Care & support

Care and Support

At Gentoo, we care about our customers and there wellbeing. Here you will find all you need to know about the products and services that we can offer you as a tenant. You will also find information on how we can help to keep you safe, our approach to anti-social behaviour and lots more.

Customer Care Standards

We are committed to giving you an excellent level of service. After speaking to our customers, we have written a set of service standards, which tell you what you can expect from us.

  • Aim to answer your call within 20 seconds
  • Make sure the first member of staff you speak to either deals with your request, puts you through to the right person or arranges for the right person to call you back at a convenient time.
  • Aim to make sure you are not waiting longer than 20 seconds if we transfer your call
  • Aim to return your call within one working day if you leave a message
  • Let you know we have received your letter within five working days and let you know who is dealing with your enquiry
  • Respond to your letter within 10 working days
  • Let you know we have received your email within two working days and tell you who will be dealing with the enquiry
  • Respond to your emails and text messages within 5 working days
  • Make sure they are accessible and welcoming
  • Make sure you are not kept waiting for appointments or let you know why there is a delay and offer an alternative
  • Try to arrange a convenient time to visit
  • Make sure our staff show you their photo identification
  • Deal with your complaint quickly and fairly
  • Confirm that we have received your complaint within 2 days and let you know the name of the person handling your complaint
  • Deal with your complaint as soon as we can
  • Aim to resolve and respond to your complaint within 10 working days or agree an appropriate timescale with you
  • Learn from your feedback