Our Repairs and Maintenance Standard

We are committed to providing warm, safe and decent homes for our customers of today and tomorrow and will make sure all homes and communal areas are well-maintained, safe and secure.

We will provide an efficient and responsive repairs and maintenance service which provides value for money, takes advantage of the latest innovative technology and develops ways to reduce responsive demand.

Our Repairs and Maintenance Standard outlines our responsibilities and the standards we will work to when it comes to carrying out responsive repairs in your home. It also sets out the things that you are responsible for as a Gentoo customer. This also aligns with the Gentoo Customer Promise.

We will:

Aim to carry out all repairs within our agreed response times and during the first visit, wherever possible
Provide information and communications that are accessible and appropriate to your needs
Offer an appointment to carry out repairs at your convenience: AM (8am - 12pm), PM (12:30pm - 4pm), All day (8am - 4pm), Avoiding the school run
Offer a variety of easy-to-use and easy to access methods for reporting repairs, including access to a 24/7 365 emergency repairs service
Inspect a percentage of completed repairs to assess the quality of the repair, satisfaction and offer the opportunity for independent direct feedback from you on your repair
Consult with you on potential changes that directly affect you and the way we deliver the repairs and maintenance service

Reporting repairs

Our repairs service is available to all customers so we can ensure your home is safe and secure. We prioritise repairs for vulnerable customers, and repairs that would affect your health, safety and wellbeing.

To report a repair, you can:

call 0191 525 5000 and select option 2
email cscenquiries@gentoogroup.com
use My Gentoo
send us a message on Facebook or X with your address and repair details

When you report a repair we will:

aim to give you a date and time slot for the appointment where necessary*
send a text to your mobile to confirm the appointment date and time slot
send text reminders 7 days before your appointment and at 9am the day before
call you on the day of the appointment to let you know we are on our way

* this excludes external repairs

What we expect from you:

always ask to see a tradesperson’s identification. Please be aware to also ask contractors working on behalf of Gentoo to see ID. Call us on 0191 525 5000 and select option 2 if you would like to confirm someone’s identity
clean and clear the area around the repair as much as possible
have someone aged 18 or over at your home for your appointment
keep pets out of the way and under control
not smoke or vape inside your home while we are completing a repair

Cancelling or rearranging a repair appointment

You cannot cancel your gas or electrical safety checks, but you can rearrange them.

If your repair appointment is in less than 24 hours, call 0191 525 5000 and select option 2.

If we cannot access your home for an arranged appointment we will leave a card for you to contact us to re-book your appointment.

If you fail to allow access for your repair to be completed, your repair may be cancelled, providing it doesn’t affect your safety.

Getting in touch

If you have any questions or concerns about the condition of your home, current or recent repair, call 0191 525 5000 and select option 2 or contact us

If you live in a building with communal areas and facilities, you can report repairs for your building too. If you live in a sheltered housing scheme, you can also report repairs to your Scheme Manager.

Repair priorities

Emergency repairs (attend and make safe/repair where possible within 24 hours)

Emergency repairs are those that may compromise your safety or the integrity of our property. They include:

Total or partial electrical failure (this does not include power cuts or loss of power due to pre-payment meter card running out)
Unsafe electrical fittings including light fittings and sockets
No power to medical equipment e.g. stair lifts
Gas leaks/escapes (these MUST be reported immediately to Northern Gas Networks on 0800 111 999)
Total loss of heating with no secondary source available (e.g. fire) between 31st October and 1st May
Water dripping on electrics
Uncontrollable water leaks that cannot be contained (including taps, water pipes or cisterns running constant)
Total loss of water supply (where this is not Northumbrian Water’s responsibility)
Blocked toilet (if only one in the house)
Blocked or leaking foul drain or soil stack (where this is not Northumbrian Water’s responsibility)
External communal doors not secure, opening or closing
Front/rear door or ground floor window not secure
Full sounding of fire, smoke or CO2 alarms
Wash down and treatment of severe damp and mould (from October 2025 to comply with Awaab’s Law)
Lock changes (this will be rechargeable unless the lock is found to be a manufacturers defect)
Entrapment in communal lifts

Urgent repairs (complete within 7 calendar days)

Urgent repairs are those where there is no immediate threat to your safety or to the integrity of our property, however, they need attention sooner than a routine repair.

Total loss of heating with no secondary source available (e.g fire) between 1st May
Minor roof damage causing water ingress (may need temporary repair to stop water ingress)
Blocked sink, bath or basin
Tap that cannot be turned
Partially blocked drains or waste pipes
Minor plumbing leaks or faults
Partial loss of water supply
Loose or detached banister or handrails
Door entry phone not working
Mechanical extractor fan not working
Moderate and slight wash down and treatment of damp, mould and condensation (from October 2025 to comply with Awaab’s Law) If mould returns within this time frame, we will respond appropriately

Routine repairs (completed within 28 calendar days)

All other repairs that fall outside of the emergency, urgent and planned categories are classed as routine repairs. Routine repairs are those that can be left without affecting your health and safety or damage to the property.

Waste pipe repairs
Wall and floor tiles
Grab rails
Seized water stop taps and valves
Damaged sinks and basins
Main front and back door repairs
Internal doors and frames
Window repairs (where the window is secure)
Broken glazing (this will be rechargeable unless we can be provided with a crime reference number)
General repairs to gas central heating (including boilers and radiators)
Non-emergency external lighting fitted by Gentoo
Large cracks and areas of plastering
Skirting boards and architraves
General repairs to floorboards (unless causing a significant hazard)
Bath/shower repairs (previously fitted by Gentoo)
General repairs to stairs, bannisters and handrails
Insulation to pipes
Roof repairs with no water ingress
Fascia boards and soffits
Chimneys and chimney pots
Paths to your front and back doors (unless causing a tripping hazard)
Kitchen cupboard door hinges, drawer handles and runners
Electricals, including plug sockets, light switches, light fittings and other electrical fittings fitted by Gentoo

Planning and coordination of complex works (completed within 180 calendar day target)

Planned responsive repairs are bigger repairs that are likely to take longer than our standard 28 calendar days to complete. We work to complete complex repairs within a 180 calendar day target and often complete the work before this timescale.

They usually involve at least one of the following:

extensive works, often requiring multiple trades people
measuring and ordering of materials
manufacture of specific items
scaffolding or specialist access equipment
specialist surveys and inspections
planning or building control consent
Preservation and damp proofing works

Types of planned responsive repairs

Blocked or leaking gutters
Front or back door replacements
Contained structural repairs to concrete and brick-built sheds and outbuildings
Loft and roof insulation
External walls – brickwork, render and cladding
Fences and gates
Window frame replacement
Kitchen replacement
Bathroom or wet room replacement
Pitched or flat roof replacement
Electrical fuse board replacement
Garage door replacement
Full guttering replacements
Extensive structured wall repairs
Planned heating or boiler replacements
One off roof replacements or roof recovering replacements
Repairs requiring scaffolding or specialist access equipment
Floor coverings (wet room/communal flooring only)
Gable wall repairs

We will make sure your information is up to date in our system, including any specific needs you might have, so we can give you the right support. We’re also flexible with repair priorities and timings, so if you have a vulnerability or particular need, we can make sure those repairs are treated as a priority.

Some repairs may require follow up works where you will be offered a follow up appointment at a convenient time for you, within 48 hours of our visit and still within the appropriate repair priority timescale.

Customer repair responsibilities

Customers also have responsibilities when it comes to repair works. These are also set out in the Customer Handbook and cover:

decorating
floor coverings
identification and reporting of repairs
W.C seats
bleeding radiators
replacement of lost/missing keys

Your repair responsibilities

Decorate and clean your home and windows, including nicotine-stained walls
Supply and fit floor coverings (excludes wet room floorings)
Take care of your garden and cut your grass
Maintain and repair any fixture, fitting or appliances you or a previous customer installed Install, maintain and replace clothes posts, washing lines and rotary dryers
Maintain your garden shed
Maintain doorbells, door knockers, door numbers and door stoppers*
Curtain rails, riser rails and clips
Deal with any pests in your home**
Replace lost keys, fobs or locks when you are locked outside your house
Get extra keys for your home
Remove and refit radiators when you decorate
Check and bleed your radiators
Get our permission before you get a smart meter or change any woodwork or build cupboards around meters
Use a qualified tradesperson to fit pipework for washing machines and dishwashers
Use a qualified tradesperson to fit vents for tumble dryers
Clear small blockages from basins, baths, sinks and toilets
Replace plugs and chains to basins, baths and sinks
Replace toilet seats
Provide a shower curtain
Maintain outside taps not previously installed by Gentoo
Keep your external gully clear of leaves and rubbish
Supply and repair aerials, satellite dishes and telephones, except in communal areas
Replace lightbulbs and fluorescent tubes on standard light fittings
Press the button on smoke detectors and carbon monoxide detectors once a week to make sure they work
Plaster small/decorative cracks and small holes on internal walls or ceilings
Grout tiles to repair damage caused by mould and mildew
Tighten screws, handles and hinges on kitchen cupboards and doors
Get our permission to alter kitchen units for things like cookers, fridges and freezers
Adjust doors if you fit new carpets, except fire doors
Use a Gas Safe Registered tradesperson to service gas cooking appliances you own, install pipework for gas cookers, fit the gas bayonet on gas appliances. You must get our permission before you get any pipework installed or gas bayonets
Use an Approved Electrician for any electrical alterations you carry out in your home, that you had prior permission for

*If you live in a sheltered housing or extra care scheme and your doorbell is hardwired to your electricity, we will repair it

**Pests include rats, mice, birds ants and wasps. If your home needs a major repair, we may need to do this repair before you can do any pest control work. For support with pest control, please contact Sunderland City Council by calling 0191 520 5550