Your questions and answers

We want to make sure you understand why we are consulting with you on the proposal to permanently move you out of your home in City Green so you can provide us with your views and concerns as part of the consultation. We have provided answers below to some of the key questions but please contact us to discuss any specific questions you have.

Q – Is the building safe to live in while Gentoo decides on its future?
A – We have put additional measures in place, including the new fire alarm system, a simultaneous evacuation strategy and support to stop damp and mould developing in your home, to help keep customers safe while we consider the long-term future of the building.

Q - Why can you not fix the building?
A – We have carefully explored what major investment works could be carried out to address the building's issues, including water entering the building, window defects and fire safety improvements.

However, the specialist contractors we consulted advised that, even if these improvement works were completed, they would be unable to provide guarantees or warranties that the problems would not return in the future. This is because any major repair programme would need to work around many parts of the existing structure of the building, such as internal walls, ceilings, balconies, staircases and external wall systems, rather than replacing them all.
To provide the level of assurance normally expected through warranties, the building would need to be completely stripped back to its core structure within its existing steel frame. This would involve removing and replacing major elements of the building. This level of work would increase costs significantly beyond the current estimates provided.

Based on the evidence available, Gentoo's current view is that supporting customers to move to suitable alternative Gentoo homes may provide the safest and most positive long term outcome.

Q – Has a decision already been made?
A - No. We have not made a final decision about the future of City Green. We understand this is an important matter that affects your home, so we want to hear your views before deciding what happens next. We will carefully consider all feedback received during the consultation and will keep you informed throughout the process.

We will write to you in early October 2026 to let you know the outcome of the consultation and the decision that has been made.

Q – What will you do with the building if all customers move out?
A – This is a decision we will make at a future date, however Gentoo may consider demolishing the building.

Q – When would I receive the home loss payment?
A – As a Gentoo customer you would be entitled to compensation under the Home Loss Payments Regulations 2023 scheme. This payment is £8,100. Gentoo would also provide additional financial support to all customers moving to another Gentoo home of £1,500 to allow you to complete things like decorating or installing carpets to your new home. You would not receive your home loss payment of £8,100 until after your tenancy agreement at City Green is terminated.

Q- Does the home loss payment affect the benefit payments I receive?
A - Home loss payments are not considered income, but they may be treated as savings for means-tested benefits. If your savings exceed £6,000 at the end of your assessment period, you would need to notify the Department of Work and Pensions (DWP) before the period ends. We would recommend keeping receipts for any purchases and updating the DWP when your savings fall below £6,000. Our Money Matters Team would be available to support you if you have any questions regarding your personal circumstances.

Q – How would Gentoo support me to move?
A – A dedicated team would support you to meet your individual rehousing needs. The team will support you to find a new home and help you move.
You will also receive financial compensation as outlined in this letter. This is per household, one statutory home loss payment of £8,100 per flat not per customer.

Q – How would Gentoo help me find a new home?
A – We would assist you throughout the entire process of finding your new home. This includes understanding your specific housing needs and working with you to secure a suitable home of your choice.

Q – How would I bid for a new home?
A – We would conduct an in person individual Housing Needs Assessment with you. This would cover the type and size of property you need, as well as your preferred area within the city. You would be given a priority banding of ‘Band One Plus’ for a move, and we would assist you in finding a suitable home and, where needed, bid for properties on your behalf. Once a potential property was identified, we would arrange a viewing for you.

Q – What priority or banding would I receive when bidding for a new home?
A – In-line with our current Allocations Policy you would be awarded ‘Band One Plus’ this banding is only for customers whose homes are going through a renewal, disposal or demolition programme.

Q – How many property offers would I receive?
A - After completing your Housing Needs Assessment we would expect to be able to find you a suitable home within three offers. If this approach does not result in finding a new home, we would work with you to identify an appropriate alternative.

Q – What if more than one customer at City Green bids for the same home?
A – If two or more customers from the City Green bid for the same home, priority would be given to the customer with the longest continuous Gentoo tenancy.

Q – Can I remain in the area?
A – As part of the bidding process for a new home, we would work with you to offer homes in locations that meet your housing needs. We are confident that, should we need to move you out of City Green, we will be able to find you a suitable alternative property once we understand your needs.

Q – Would Gentoo help me to move my belongings to a new home?
A – Yes, if you remain with Gentoo we would provide a removal service from your current home to your new home. If you required additional support, your individual requirements would be discussed with your local Neighbourhood Team.

Q – What if I don’t want to move to another Gentoo home?
A – You would not have to move to another Gentoo home if you do not wish to and are welcome to find another property yourself. This could be through another social housing provider, private rent, securing a mortgage or moving in with friends or family. You would still receive the statutory home loss payment of £8,100 per flat.

Q – What if I do not want to move?
A – Gentoo is carefully considering all options and taking your feedback into consideration. If you did not want to move, you can use your feedback form to tell us this.

However, if Gentoo decide to permanently move all customers out of the building, we hope you will work with us to find you a new home.