Useful Information

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, click here to report a repair online. To report a repair by phone, please contact your local office. You can find all of the numbers for the local offices here. 

Emergency Repairs Services
If your repair is an emergency then call 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 

Our Money Matters team work with a wide range of partners who support us to offer practical tips, advice and information to help you make the most of your money. Click here to find out more about the Money Matters team. 

If you need advice or support give us a call on 0300 123 2004*, Text ‘MONEY’ followed by your name to 07860 022 026** 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.

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. Alternatively, you can make a payment online here.