Your feedback on what information matters

What you told us

We asked you what information they would like us to be more open about and how they would prefer us to share it. We received 94 responses and more than 250 comments.

The message was clear: you want transparent, easy-to-understand information that explains what we're doing, why we're doing it and what difference it makes.

What matters most to you?

You told us you would like more information about:

• Plans to improve homes
• How rent money is spent
• How customer feedback influences decisions
• How we prioritise home improvements
• The condition of homes and neighbourhoods
• Anti-social behaviour performance
• Repair response times
• Customer satisfaction results
• Complaints performance

What you want us to be more open about

You said you would like greater transparency around:

• How customer feedback shapes decisions
• Investment in homes and communities
• Regeneration and development projects
• Changes to services
• Future priorities
• Decisions made by our Board
• Consultation outcomes

What are the main themes from your feedback

Several themes appeared consistently throughout the feedback:

• Faster, higher-quality repairs and more information about repair timescales
• Clearer plans for investment and upgrades to existing homes
• Better explanations of how rent is spent and how Gentoo delivers value for money
• Greater transparency about decisions and service improvements
• Information that shows fairness across neighbourhoods and communities
• Evidence that customer feedback is making a difference

How you want to receive information

You told us you prefer information to be clear, accessible and easy to find.

Their preferred channels were:

1. Customer newsletters
2. Simple summaries
3. Website updates
4. Printed information

This tells us that customers prefer a simple overview first, with more detailed information available online for those who want to learn more.