Your property, our business

01252 356 000

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How to give us feedback

How to give us feedback

If you’re unhappy with any aspect of our service we’d prefer that you tell us so that we have the opportunity to put things right, learn from our mistakes and take steps to stop it happening again.  Our aim is to continuously improve our service and achieve a high level of customer endorsement in our annual satisfaction surveys.

If you’re unhappy we would encourage you to talk to a member of staff; as there may be a simple misunderstanding that can easily be put right.  Of course we understand that at times making the complaint ‘official’ will be the most appropriate action.

If you decide to register an official complaint we recommend putting something in writing to us, but you can make a complaint in any way you like, either by letter, email or telephone call.

We’ll apply a ‘one touch complaint review’ to draw matters to a swift conclusion – so behind the scenes we’ll investigate fully, involving all relevant members of the team from the outset and communicate our decision within a specified timescale.

And if something’s worked really well for you, we need to know that, too, as it helps us to keep doing things right! You can simply tell your Estate Manager / Site Manager, or email, call or write to us.

latest news


  • Please note our Christmas opening times at Head Office are:- Monday 24 December: CLOSED Tuesday 25 December: CLOSED Wednesday 26 December: CLOSED Thursday 27 December: 10.00am – 4pm Friday 28 December: 10.00am – 4pm Monday 31 December: 10.00am – 4pm Tuesday 1 January: CLOSED Wednesday 2 January: Normal office hours Out of these hours please contact your call centre or  Read more

"My mother has lived here for 10 years now and has the best of both worlds, the independence which she values and the friendships of the other residents"

Mrs N. Aldershot

Contact us


Head Office
2nd Floor Victoria House
Aldershot
Hampshire
GU11 1EJ
T: 01252 356000
F: 01252 356001
E: customerservices@elmgroup.org.uk
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