Complaints procedure

We welcome all feedback so we can improve our services for tenants and residents.

How to make a complaint

You can:

If your complaint is about Gentoo Homes, you can email customercare@gentoohomes.com

Our complaints process

We want to resolve the problem straight away when you make a complaint.

If a complaint needs to be investigated before it can be resolved, we will make this a stage one formal complaint.

Stage one formal complaint

We will assign your complaint to a Tenant Voice Partner who will contact you within one working day to let you know they are investigating your complaint. They may contact you for further information and give you updates.

Stage one formal complaints should be resolved within 10 working days.

If the complaint cannot be resolved within 10 working days, they will agree a date with you for when the complaint can be resolved.

If you are unsatisfied with the response to your stage one formal complaint, you can appeal the decision within 15 working days. Your complaint will then become a stage two formal complaint.

Stage two formal complaint

A senior manager will contact you within one working day to acknowledge your complaint and to let you know they are investigating your complaint. After 20 working days they will provide you with either a:

  • response to your complaint
  • timescale of when we will send a response

This is our final response to your complaint and the end of our complaints process.

If you are unsatisfied with the response to your stage two formal complaint, you have the right to go to the Housing Ombudsman Service.

Sending your complaint to the Housing Ombudsman Service

We will give you their contact details in the final response letter.

You can contact the Housing Ombudsman Service about your complaint online.

All complaints must be reported to us first. You can only make a complaint to the Housing Ombudsman Service if you are unsatisfied with our response to a stage two formal complaint.

Further reading

Complaints Policy (PDF, 178KB)

Housing Ombudsman Self-Assessment December 2021 (PDF, 123 KB)