Reporting a repair

Before reporting a repair

Please give us a call on 0191 525 5000 if anyone in your household has tested positive for coronavirus, has symptoms or is self-isolating, otherwise please proceed with your repair request. 

My Gentoo

Did you know, you can now report a repair and view your repairs history online on My Gentoo, click here to log in or register. 

If you are not already a My Gentoo user, please click here to register. To create an account you will need:

  • An email address
  • Your home address
  • Date of Birth
  • Your tenancy number (which can be found on your rent statement)

Find out more by watching this below. 

Here are some other ways that you can report a repair with us.      

  • By telephone  - Contact your local area office and press ‘2’ to report a repair
  • By Social Media - Send us a message on Facebook or Twitter with your contact information and details of the repair 


  • If you think your gas safety check is outstanding contact us immediately on free phone 0800 5877 809. 
  • If your hot water or central heating fails to work, there are some simple checks you can make before you report a repair.
  • Also, getting used to your boiler can be tricky so we have provided some user manuals to help you if you need them.  

If you are a customer in the Washington area with a communal heating system and need to report a repair, please contact our maintenance provider Energy Switch 2 direct on 0333 321 2010.

Controlling condensation - We have some tips to minimise condensation in your home.

Feedback after your repair

We commission an external organisation called IFF – Voluntas to contact customers by telephone,  who have had a recent repair to assess their satisfaction with the service they received. We  listen to your feedback and use it to inform future service improvements.