Because buying a new home should be an enjoyable experience

At Gentoo we understand that buying a home is one of the most important decisions that you’ll ever make. This is why we do everything we can to make it clear, straightforward and enjoyable. 

From the first time you speak to one of our friendly new homes advisors, to the time it takes you to settle into your new home; we aim to provide you with great customer service to make the buying and moving process as simple as possible for you and your family. To implement this level of customer service, we have adopted the Customer Code for Home Builders and have our very own Customer service charter. The Customer charter sets out your customer journey and the level of service you can expect from Gentoo Homes.   

Before moving in

  • Before reserving, we will assist you in making an informed decision.
  • To ensure your journey with Gentoo Homes runs smoothly and remains exciting, we will coordinate all of your appointments, support you and keep in regular contact with you. 
  • Your New Homes Advisor will provide you with the specification and layout of your home along with details of all necessary pre-contractual information.
  • Our friendly and informative sales process will provide you with simple details about cancellation procedures should you no longer wish to proceed prior to contract.
  • If the above is not the case, then your New Homes Advisor will endeavor to arrange a convenient date and time for you to meet the project manager responsible for building your new home. This is an opportunity for you to raise any construction related questions about your new home. 
  • An appointment will also be made for you to personalise your new home. At this stage you will be able to choose your kitchen, Tiling, Optional extras and many more features and fittings (subject to the build stage of your new home).
  • Approximately 1 week before your move in date, your New Homes Advisor will invite you to a home demonstration to familiarise you with the appliances, lighting and heating controls in your new home.
  • On the day of legal completion we’ll meet you to hand over your keys and welcome you to your new home.
  • To ensure you fully understand your new home and settle in as soon as possible you will also be provided with an informative customer manual to act as a helpful guide during the first few months.

Once you move in our service to you doesn’t end

  • After occupation, we will contact you after 7, 14 and 28 days to ensure that you are entirely comfortable in your new surroundings. Also, for your convenience an emergency 24 hour support line is available 7 days a week.
  • Specified fixtures and fittings in your new home are covered by our builders warranty for two years. The kitchen applicances are covered for 2 years by your manufacturer. Your new home also has a 10 year NHBC Buildmark warranty which protects the structural integrity of your home (refer to individual policy documents for more information on warranties).
  • We have a dedicated in-house Customer Care Team who will assist you during your two year warranty period provided by us. You can contact the customer care team by e-mailing customercare@gentoohomes.com or calling 0191 525 5900. Available between 08:30am – 4:30pm Monday to Thursday and Friday 8:30am - 3:30pm.
  • For emergencies outside of our Customer Care team hours, weekends and holidays  Safeguard Security are on hand to help during your 2 year warranty period. They can be contacted on 01207 503 293.

To download the full version of our customer charter, please click here.

Complaints Procedure

Gentoo Homes welcome your views about how we are delivering our services. We are committed to offering you a complaints service that is fair and accessible. This fact sheet gives you details on how you can make a complaint; and what you can expect from us once we have received your complaint.