The checklists below will help you to identify whether the repair is an emergency and could help you to resolve the problem without the need to call the Out of Hours Service.
Please note if you have another form of heating such as a fire it is not classed as an emergency.
If the smoke alarm is bleeping it is not classed as an emergency.
Our Out of Hours Service is available for emergencies only. We will attend to an emergency repair out of hours if there is an immediate danger to a customer or further damage will be caused to the property if the repair is delayed. If your repair is not classed as an emergency, you will be asked to call back during normal office hours or report your repair through our online My Gentoo.
We class an emergency as any of the following:
Some of the above may differ depending on a customer’s individual circumstances.
When a member of the team attends your property for an emergency repair they may only be able to ‘make safe’ or do a temporary repair. Where this happens permanent repairs will be left for normal working hours, and we will arrange a mutually convenient appointment or earliest availability for the scale of repair required.
If you think your repair is an emergency, please give us a call on 0191 525 5000. We will need to ask you questions that will help to identify the source of the repair.
If your repair is not an emergency, you can report a repair through our online My Gentoo system.
Please note, if we attend out of hours and it isn’t classed an emergency, you may be charged for the service.