• Customer care: 0191 525 5900
  • Sales queries: 0191 525 5050

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 During this reservation period, your new home will be withdrawn from sale and will not be subject to price increases.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 home buyer 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 New Homes Advisor 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 can’t be used in conjunction with any other offer or incentive. Please ask a New Homes Advisor for more details.

Our New Homes Advisor can arrange for a nominated mortgage broker to contact you. Safeguard Financials 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 Safeguard Financial Services for full details.

Stamp Duty will apply to any property over £125,000. For more information, visit: http://www.gov.uk/stamp-duty-land-tax/overview.

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.

Our Marketing Suite is open Monday, Thursday and Friday, 10am to 5pm and Saturday and Sunday 11am to 5pm. For those developments which are sold through an estate agent please refer to the contact us section at the bottom of the page.


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.

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