1. THE QUALITY CONTROL PROCESS
When buying with Elivia Homes, you have our promise that your new home has passed a series of extensive inspection procedures to ensure it meets our exacting levels of quality. You can see details of our six-stage quality control process here - https://www.eliviahomes.co.uk/quality
Your property is also thoroughly inspected by the structural warranty provider and a qualified building control inspector, guaranteeing requirements concerning tolerances and workmanship are met.
2. OUR COMMITMENT TO YOU
We’re committed to ensuring you receive a high-quality service whilst living in your new home.
Given the multi-stage process we undertake, issue reports submitted by the homeowner, either prior to or after occupation, will be assessed in accordance with the warranty provider's acceptable tolerances and in line with our defect warranty procedure.
If you are having your property inspected by a third party, please be advised that we only accept reports that are carried out by a RICS Accredited Surveyor.
For further information, our Customer Care Team is on hand to advise at CustomerServices@eliviahomes.co.uk (Central and Southern) or CustomerServiceEastern@eliviahomes.co.uk (Eastern, formerly Millwood Designer Homes).
3. YOUR HOME WARRANTY
Your home has the benefit of a Two-Year Elivia Homes Warranty and a Ten-Year Warranty from a specified provider.
Please be mindful that every home has its own unique characteristics - this is what makes our houses homes. Your home has been individually built by skilled craftsmen through all seasons, using up to 75,000 different components in some cases. Despite our thorough processes, any new home can occasionally have some teething issues, which our dedicated Customer Care Team will be on hand to assist with.
Inevitably this means there will be some variation in the finished appearance of different construction elements due to the nature of the materials and how they are applied. Slight variations are normal and to be expected, especially when natural materials are used. Complete uniformity is rare for these reasons; but rest assured, we pride ourselves on achieving the highest standard possible.
4. OUR COMPLAINTS POLICY & PROCEDURE
We are committed to providing Customer Care to the highest standards and our aim is to maximise the enjoyment of your new home.
Our homeowners are at the heart of everything we do, but despite the care we take, we do understand that sometimes things go wrong.
For peace of mind, we have a dedicated Customer Care team who are on hand to ensure that once you have moved into your new property, any reported issues that are covered with your Two-Year Elivia Homes Warranty, are dealt with efficiently.
For further peace of mind, we also provide a 24/7 emergency call out service should you encounter an emergency with your property outside of normal working hours. This commences from Legal Completion and runs for the duration of your Two-Year Elivia Homes Warranty.
We hope you will be fully satisfied with how any reported issues are dealt with by our Customer Care team, however in the unlikely event that you should be unhappy with the outcome, a three-stage complaints policy & procedure is available to you, should you wish to make a formal complaint.
Stage 1: Report of complaint
1. Please send an email to CustomerServices@eliviahomes.co.uk (Central and Southern) or CustomerServiceEastern@eliviahomes.co.uk (Eastern, formerly Millwood Designer Homes) with, “Complaint” in the subject line and the following information:
a. Name and address.
b. Issue reference number.
c. Description of issue and any relevant times/dates.
d. Steps already undertaken to resolve issue.
e. Desired actions by Elivia Homes.
2. A Customer Care Associate will endeavour to acknowledge your email within 2 working days and provide a decision within 10 working days of the date you reported the complaint. If it is not possible to reach a decision in 10 working days, you will be informed and receive a weekly update of progress.
3. Once a decision is issued, you have 5 working days to accept or challenge it.
We endeavour to resolve all complaints at Stage 1 but recognise this is not always possible.
Stage 2: Escalation of complaint
1. Should you be dissatisfied with how your initial issue has been dealt with or wish to challenge the Stage 1 decision please email CustomerServices@eliviahomes.co.uk (Central and Southern) or CustomerServiceEastern@eliviahomes.co.uk (Eastern, formerly Millwood Designer Homes) with “Second stage complaint” in the subject line.
2. This will be escalated to one of our Customer Service Managers who will independently review your concerns. They will endeavour to send you a full response with the conclusion of this complaint within 10 working days. If it is not possible to reach a decision in 10 working days, you will be informed and receive a weekly update of progress.
3. If you remain unhappy with the outcome of the Customer Service Manager’s review, your complaint will then be escalated to our Associate Customer Service Director who will again fully review the complaint. They will endeavour to send you a full response with the conclusion of this complaint within 10 working days. If it is not possible to reach a decision in 10 working days, you will be informed and receive a weekly update of progress.
4. Once a decision is issued, you have 5 working days to accept or challenge it.
Stage 3: Final escalation of complaint
1. We hope that the formal complaint can be addressed within Stages 1 & 2. However, in the unlikely event you remain unhappy, this will be escalated to our Regional Managing Director for our final position on the matter.
2. If after completing the above 3 stages, we have been unable to find an amicable solution, you may wish to refer to your specified Ten-Year Warranty provider’s dispute and resolution service.