Frequently Asked Questions

Below you'll find answers to the questions we often get asked. 

A reservation fee of £500 reserves your new home. During this reservation period, your new home will be withdrawn from sale and will not be subject to price increases. We will ask for exchange of contracts and for a deposit payment on exchange within a 28 day period from the reservation date. Your fee and deposit will be deducted from the price of your home.

Under the guidelines of the Consumer Code a homebuyer has the right to be reimbursed with their reservation fee. However the builder/developer has the right to deduct any administration costs which may have occurred during the reservation stage.


If you are selling a home and buying a new home, you do need to be in a proceedable position. This means you need to have a buyer for your existing property with a proceedable chain. If this is not the case, ask our Sales Executive about our Assisted Move scheme.

Part Exchange is available on selected developments and plots. Part Exchange is offered depending on the property you wish to purchase and the property you have to sell. Usually there needs to be a differential of around 30% between the value of your current property and the new Gentoo Home. Part Exchange cannot be used in conjunction with any other offer or incentive. Please ask a Sales Executive for more details.

Our Sales Executive can arrange for a nominated mortgage broker to contact you. Mortgage Pathways specialise in new build mortgages and can access products which may not currently be on the high street. Their helpline is available 7 days a week. See Mortgage Pathways for full details.

When applying for your mortgage, you should always make your Financial Advisor aware of your build window so that they can apply for a mortgage product that lasts the length of your expected build period. We recommend you speak with them regarding different mortgage products and extensions that may be available subject to the lender. Please be aware that when you exchange contracts, you are given a longstop date which is industry standard - this is the period that we as a builder are legally obliged to complete your plot within. If there are delays to the build and your mortgage expires prior to the longstop date and can not be extended, it is your responsibility to still fund the full purchase price of the property as per the contract conditions. Gentoo Homes can not be held responsible for any increases in interest rates or expiry of mortgage products.

On Friday 23 September 2022 it was announced that the Government has cut Stamp Duty tax in England for some homebuyers. The threshold has been doubled to £250,000 from £125,000 and for first-time buyers has been increased from £300,000 to £425,000.

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With your new home, you will receive a 10 year NHBC guarantee, as well as a 2 year Gentoo Customer Care Warranty. You can read more on our warranties page.

We aim to make your move as simple as possible. From the day you walk onto our development, to when we hand over the keys to your dream home. Read our Customer Charter to find out more.

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.

Manufacturer Advice

UPVC is used in many home improvement products nowadays as it’s durable, easy to clean and has a prolonged lifespan, but as with the majority of materials, it is susceptible to swelling and contracting with intense heat and cold.

In extreme heat, you may have noticed your windows or doors becoming stiff or not opening or closing properly. This could be because the UPVC has swollen - UPVC can expand by up to 2.4cm.

This is a perfectly natural occurrence. It will actually sort itself out – as and when the sun sets, your windows and doors will retract, returning to normal.

In extreme circumstances you can cool down your UPVC by patting it down with a cold, damp cloth or alternatively spraying the outside with water. This should help the UPVC shrink back to size and work freely once more.

We are regularly updating our FAQs page for your convenience, if there is anything we haven’t covered, please inform a member of our team.