In response to the current Coronavirus crisis, Gentoo is delivering its services in new and innovative different ways…

Sunderland-based housing association, Gentoo, has announced some temporary changes to its services, following the latest guidance from the government in relation to the Coronavirus outbreak. The welfare of its tenants, residents and employees continues to be Gentoo’s main priority during these difficult times, which is why the company is doing everything it can to continue delivering vital services, while helping to minimise the threat of spreading of the virus.

Here are a few of the new and temporary services people can expect to see – and benefit from – over the next few weeks…


Gentoo will continue to respond to emergency repairs. All routine repairs, work-related to maintenance and non-essential homes visits will be currently suspended.


All Gentoo offices are currently closed, but tenants can still contact their Neighbourhood Coordinator directly on their mobile number or online. Tenants can continue to pay their rent via the Gentoo website, over the telephone by dialling 0191 525 5000, or at an Allpay Paypoint.

Those who have suffered, or will suffer, a loss of income as a result of Coronavirus should contact their Neighbourhood Coordinator, who will be able to discuss struggles around keeping up with rent payments.

Tenants and residents with district heating in Washington can top their meters up at three locations in Washington, details of which can be found on Gentoo’s website.

The housing allocation service through HomeHunt has been suspended, meaning properties available to rent cannot be bid on at the moment.


Tenants who are currently receiving assistance from Support Coordinators will receive wellbeing phone calls twice daily.

A programme of intensive cleaning of high contact areas in residential buildings with communal areas is in place. Restrictions have been put in place within
the extra care and supported housing schemes to protect residents and colleagues.

Gentoo’s support staff will be available at each scheme every morning to support residents.


Gentoo Homes’ sales offices, show homes and construction sites are closed.

New Homes Advisors and the Customer Care Team are continuing to work remotely and further information on how to contact them can be found on Gentoo Homes’ website.



For more information on how businesses in Sunderland are responding to COVID-19, checkout Vibe’s Business News.

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