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.
*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.
To provide a personalised, tailored service to our customers. We will:
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.
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.
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 firstname.lastname@example.org.
*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.
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.
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.