As a registered developer we embrace having to adhere to the guidelines and code set out in the NHQC, which include:

• Ensuring our marketing and communications with customers are clear and transparent at all times
• Always providing enough pre-purchase information to help a customer make an informed and decision about your purchase
• Ensuring we have effective training of staff including appropriate customer service training
• Providing appropriate Home Warranty information
• Keeping a customer up to date with timings and stages of construction, completion and handover dates where possible.
• An effective after-sales service and easy to follow complaints service
• Providing the customer with appropriate contact details for Candlestone as well as the contact details of necessary industry bodies
• Ensuring contract information is clear and easily understandable as well as what the rights are for termination.

From reservation to completion, we’ll keep you informed on both the progress of your build and the continuing legal process.

Once you have moved into your new home, in the event that you experience any issues our Customer Care team will be on hand to assist within the first two years.

Candleston Homes are committed to providing a high standard of service to our customers and we take all complaints very seriously.

View our complaints procedure