrett Hall Fields is so…
Faye at Garrett Hall Fields is so helpful, she explained everything in detail from my first visit to reserving my house. Very approachable and always happy to answer any questions.
Mrs · 13 September 2024
★★★★★ 1/5
TrustpilotSurprised by the positive reviews
I’m really surprised to read so many positive comments here because everyone at the Stableford site is truly fed up with the terrible customer service that Elan provide. I have never bothered leaving feedback anywhere before but as our emails and phonecalls to the customer aftercare team just get ignored i feel i have been driven to it. We moved in back in August 21 and as soon as the site manager left it’s as though nobody at Elan cares. Given this is the biggest purchase we have ever made the customer service is probably the worst i’ve ever experienced which is a real shame because the houses do look nice.
D · 2 February 2022
Agent replied · 12 June 2024
Mr Stokes,We are sorry to hear about the experience you have had since the departure of the Site Manager and that the communication has not been as good as it was before this point.I understand there is an appointment booked for 16th February (rescheduled to your convenience) with Darren from our customer care team. We hope to rectify as many of the outstanding issues as possible on the day and will keep you informed as to progress if any issues cannot be. If this is not the case or you need further information please feel free to call or email the customer care team on the details below who have been notified of your comments.The contact details are 0345 481 8805 or customercare@elan-homes.co.ukI hope we can rectify these issues over the coming weeks.ThanksElan Homes
★★★★★ 5/5
TrustpilotExceptional customer relations! I recently purchased a new build…
I have recently purchased a beautiful new build house on Balmoral Gardens in Churchtown. It was a pleasant experience from start to finish being helped and supported by the sales managers Ken and Collette. George, a site manager has been so helpful dealing with any issues that occur with a new build. I would highly recommend Elan Homes for their friendly and exceptional customer relations.
Ruth · 11 August 2023
Agent replied · 12 June 2024
Ruth,Many thanks for your kind comments in regards to Ken, George & Collette.We hope you have many happy years in your new home in Churchtown at our Balmoral Gardens Development.ThanksElan Homes
★★★★★ 5/5
TrustpilotRecently purchased a property at the…
Recently purchased a property at the Brook meadow development and we have been thoroughly pleased with our purchase and the service provided , Kate especially has been a big help chasing up and resolving any issues we had in the lead up to securing the property and nothing was too much trouble. Kate also regularly sent us updates with the progress on our property and helped ensure we managed to move in on the required date we very much needed and we couldn't thank them enough , Steve the site manager has also been a big help and nothing has been too much trouble for any of them.
Andy · 28 January 2022
Agent replied · 12 June 2024
What a kind review Andy - thank you so much - Kate will be delighted to hear you were happy with the service provided.
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