Independent · not part of Gentoo
Gentoo repairs: how to report a repair, phone numbers and timescales
How to report a repair to Gentoo: the repairs phone number and emergency line, reporting a repair online, and how long Gentoo has to fix it. Gentoo’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: gentoogroup.com
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Gentoo’s emergency line is here.
How to report
Reporting a repair to Gentoo
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Gentoo misses its own target, complain. You may also be able to claim.
- FacebookSend a message to @gentoogroup on Facebook with your address and the repair.
Emergency repairs
When to call Gentoo straight away
Phone Gentoo straight away if anything puts someone in danger or leaves your home unsafe. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12.30pm. Emergencies 24 hours a day on the same number, option 2. The number is in Gentoo’s repair contacts.
- 01No heating or hot water
- 02A gas leak or fumes from an appliance
- 03A fire alarm or carbon monoxide detector going off
- 04Exposed or unsafe wiring, no power, or water in the electrics
- 05An exit door or ground-floor window that is jammed or won’t lock
- 06A water leak you can’t stop, or blocked waste pipes
- 07Your only toilet is blocked
- 08Storm damage, such as structural damage or fallen trees
What counts as an emergency, from gentoogroup.com.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Gentoo.
Timescales
How long Gentoo has to fix it
Gentoo’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Gentoo’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAn immediate risk to your health and safety, or of damage. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysTo prevent health and safety risks, serious inconvenience or further damage. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working daysRepairs that don’t risk your health or safety. | No fixed legal limit unless it’s a hazard |
| Planned | 90 working daysLarger jobs such as brickwork, roofing, kitchens and bathrooms. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Gentoo arranges a damp inspection of your home and gives you a case co-ordinator to support you through the repairs. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from gentoogroup.com and Gentoo’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Gentoo’s own target. You could claim compensation.
Start your claimYour options
If Gentoo doesn’t fix it: your options
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 complain to GentooYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Gentoo
Every social landlord 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.
Gentoo’s record
How Gentoo performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Gentoo in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Gentoo
- How it handled reports of outstanding repairs.Maladministration
£500 ordered - How it handled repairs to the toilet and reports of a flood.Service failure
- How it handled reports of damp and mould.Maladministration
£300 ordered
Sources: Regulator of Social Housing judgement, 28 August 2024; Gentoo tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Gentoo’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Gentoo repairs: questions
What is Gentoo’s repairs number?
0191 525 5000. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12.30pm. Emergencies 24 hours a day on the same number, option 2.
What is Gentoo’s emergency or out of hours repairs number?
0191 525 5000 (Repairs line (option 2)). Monday to Thursday 8.30am to 5pm, Friday 8.30am to 12.30pm. Emergencies 24 hours a day on the same number, option 2.
Can I report a repair to Gentoo online?
Yes, at myservices.gentoogroup.com. My Gentoo account for some repairs, such as joinery, plumbing, external and garage repairs. You need to register. Not for emergencies.
How long does Gentoo have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Gentoo tenants?
Since 27 October 2025, Gentoo must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Gentoo’s own damp and mould commitment: Gentoo arranges a damp inspection of your home and gives you a case co-ordinator to support you through the repairs.
How do I complain about a repair to Gentoo?
Complain to Gentoo first, online or by email (feedback@gentoogroup.com). A Customer Voice Partner contacts you within 5 working days, and stage 1 complaints should be resolved within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Gentoo?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Gentoo for you. It’s free to check.
Start your claimIs Report Repair part of Gentoo?
No. Report Repair is independent and not part of Gentoo or any council or housing association. We show Gentoo’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Gentoo has to fix, by problem
Not Gentoo?
Other landlords in the North of England
- Great Places repairsHousing association
- Halton Housing repairsHousing association
- Hilldale Housing Association repairsHousing association
- Home Group repairsHousing association
- Riverside repairsHousing association
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Gentoo and still waiting?
About 2 minutes. No documents. Free to check.