Complaints Policy

We take great care in designing and constructing homes we are proud of. However, we appreciate that from time to time we may not live up to our own high standards. Where this is the case we ask that you let us know so that we have the opportunity to put matters right. We have designed the below complaints procedure and which we apply in respect of any formal complaints we receive.

We are a Registered Developer with the Consumer Code for Home Builders and comply with their Consumer Code Scheme (the “Code”).

Snagging

A snag is a small defect or problem that remains in your property after building work has been completed. Whilst we endeavour to identify and fix any cosmetic defects before hand-over, there are instances where issues will arise after the sale, and we will need to return to put these right. Please see your Welcome Pack for details of how we deal with snagging.
Any snagging issues need to be sent to our Customer Care Team and you can reach them at:
Email: office@elmhursthomes.co.uk

How to make a complaint

In the first instance we seek to deal with any complaints informally. Please discuss your issue with your usual Elmhurst Homes representative.

To the extent you are unable to resolve your issue informally please provide us with a written complaint to the below email address. So that we can properly investigate the complaint please do include all relevant details and be clear about the issues you are dissatisfied with.
Email: office@elmhursthomes.co.uk

Our complaints process

Upon receipt of your complaint, it will be referred to a director of Elmhurst Homes, who will handle the complaint on our behalf. We will confirm the identity of the director who will deal with your complaint.

Complaints timescale

We will acknowledge all complaints within 5 working days of the complaint initiation date.

We will investigate your concerns and send a full response within 20 working days of your complaint being received. If the complaint has been resolved, this will confirm what steps were taken/agreed between us. In the event that we have been unable to resolve the complaint, the response will detail where we are unable to find an amicable solution.

If your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you are entitled to refer your complaint to any dispute resolution service offered by your warranty provider, or where not covered by your warranty provider, the Code’s Independent Dispute Resolution Scheme. Please keep in mind that your right to refer matters to the Independent Dispute Resolution Scheme is only available after 56 calendar days have passed since you first raised the Complaint with us and likewise must be raised no later than 12 months after our final response to the Complaint.

Legal rights

The complaints process does not affect any other legal rights you may have.

We reserve the right to update this process from time to time.

Elmhurst Homes Limited
February 2026