Get in touch

To provide a personalised, tailored service to our customers. We will:

- Provide a range of ways for customers to access services from Gentoo

- Provide regular information on Gentoo products and services

- Provide a range of ways for you to give us your feedback and to use your feedback to improve our services

Customers can now call our local offices direct about all issues regarding their tenancy.

Local office numbers:

Athenaeum - 0191 525 5001

Havelock* - 0191 525 5002

Southwick - 0191 525 5003

Silksworth* - 0191 525 5004

Houghton - 0191 525 5005

Concord** - 0191 525 5006

The Galleries - 0191 525 5007

*Please note, there are no longer cash desks at these offices.

** Cash desks at this office will be closing on 22 December 2017.

Local Offices

Click on your local office below to view on the map and find the contact details. 

Head Office

Emperor House
2 Emperor Way
Sunderland
Tyne and Wear
SR3 3XR
United Kingdom

City Centre

The Athenaeum
27 Fawcett Street
Sunderland
SR1 1RE
United Kingdom

0191 525 5001

Concord

2-3 Arndale House
Victoria Road
Washington
NE37 2SW
United Kingdom

0191 525 5006

Ford Estate/Havelock

Havelock Civic Buildings
Hylton Road
Sunderland
SR4 8AH
United Kingdom

0191 525 5002

Houghton

The Skyline Centre
88 Newbottle Street
Houghton le Spring
DH4 4AJ
United Kingdom

0191 525 5005

Silksworth

The Conishead Centre
Silksworth Terrace
Sunderland
SR3 2AN
United Kingdom

0191 525 5004

Southwick

The Cornhill Centre
Goschen Street
Sunderland
SR5 2LR
United Kingdom

0191 525 5003

The Galleries

The Galleries
Washington
NE38 7SD
United Kingdom

0191 525 5007

Office opening times

Our offices are open from 9am until 4pm Monday – Friday. Excluding bank holidays.

Saturday and Sunday

Sorry, our offices are closed on Saturday and Sundays. If you need to report an emergency repair during these times call 0191 525 5000.

 

Useful information

Report a repair

You can report a repair online by completing our online diagnostic tool. To report a repair by phone, please contact your local office. You can find all of the numbers for the local offices below, just click on your office.  

Emergency Repairs Services

If your repair is an emergency then call us your local office and follow the instructions given.

Gas Servicing

If your gas service is overdue, call the Gas Servicing Team immediately on 0800 5877 809.

Anti-Social Behaviour (ASB) 24hr Hotline 

If you need to report ASB you can, 24 hours a day, on 0800 028 4445.

Wearside Woman in Need 24hr Helpline

You can call WWIN at any time on 0800 066 5555.

National Domestic Violence Helpline

A 24-hour National Domestic Violence Freephone Helpline 0808 2000 247. Please remember, in an emergency, call 999.

 

Money Matters 

If you need advice or support give us a call on 0300 123 2004*, Text ‘MONEY’ followed by your name to 07860 022 026**, use the contact phone below or email moneymatters@gentoogroup.com

*Calls to 03 numbers will cost the same as calls to a landline number and will be included as part of any inclusive call minutes.

**Texts will be charged at your network’s standard rate.

Complaints

If you have a complaint you can report it online to the bottom of this page.

Alternatively, you can call our complaints hotline on 0800 169 1213.

Gentoo Group is a member of the Housing Ombudsman Service, an executive non-departmental public body, sponsored by the Department for Communities and Local Government. They consider complaints once you have exhausted our formal complaints procedure, using their dispute resolution principles.

Homeless 

If you are homeless please contact Sunderland City Council on 0800 731 2963.

Make a payment

If you would like to make a payment, call your local office and press 1. Please make sure you have your payment card handy.

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