At Gentoo, we continuously monitor and measure our services to make sure the highest standards are maintained. It is essential for customers and staff to have those standards clearly explained so that customers know what to expect and staff are aware of the levels of service they should be achieving. Staff and customers have worked together to agree these standards, known as ‘Local Service Offers’ which are shown below.
How we perform
Each quarter we report our performance to see how well we are meeting the targets we set every year. The information we collect allows us to identify where we can improve as well as look at how our performance compares with other housing organisations.
Our quarterly performance report provides information and updates on how we are performing against our local offer to you.
To ensure our neighbourhoods are safe, attractive and well-maintained places to live. We will:
To ensure your home is repaired and maintained, giving you a safe place to live. We will:
To ensure you are aware of your rights and responsibilities in relation to your tenancy and appropriate management
of those tenancies. We will:
To offer you advice, support and a range of ways to pay in order to maximise collection of rental income and other charges. We will:
To provide a personalised, tailored service to our customers. We will:
To help our neighbours feel safe and secure by preventing and minimising anti-social behaviour (ASB). We will:
To provide a good quality home that meets your needs and to ensure your neighbourhood has a long-term sustainable future. We will:
Working in partnership, we will enable vulnerable customers to sustain their tenancy and live well in their neighbourhood. We will:
To enable you to find a good quality, affordable home which fulfills your housing requirements based upon need. We will:
To provide a diverse range of ways for you to work with us to improve neighbourhoods and Gentoo services. We will:
For those living in our multi-storey or supported accommodation, maintaining your safety and security. We will: