Elan Homes Reviews 

Lesley in Birchfield court is approachable person. Loved her smiling face whenever we visit her. Always there to answer our questions. I am not happy that she left the project before we finish the buying process. If it is not for Lesley, we wouldn’t have chosen Elan homes.

Great start to the purchase of our property in Ramsbottom thanks to our friendly and helpful sales advisor Hilary. Unfortunately Hilary left the company 2 months before legal completion and all communications, photos and updates stopped. Final completion was shambolic due to greedy Directors wanting the sale in before the December year-end. The house had clearly not been snagged by Elan, per their own procedures, as the kitchen was unfinished and there were other glaring issues.
Our site manager Peter was friendly, understanding and helpful. However he was inundated with snag lists from us and other owners who were all rushed to complete at the same time, so it took a while to get everything fixed. Not his fault, he was put under immense pressure.
We had no major snags but we were extremely disappointed with the standard of finish on our property given the high price tag. In particular plastering and decorating were slapdash and if we had hired these tradesmen personally they would not have been paid. Elan seem to have set unrealistic deadlines for their tradesmen resulting in shoddy work.
Our experience with Customer Services was a positive one. Our main contact was Vikki who was very polite, friendly and helpful. Communication was great and we developed a good relationship with her. Our final issues took a while to resolve due to availability of tradesmen but Vikki did not take her eye off the ball. No complaints at all in this area.
Overall we are really happy with our house which is in a great location with fabulous views.

Faye is great. She is very helpful and she always try her best. She always great you with a smile. Can't fault her

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!

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.

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.

Located at tower gardens just bought my first home great experience all round. Want to say a big thank you to Tracy Sales Executive she has been amazing she couldn’t do enough for me, such a lovely lady kept me updated any questions I had she was there to help and support me. Thankyou also to the site manager Dave also been amazing. Absolutely love my new forever home!! Xx

We have been in our new home now for a week! Our sales rep Tracey has been amazing every step of the way as has her manager Ken both great support! The site manager Dave has helped with everything too whether it’s advice or to fix a problem! We are located at tower gardens and couldn’t be happier with our home and experience with Elan homes 🏡 ♥️

This review is in two parts; the first relating to the after sales service from customer care, and the second to the purchasing process:

Since Paul has been responsible for the development at Wrea Green Meadows, which we understand to be from late 2023, he has made sure our snagging list has been followed up. We received particularly good service from Steve from the in-house team, who spent a considerable amount of time fixing a number of issues we had, ensuring that a thorough and tidy job was done. Paul and Steve obviously care about providing good service, take pride in their work and are very experienced. Where outside contractors have been used, there do seem to be occasional communication problems where they are unclear of the full list of jobs to be done or they don’t have the necessary materials with them. The more specialised contractors have been absolutely fine, and all have been friendly and helpful. Some contractors did turn up without appointments, which is not always helpful. We felt the in-house team however deserves a special mention, for their courtesy and honest approach. We would recommend keeping a proper log of snagging issues especially if, like us, you haven’t engaged a professional snagging company. This will ensure snags are dealt with appropriately.

Turning now to the purchasing experience; we took up the part exchange offer which should have provided a smooth and uncomplicated route to our new lives in Wrea Green, especially as Elan sold our property onwards immediately it hit the market. Firstly, we were refused any kitchen choices, even though we knew the roof wasn’t on the new build. We had a total of six different sales executives in the ten months we were waiting, meaning that detailed knowledge of the development wasn’t always there, and some of our questions weren’t answered accurately. Whatever the reasons for the frequent staff changes, it certainly didn’t help. In addition, Elan’s solicitor, in spite of making an inordinate number of enquiries to our solicitor, refused to answer any of our questions regarding the unnecessary indemnity policies they demanded we buy. Instead we were blamed for causing delays. We were told Elan wanted to ‘do both things together’ (our purchase at Wrea Green, and the onward sale of the part exchange property) or they would need to conduct further reports into the part exchange property drainage. This somehow seemed like a veiled threat rather than an explanation of the process, given the property was already sold. We were also made to carry out electrical work at our old home before Elan would consider exchanging contracts, only to then be told the work didn’t need doing. When we complained about the solicitor, the sales director’s response was unhelpful, dismissive and provocative. We were ignored thereafter. Elan refused to exchange contracts with us for a total of 166 days, in spite of the signed agreement stating ‘strict 28 days exchange of contracts’. This unsurprisingly caused a certain level of stress and we wondered if the offer was genuine. At one point we were told Elan was ready to exchange contracts, but the very next day they refused. This seemed a tad disingenuous. Again we were ignored thereafter, with no explanation forthcoming. A ridiculous attempt was even made to blame our solicitor. In addition, we weren’t given a single meaningful build update specific to our plot, rendering the Customer Charter worthless, and no explanation was offered for the several months delay in build completion. Terms and conditions don’t apply, apparently, to Elan sales, only to the customer. A bit of honesty would have been appreciated, as we had done our utmost to adhere to our side of the agreement terms and conditions. Considering this is one of the largest purchases people are likely to make, and given the stress involved in house moves, we’ve never known an industry to treat its customers so badly. After expecting an early summer move, we moved in several months later, in December, totally frazzled, and being rushed in the final stages before the house and access were fully completed. This is all the more testament to Paul’s de-escalation and customer services skills, as we were somewhat ‘upset’ by this time. The sales director would do well to take note, but we suspect sales targets are paramount, and once you’ve signed up, the customer is just an inconvenience to her. This part of the review is not necessarily reflective of all the individual sales executives. We do, in spite of all this, love our new home, but if you go down the part exchange route, you can expect a rough ride.

EDIT we don't agree with Elan response. No facility to respond fully here. Please use the above to improve your service. We stuck to T&Cs. We weren't kept updated.

Rosie was very knowledgable and helpful during our visit to the Balmoral Gardens show house! Thank you very much for taking the time to explain everything to us and let us know about the different properties either on offer or due to be in the next phase.

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!

We are in the process of buying a home at Whittingham Fold. There have been some recent bumps in the road caused by the sale of our own property, but Janet, as our agent, has been hugely reassuring, compassionate and helpful. She and Dave also provided a thorough and detailed walk through of the new property. Thank you!

The team have been very helpful throughout the whole process so far. They are quick to respond and very easy to contact.

Bought a House 4 years ago from Elan. Yes we had a long list of snags but they were great at getting through them and getting them sorted. Had a few issues outside of snagging in the years to come and even those we managed to come to aggreement with them as a developer to resolve to the satisfaction fo all.
Customer care team and especially Vikki was great. Sean and Steve also have been great throughout.

Janet’s Customer Service was fantastic. Informative and empathetic. 100% would recommend to a friend.

Really good experience with Elan homes since it has taken over from Stewart Milnes.
Janet and Kenneth have been lovely .
Really good customer service , quick to respond to any queries. Thank you !

When we moved into our new home 2 years ago, at Balmoral Gardens, Southport, we had quite a few issues. They included, but limited to, a leaking roof, a leaking hot water tank, and stained floor covering in the kitchen/utility area that was caused by it being laid on a wet floor!
All new homes have issues, big and small, but they were all sorted out by Elan Homes.
The customer care team have been helpful and have helped us resolve every issue as it arose.

The only reason I went 4 stars instead of 5 is that many of the issues the we’ve had should have been picked up on before the house was handed over.

My wife and I went to the Elan Homes site at Poynton to view some new build houses. Fay was the Elan Homes representative there.
Fay was very helpful and knowledgable.She took time and effort to show us around various properties.
We will revisit the site

Rosie at balmoral gardens has helped me from start to finish With the process of buying my first home. She has been excellent throughout and made this nothing but an exciting experience for me! Thank you for all your help Rosie.

This was the Elan houses on the outskirts of Southport, the lady assistant was friendly and helpful. I didnt buy a house but did really like the houses, area, development. I just decided it was the wrong place for me. I will be staying in Kent for the foreseeable future.