Emergency repairs include a risk to life or danger to property if it is not repaired quickly. You can report an emergency repair 24 hours a day by calling 0191 525 5000.
Our working hours are 8am to 5pm, Monday to Friday.
If we come to fix a repair outside of working hours and it is not an emergency, we may charge for the service.
You can use My Gentoo to report a repair that is not an emergency.
We will make it safe and book an appointment for working hours to do a full repair when we have the materials we need.
We will ask you to check the boiler and prepayment meter before we book an emergency repair. Find out more about what to do when you have no heating or hot water.
Gas emergencies are:
Emergencies include a full sounding fire alarm or carbon monoxide detector. A beeping smoke alarm is not an emergency.
Emergencies include when:
If the fault affects lights, sockets or both:
A power cut or your prepayment meter running out of credit are not emergencies we can help you with.
If it is a power cut, call 105. If your prepayment meter has enough credit, follow the instructions on your meter to reset it.
Emergencies include when:
If a window is not on the ground floor, we will not repair it outside working hours.
You must get a crime number from the police before you report an emergency repair for a window damaged by vandalism.
Before you report lost or stolen keys outside working hours, check if there is someone else with keys you can use. Or we may charge you for the repair.
You must get a crime number from the police before you report an emergency repair for stolen keys.
It is only an emergency if your toilet is blocked and it is the only one in your home.
Do not use or flush a blocked toilet. If it is not overflowing, you may be able to unblock it yourself. Remove as much water from the toilet as possible and pour a few buckets of water down the toilet. You may be able to use a toilet plunger too.
Emergencies include:
A gully is outside and has a grating or grid to stop leaves, litter and larger objects from getting into the sewer.
Find out more about water leaks and blocked drains.
If a public sewer or manhole is blocked, call Northumbrian Water on 0345 717 1100.
Emergency repairs caused by a storm include:
Significant structural damage includes: