New online repairs system strikes success with Gentoo tenants

We have seen thousands of tenants take advantage of our new online repairs system.

The new booking system, ‘My Repairs’, allows tenants to book repairs 24/7 and can be accessed via your ‘My Gentoo’ account.

My Repairs, which is available online to all Gentoo tenants, makes the process of reporting a repair quick and easy. Tenants can report a range of our most commonly reported routine repairs online, such as a broken door handle, a leaking radiator and cracked brickwork. You can also choose the most suitable date and time for an appointment, as well as being able to change an existing booking.

The new online service has improved the experience of booking a repair for tenants, by reducing telephone call waiting times during peak hours.

The online system can be accessed 24 hours a day, meaning tenants are not restricted by our opening hours.

David Bryan, a Gentoo tenant from Pennywell, has found being able to choose his own repair appointment really useful. David said: “My condensate pipe had been leaking and I hadn’t got around to reporting it. I used the new online system and was able to choose my own repair appointment really easily. It’s very simply to use.”

Sheila Sproates, a Gentoo tenant from Silksworth, said the new system fits around her busy work schedule: “I don’t have time to call and report repairs during working hours, so having the option to report repairs any time of the day has been so convenient. It’s great to have a service which works around you.”

Diane Carney, Director of Property at Gentoo, said: “I am delighted we’ve received so much positive feedback about this new online service, which allows tenants to report repairs safely and securely from the comfort of their own home. We’re committed to delivering the best possible property maintenance service to tenants as we continue to improve our digital offering.”

We carry out more than 180,000 repairs visits across Sunderland every year and have seen thousands of tenants signing up to access the new service.

You can sign up to My Gentoo here and clicking ‘create new account’.

If you want to speak to a member of the team or need to report an emergency repair, our telephone lines will be operating as usual.

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