Our local service offer to you

Our local service offer to you

 

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.

We hope you find these reports informative. If you have any feedback, questions or queries contact our Customer Service Manager, Lynn Fromme on 0191 525 5328 or email lynn.fromme@gentoogroup.com.

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: 

  • Provide you with regular information specific to your neighbourhood.
  • Ensure all issues affecting the neighbourhood are identified and responded to.

To ensure your home is repaired and maintained, giving you a safe place to live. We will: 

  • Diagnose your repair and respond within an appropriate timescale.
  • Provide you with advice, support and guidance to enable you to maintain your home.
  • We will carry out the safety checks required by law to keep you and your home safe.

To ensure you are aware of your rights and responsibilities in relation to your tenancy and appropriate management
of those tenancies. We will: 

  • Provide you with timely information specific to your tenancy.
  • Offer advice and support to help you sustain your tenancy.
  • Be members of, and actively promote, a mutual exchange scheme.

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: 

  • Provide advice, support and guidance to enable you to maximise your income.
  • Take appropriate action to prevent your accounts from falling into arrears.
  • Provide you with timely information in relation to your rent and other accounts.
  • Offer advice, support and guidance on the most appropriate way to pay your rent and other charges.

 

To provide a personalised, tailored service to our customers. We will: 

  • Provide a range of ways for customers to access services from Gentoo.
  • Provide regular information on Gentoo products and services.
  • Provide a range of ways for you to give us your feedback and to use your feedback to improve our
    services.

To help our neighbours feel safe and secure by preventing and minimising anti-social behaviour (ASB). We will: 

  • Offer appropriate support and advice to victims and perpetrators of ASB and domestic abuse.
  • Take relevant action specific to any reports of ASB or domestic abuse received.
  • Provide you with a timely response to any reports of ASB or domestic abuse received.

To provide a good quality home that meets your needs and to ensure your neighbourhood has a long-term sustainable future. We will: 

  • Ensure your home has no health and safety hazards.
  • Strive to ensure your home meets the Decent Homes Standard.
  • Replace major components - kitchens, bathrooms, roofs etc - which are old and in poor condition.

Working in partnership, we will enable vulnerable customers to sustain their tenancy and live well in their neighbourhood. We will: 

  • Provide supported accommodation where necessary.
  • Offer advice, support and guidance bespoke to your circumstances.

To enable you to find a good quality, affordable home which fulfills your housing requirements based upon need. We will: 

  • Provide you with support, advice and guidance to help you find a new home that suits your needs.
  • Provide you with information specific to your new home.

To provide a diverse range of ways for you to work with us to improve neighbourhoods and Gentoo services. We will: 

  • Provide a range of opportunities for you to engage with Gentoo.
  • Provide advice, support and guidance to empower you to be involved in your community.

For those living in our multi-storey or supported accommodation, maintaining your safety and security. We will: 

  • Provide you with 24 hour monitoring to ensure you feel safe in your home.
  • Provide you with 24 hour access to emergency support.