Residents can have different lifestyles. Some may work shifts and others will be at home during the day. Please try and be tolerant of your neighbours and their lifestyles. Some noises such as doors closing, washing machines, hoovering and children playing can be normal noises and a part of everyday life you may experience in a flat, maisonette or high rise block.
You can be a good neighbour by:
If you live in sheltered accommodation, a flat, apartment or a high rise block, please don’t check smoke alarms yourself. The system is fully integrated and may set off the alarm throughout the building. Gentoo will check smoke alarms on your behalf. Fire risk assessments are also carried out in communal areas.
Dogs and cats and certain other animals are not allowed in properties with a communal entrance. Written permission is needed before you get
any other type of pet. Please contact your Neighbourhood Coordinator for further information.
Keep safe by following these safety rules:
All lifts are monitored by CCTV cameras. Please use the lifts responsibly by keeping to the following:
If the lift breaks down do not call the Fire Service. Press the yellow lift alarm button for 3 seconds and you will be connected to a 24 hour helpdesk.
Most of our flats and apartments have communal entry systems which you can open using a key or fob. For the security of all tenants:
Communal areas must be kept clear so that it is easy to leave the building if there is a fire. Items such as furniture, mobility scooters, bicycles and rubbish must not be left in the communal area.
The only exceptions to this rule are:
Your Neighbourhood Coordinator will advise you which contractor cleans the communal block outside of your home. All tenants and leaseholders are still responsible for ensuring that the communal block is maintained to a clean and tidy standard. Sheltered and extra care schemes have a contractor who will complete the cleaning. If you are not satisfied with the cleaning standard of your block, please contact your Neighbourhood Coordinator.
Leaks can cause damage not only to your apartment, but the one below. In emergency circumstances we may be forced to break in to stop further
damage. You will be told where the stop tap is when you move in. You should switch this off immediately if there is a leak. If you live in sheltered
accommodation your Scheme Manager will be able to let you know where your stop tap is if you are unsure.
It is against the law to smoke in any communal areas such as landings, hallways, stairs, corridors or lifts. This applies even if the block is open plan.
The pipework in the flats in the schemes are often linked so it is important to avoid blockages which can be very unpleasant and affect customers in other flats.
Follow the advice below to keep pipe work clear:
Satellite dishes are not allowed in high rise blocks and will be removed. Planning permission will need to be obtained for all other communal blocks. Please ask your Neighbourhood Coordinator for further information.
We provide a range of supported housing options for older people or those with medical needs. In both sheltered and extra care accommodation we have a team of Scheme Managers that provide advice/support and maintain the security and safety of the building.
They are in regular contact with customers to ensure the right support is in place so that our customers can remain independent for as long as
Although the Scheme Manager will be available to provide advice and help, there are some things that they can’t do such as:
In our sheltered accommodation and extra care schemes access to Telecare can be arranged. This is a service that can give peace of mind of knowing that help is only the press of a button away.
The Telecare Emergency Support Lifeline is provided by Sunderland Care and Support and your Scheme Manager can arrange for access to this
service. There is a charge for this service from Sunderland Care and Support Team.
All our sheltered and extra care schemes are fitted with a door entry system and built in CCTV. All the door entry systems are linked to our Concierge Team so help can be requested 24 hours a day. They can be opened using a key or a fob. Our apartments/flats also have communal
For the security of all customers: