Our Openness and transparency policy  

We want to be open with you. We believe you should be able to see information about how we manage your home and services. 

What does this policy cover? 

We want to be open with you. We believe you should be able to see information about how we manage your home and services. 

This policy explains what you can expect from us. We will: 

  • share important information about our services and performance 
  • explain our decisions clearly 
  • make information easy to find and understand 
  • provide information in accessible formats when needed 
  • listen to customer feedback and use it to improve what we do.  

Who is this policy for? 

This policy is for: 

  • Customers who rent a social housing home from Gentoo. 
  • Customers who own a shared ownership home managed by Gentoo. 
  • Someone you have given permission to speak or act for you, such as a family member, friend, support worker or representative. 

How does this policy help you? 

We want you to have easy access to information about your home and the services you receive from us. This policy explains what information you can see, how to ask for information, what you can expect from us, and what to do if you're unhappy with our response. 

We will regularly publish information about: 

  • how Gentoo is run 
  • how we spend money 
  • how we improve and invest in homes 
  • our performance, including customer satisfaction and complaints 
  • our housing services and policies.  
  • What are we asking you to do? 
  • If you cannot find the information you need, you can ask us for it. 

Your request should: 

  • be in writing 
  • tell us who you are 
  • clearly explain what information you would like.  
  • You do not need to quote any law or follow a special process. 
  • If your request is unclear, we will help you explain what information you need.  

What can I ask for? 

You can ask for information about how we manage our social housing homes and services, including: 

  • rents and service charges 
  • repairs and home improvements 
  • estate management 
  • complaints and customer service 
  • anti-social behaviour 
  • health and safety 
  • how we reduce our impact on the environment 
  • housing policies and services.  

Important timescales 

We will respond as quickly as possible and usually within 30 calendar days.  

If we need longer, we will tell you why and when you can expect a response.  

When we may not be able to share information 

Sometimes we cannot share information if: 

  • it contains personal or confidential information 
  • sharing it would break the law 
  • it could cause harm 
  • it is not covered by this policy 
  • If we cannot provide information, we will explain the reason.  
  • Support and accessible information  

We can provide information in different formats, including: 

  • large print 
  • accessible digital formats 
  • other languages 
  • changes or support to meet your needs 

What can you do if you're unhappy 

If you’re unhappy with our response, please tell us. You can ask us to look at your request again. 

We will normally acknowledge your request within five working days and complete our review within 30 calendar days.  

If you're still unhappy after our review, you can raise this with the Housing Ombudsman.  You can do this via their online complaints form or by calling 0300 111 3000. 

How can you get in touch? 

If you need information in another format, need help making a request, or would like to request information, please contact us.