Get in touch

Local Offices

You can find the contact details and opening times for your local office below. You can also find your way to any of our offices by clicking on the 'Get Directions' button.

Head Office

Sunderland
9am - 4pm
Get Directions

City Centre

Sunderland
9am - 4pm
0191 525 5001
Get Directions

Ford Estate/Havelock *

Sunderland
9am - 4pm
0191 525 5002
Get Directions

Southwick

Sunderland
9am - 4pm
0191 525 5003
Get Directions

Silksworth *

Sunderland
9am - 4pm
0191 525 5004
Get Directions

Houghton

Houghton le Spring
9am - 4pm
0191 525 5005
Get Directions

Concord *

Washington
9am - 4pm
0191 525 5006
Get Directions

The Galleries

Washington
9am - 4pm
0191 525 5007
Get Directions

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

Office times exclude bank holidays. Our offices aren’t open on Saturday or Sunday although you can report emergency repairs by phoning your local office number. Calls to Gentoo Group are recorded for training and quality purposes.

Send A Message


Useful information

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

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.