Privacy Notice

Maintaining the security of your data is a priority of Candleston Homes, and we are committed to respecting your privacy rights. We undertake to handle your data fairly and legally at all times and we are also dedicated to being transparent about what data we collect from you and how we may use such data.

This privacy notice aims to explain the types of personal data Candleston Homes may collect about you when you interact with us, whether you visit our developments, offices, use your mobile or go online. It also explains how we collect, process and keep your data.

If you have any queries relating to our use of your personal information or any other related data protection questions, please contact us by email at or write to us at Candleston Homes, Ty’r Efail, Lower Mill Field, Pontypool, NP4 0XJ

Candleston Homes’ servers, and those of the processors we use, are based in the UK or European Economic Area (EEA).

Purposes and legal basis for processing

Detailed below are examples of when we would collect, process and in some cases share, your data:

• To verify your identity;

• To process and manage your purchase of a property from us and provide after sales services where applicable;

• To carry out our obligations arising from any contracts (or pre-contract) between you and us, including for example your purchase of a property and/or options and extras from us and (if applicable) our purchase of your existing property in part exchange;

• To facilitate the provision of warranties with a property purchased from us;

• To monitor customer satisfaction (both on our own behalf and/or for the NHBC) including processing customer satisfaction surveys;

• To notify utility suppliers and local authorities about your new property and about any property we have purchased from you in part exchange;

• To provide you with information, products or services that you request from us;

• To notify you about changes to our services; and/or

• To contact you about new developments and house types which may meet your needs.

We collect your email address when you register to receive our newsletter. We use this to send you our newsletter. This is usually six times a year, but sometimes we may send you a special edition when we have something important to share with you. This doesn’t happen very often but if we decide to change the frequency of this then we will tell you.

We are required to have a legal basis for processing your personal information. These are most commonly:

• To perform or take steps to enter into a contract with you;

• To comply with a legal obligation;

• Where we have your explicit consent, freely given;

• Where it is necessary for our legitimate interests and these are not overridden by your rights and interests.

Legitimate interests pursued by Candleston Homes

The legitimate interests of Candleston Homes include:

• Selling and supplying our homes and services;

• Protecting customers, employees and other individuals and maintaining their health, safety and welfare;

• Promoting, marketing and advertising our products and services. If you would prefer not to receive newsletters you may object to this type of processing. We will not share your personal data with any other marketing organisation;

• Sending promotional communications that are relevant and tailored to individual customers;

• Understanding our customers’ behaviour, activities, preferences and needs;

• Improving existing products and services and developing new products and services;

• Complying with our legal obligations;

• Preventing, investigating and detecting crime, fraud or anti-social behaviour and prosecuting offenders, including working with law enforcement agencies;

• Handling customer contacts, queries or disputes;

• Protecting Candleston Homes, its employees and customers, by taking appropriate legal action against third-parties who have committed criminal acts or are in breach of legal obligations to Candleston Homes; and

• Fulfilling our duties to our customers, employees and stakeholders.

Who do we share your data with and when?

We do not share or disclose any of your information, other than for the purposes specified in this notice or where there is a legal requirement. Where we use third parties to provide services and business functions on our behalf, they only process your data in accordance with our instructions and comply with data protection laws and any other appropriate confidentiality and security measures

We may disclose your information to third parties in order to comply with a legal obligation or to fulfil our contract with you. They may include local authorities, housing associations and estate and management agents.

We may pass your contact details and details of the home you would like to purchase to an IFA so they can confirm you are in a position to purchase the home, and when you are ready, so they can arrange finance (a mortgage) to enable you to purchase the home, but only with your prior agreement.

We may also pass your details and the details of the home you are buying to our own conveyancers and to your chosen solicitors.

If you are purchasing using a government scheme (eg Help to Buy) we will pass necessary details about you to the government agency concerned.

We will pass your details to the NHBC so they can issue a warranty certificate, and to utility companies so they may provide you with their services. We will take meter readings on the day you complete the purchase and pass these to the relevant utility company.

After you have completed the process of purchasing a home from us, we will pass personal information to other parties as necessary to allow them to provide our after-sales support service. This will include subcontractors to fix faults and provide emergency call-out services, and warranty providers for your boiler and any other equipment or fittings under warranty.

We may pass your contact details to 3rd parties to provide feedback from you on your new home and the sales process for our legitimate interests and industry-wide reporting unless you exercise your right to object.

We will not share your personal data with any other marketing organisation.

Period of time that your data will be stored

We only retain personal information for as long as is necessary. We are required under some laws or regulations to retain your personal data for a set period of time. Where there is no legal obligation, for example around direct marketing information, we will hold your data for two years, unless you opt out during this time. We will remove your personal information:

• If you unsubscribe from all our marketing activities;

• Tell us that you are no longer interested in our homes;

• 12 months after your last contact with us.

However, we will retain records of your name, postcode, the date of your first enquiry, the history of consents you have given and our communications for a further period of seven years in accordance with our Data Retention Policy.

If you have purchased a home from us, we will retain your personal information relating to the purchase of your home for ten years from the date of purchase or until your warranty expires. We will however retain limited information, including your name and details of the home we sold you, indefinitely for our records.

We will generally retain emails for seven years and this may include any sensitive information, financial or other information that you have provided.

Personal information relating to health and safety related matters will be retained for up to 40 years.

What if you don’t give us information

Newsletters and marketing

We’d like to be able to tell you about Candleston services but can only do this if we have your contact details.

Buying a home from us

If you do not provide the information we ask for, we may not be able to complete a sale with you.

The existence of automated decision making, including profiling, as well as the anticipated consequences for the data subject

All our decision making includes human involvement and we do not carry out any automated decision-making (making a decision solely by automated means without any human involvement); or profiling (automated processing of personal data to evaluate certain things about an individual).

Categories of data we collect

• Your contact details (name, email, phone number, address)

• Your communication preferences

• The sort of home you are looking for and your budget

• If you own or rent your home

• Why and when you want to move

• The source of your enquiry.

• Some demographic information about you, including age range, household type, profession

Some of the demographic information we collect about you is called ‘special categories’ of data, or sensitive data. Special categories of data are those that reveal your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, or sex life or sexual orientation, or is genetic or biometric data used for the purpose of uniquely identifying an individual.

You are not required to provide this information if you prefer not to. Your decision not to provide this type of information will not be used against you. We will not use equality monitoring information to discriminate or make decisions about you.

When you visit our website, we may collect information about your online browsing behaviour and any devices you have used to access our Site (including your IP address, browser type and mobile device identifiers).

The right to data portability

Your right to data portability allows you to move, copy or transfer personal data easily from one IT environment to another in a safe and secure way, without affecting its usability.

This right only applies to information you have provided to us and that is held in a digital format by us.

The right to withdraw consent at any time

You may withdraw your consent to us processing your personal data at any time by contacting

Remember that not all processing needs your consent, for example, the processing may be necessary for the performance of a contract with you, or because it is necessary for compliance with a legal obligation. We will let you know what processing will stop if you withdraw your consent.

The right to lodge a complaint with the supervisory authority

If you have concerns about the way that Candleston Homes is treating your personal data you may make a complaint to the Information Commissioner’s Office.

Information Commissioner’s Office
2nd floor
Churchill House
Churchill way
CF10 2HH

Tel: 0303 123 1113

Fax: 0292 067 8399

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Third Party Cookies

Our website uses features of other websites that may leave a cookie. These are third-party cookies and we are unable to block or prevent them without removing the feature from our site. For information about those cookies you would need to check the originator’s website for their cookie policy. Third-parties cookies left are as follows:


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