FAQ's

Gentoo would recommend that all tenants and leaseholders take out contents insurance. All your home contents are covered by the policy on a ‘new for old’ basis, with the exception of linen and clothing which will be replaced at their current cost, less an amount for wear and tear.

When you are working out the cost of your insurance, you will need to work out how much it will cost to replace the full contents. If you undervalue your contents this will mean that if you claim you will not get the full value of your claim. The quickest way to sign up for Home Contents Insurance with Gentoo is to complete the application form online. Alternatively, you can contact us on 0191 525 5678.

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To claim on the Home Contents Insurance, please contact Crawford and Company direct on 01618758988 and provide your name, address and telephone number. You should also inform them that you are covered under the Gentoo policy. 

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You can report a new repair in a number of ways, our online repair diagnosis tool is a quick and easy way to report a repair to us. Alternatively, if you feel your repair is an emergency you can always call us on 0191 525 5000.

You can always use of free phones which are located in our local areas offices.

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If you lose your keys or they become stolen or damaged (whether it be through fault of your own or not) you will be responsible for the cost of replacing the locks to your property. You can contact the emergency out of hours team, who will assist where possible. The cost for this will be chargeable unless the lock is found to be faulty.

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If you have an emergency repair please contact us on 0191 525 5000, the team is available 24 hours a day 7 days a week, 365 days a year.

We class an emergency as any of the following:

  • Total loss of heating with no secondary heating source available (e.g. fire)
  • Total loss of power (not including power cuts in the area or loss due to pre-payment meter credit running out)
  • Water leaks that cannot be contained
  • Water on electrics
  • No power to medical equipment e.g. stair lifts
  • External communal doors not opening or closing
  • Full sounding fire alarms
  • Blocked toilet (if only one toilet in the house)
  • Exit door or ground floor window not secure
Sending Feedback...

If you wish to carry out any alterations to your home, you must obtain written permission from Gentoo. You can contact your local office and speak to your Neighbourhood Coordinator who will arrange for this.

Sending Feedback...

There are a number of ways Gentoo can help you manage your money better if you are struggling to pay your priority bills. Please complete this form and a member of our Money Matters Team will contact you

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If you fall behind with your rent you should contact us straight away for help and advice. Not paying your rent on time could affect your credit rating.  We will always listen to what you have to say and offer you advice and support. We will try to make a payment plan for you to repay any rent you owe at a rate you can afford.

If you do not pay your rent or do not tell us you have a problem paying your rent, we may take the following action:

  • We will visit you, phone or text you to ask why the payment has not been made.
  • We will write to you saying how much you owe and ask for a payment.
  • If you do not pay the rent you owe, we will contact you to tell you that we may take legal action to recover the amount you owe.
  • If you still do not pay, we will serve you with a ‘Notice or Seeking Possession’ which is the first step in taking legal action against you.
  • If the case goes to court, we will add our legal costs to the amount you owe.
  • If you still do not pay your rent, we may evict you from your home.
Sending Feedback...

Universal Credit was rolled out in Sunderland in November 2015.

For more information on how UC will affect you, please contact our Money Matters Team or view our Welfare Reform page which included information about the different policies that come under Welfare Reform, including, Universal Credit.

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If you smell gas or if you have a carbon monoxide emergency call the National Grid 24 hours a day on 0800 111 999.

For more information, visit the website.

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We have a legal responsibility to carry out an annual gas service to every single one of our homes. As your landlord, we have a duty to ensure that all relevant appliances, fittings and flues are maintained, are in good order and are checked by a Gas Safe registered engineer. Failure to allow access to your property will result in court action being taken. If you think your gas safety check is outstanding, contact us immediately on 0800 5877 809.

Sending Feedback...

Gentoo offices are open from 9.00am - 4.00pm Monday to Friday. Offices are closed to customers on weekends and Bank Holidays. 

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Please note Gentoo is not responsible for Sky dishes or aerials which are installed to individual properties. If you wish to have this installed or repaired, it is your own responsibility and at your own cost.

If you have a communal aerial or sky dish, Gentoo will be responsible to investigate and repair any loss of reception etc. These are only situated in high rise towers, sheltered schemes and some low rise blocks.

Sending Feedback...

Customers can use HomeHunt which allows you the freedom to choose which Gentoo property you would like to live in.

To find a home using HomeHunt, you will need to register your details with us. It’s quick and easy to do - just complete an online application form via their website. Find out more here.

If you want more detail on accessing a home with Gentoo please see our allocations page.

Sending Feedback...

If you want to end your tenancy, you have to give us at least four weeks written notice, the notice must begin on a Monday.

Sending Feedback...

It's quick and simple to apply for a garage, simply complete this form and someone will be in touch.

Sending Feedback...

Gentoo would recommend that all tenants and leaseholders take out contents insurance. All your home contents are covered by the policy on a ‘new for old’ basis, with the exception of linen and clothing which will be replaced at their current cost, less an amount for wear and tear.

When you are working out the cost of your insurance, you will need to work out how much it will cost to replace the full contents. If you undervalue your contents this will mean that if you claim you will not get the full value of your claim. The quickest way to sign up for Home Contents Insurance with Gentoo is to complete the application form online. Alternatively, you can contact us on 0191 525 5678.

Sending Feedback...

To claim on the Home Contents Insurance, please contact Crawford and Company direct on 01618758988 and provide your name, address and telephone number. You should also inform them that you are covered under the Gentoo policy. 

Sending Feedback...

You can report a new repair in a number of ways, our online repair diagnosis tool is a quick and easy way to report a repair to us. Alternatively, if you feel your repair is an emergency you can always call us on 0191 525 5000.

You can always use of free phones which are located in our local areas offices.

Sending Feedback...

If you lose your keys or they become stolen or damaged (whether it be through fault of your own or not) you will be responsible for the cost of replacing the locks to your property. You can contact the emergency out of hours team, who will assist where possible. The cost for this will be chargeable unless the lock is found to be faulty.

Sending Feedback...

If you have an emergency repair please contact us on 0191 525 5000, the team is available 24 hours a day 7 days a week, 365 days a year.

We class an emergency as any of the following:

  • Total loss of heating with no secondary heating source available (e.g. fire)
  • Total loss of power (not including power cuts in the area or loss due to pre-payment meter credit running out)
  • Water leaks that cannot be contained
  • Water on electrics
  • No power to medical equipment e.g. stair lifts
  • External communal doors not opening or closing
  • Full sounding fire alarms
  • Blocked toilet (if only one toilet in the house)
  • Exit door or ground floor window not secure
Sending Feedback...

If you wish to carry out any alterations to your home, you must obtain written permission from Gentoo. You can contact your local office and speak to your Neighbourhood Coordinator who will arrange for this.

Sending Feedback...

There are a number of ways Gentoo can help you manage your money better if you are struggling to pay your priority bills. Please complete this form and a member of our Money Matters Team will contact you

Sending Feedback...

If you fall behind with your rent you should contact us straight away for help and advice. Not paying your rent on time could affect your credit rating.  We will always listen to what you have to say and offer you advice and support. We will try to make a payment plan for you to repay any rent you owe at a rate you can afford.

If you do not pay your rent or do not tell us you have a problem paying your rent, we may take the following action:

  • We will visit you, phone or text you to ask why the payment has not been made.
  • We will write to you saying how much you owe and ask for a payment.
  • If you do not pay the rent you owe, we will contact you to tell you that we may take legal action to recover the amount you owe.
  • If you still do not pay, we will serve you with a ‘Notice or Seeking Possession’ which is the first step in taking legal action against you.
  • If the case goes to court, we will add our legal costs to the amount you owe.
  • If you still do not pay your rent, we may evict you from your home.
Sending Feedback...

Universal Credit was rolled out in Sunderland in November 2015.

For more information on how UC will affect you, please contact our Money Matters Team or view our Welfare Reform page which included information about the different policies that come under Welfare Reform, including, Universal Credit.

Sending Feedback...

If you smell gas or if you have a carbon monoxide emergency call the National Grid 24 hours a day on 0800 111 999.

For more information, visit the website.

Sending Feedback...

We have a legal responsibility to carry out an annual gas service to every single one of our homes. As your landlord, we have a duty to ensure that all relevant appliances, fittings and flues are maintained, are in good order and are checked by a Gas Safe registered engineer. Failure to allow access to your property will result in court action being taken. If you think your gas safety check is outstanding, contact us immediately on 0800 5877 809.

Sending Feedback...

Gentoo offices are open from 9.00am - 4.00pm Monday to Friday. Offices are closed to customers on weekends and Bank Holidays. 

Sending Feedback...

Please note Gentoo is not responsible for Sky dishes or aerials which are installed to individual properties. If you wish to have this installed or repaired, it is your own responsibility and at your own cost.

If you have a communal aerial or sky dish, Gentoo will be responsible to investigate and repair any loss of reception etc. These are only situated in high rise towers, sheltered schemes and some low rise blocks.

Sending Feedback...

Customers can use HomeHunt which allows you the freedom to choose which Gentoo property you would like to live in.

To find a home using HomeHunt, you will need to register your details with us. It’s quick and easy to do - just complete an online application form via their website. Find out more here.

If you want more detail on accessing a home with Gentoo please see our allocations page.

Sending Feedback...

If you want to end your tenancy, you have to give us at least four weeks written notice, the notice must begin on a Monday.

Sending Feedback...

It's quick and simple to apply for a garage, simply complete this form and someone will be in touch.

Sending Feedback...