Independent · not part of Gentoo
Gentoo complaints, compensation and disrepair claims
Your options if Gentoo hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Gentoo repairs
LandlordGentoo
Has Gentoo been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Gentoo’s repair contactsFree to check · About 2 minutes
You can complain to Gentoo, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Gentoo hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Gentoo for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Gentoo
This can get Gentoo to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Gentoo to put things right. In its recent decisions about Gentoo, it ordered between £300 and £500 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Gentoo’s own target for a routine repair is 20 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Gentoo
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Gentoo asking for the repairs and compensation. Under the court rules for housing conditions claims, Gentoo should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Gentoo
Gentoo has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Gentoo
A Customer Voice Partner contacts you within 5 working days, and stage 1 complaints should be resolved within 10 working days.
- Stage 2
Ask for a review
A senior manager contacts you within 5 working days, with a response within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Gentoo to put things right.
Complaints pagegentoogroup.com
By emailfeedback@gentoogroup.com
From gentoogroup.com, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimGentoo’s record
What the regulator and Ombudsman found
Aug 2024: The regulator found Gentoo provides an effective, efficient and timely repairs service, has appropriate systems to keep tenants safe, and gives tenants meaningful ways to influence and scrutinise its services.
of Gentoo tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Gentoo in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 28 August 2024; Gentoo tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Gentoo
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Gentoo at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of outstanding repairs. Read the decisionMaladministration
£500 ordered - How it handled repairs to the toilet and reports of a flood. Read the decisionService failure
- How it handled reports of damp and mould. Read the decisionMaladministration
£300 ordered
Source: Housing Ombudsman decisions.
Has Gentoo let you down too? You could claim compensation.
Start your claimQuestions
Gentoo complaints and claims: questions
How do I complain to Gentoo about repairs?
Through its complaints page: gentoogroup.com. By email: feedback@gentoogroup.com. Say what the problem is, when you reported it, and what you want done.
How long does Gentoo have to reply to a complaint?
Stage 1: a Customer Voice Partner contacts you within 5 working days, and stage 1 complaints should be resolved within 10 working days. Stage 2: a senior manager contacts you within 5 working days, with a response within 20 working days.
Can I claim compensation from Gentoo for damp and mould?
You could, if you reported it and Gentoo didn’t fix it in a reasonable time. A law firm on our panel can take it up with Gentoo for you.
Start your claimHas the Housing Ombudsman found Gentoo at fault?
In 2024/25 the Ombudsman found maladministration in 71% of its findings about Gentoo. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Gentoo: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Gentoo on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Gentoo?
Other landlords in the North of England
- Great Places complaints and claimsHousing association
- Halton Housing complaints and claimsHousing association
- Home Group complaints and claimsHousing association
- Hull City Council complaints and claimsCouncil
- Riverside complaints and claimsHousing association
- Thirteen complaints and claimsHousing association
- Together Housing complaints and claimsHousing association
- Torus complaints and claimsHousing association
Still waiting for Gentoo to fix it?
About 2 minutes. No documents. Free to check.