Service improvements

Service improvements as a result of customer feedback

We listen to your feedback and use complaints, satisfaction surveys, compliments, etc to identify improvements we can make to our service. Please see below some examples of these ‘you said, we dids’:

  • Feedback from customers indicated that they wanted us to improve our digital offer. My Gentoo, our online self serve portal, was launched in July 2019. Since then we've continued to add online facilities, for example, you can now view your gas safety certificate via our website rather than having a paper version posted to your home. This is also more environmentally friendly. You can view your gas safety certificate here. 
  • Many tenants contact Gentoo by telephone, but feedback suggested that long waiting times for some departments were causing frustration. In response to this we have completely redesigned our telephone system to provide tenants with a better range of options, enabling them to select the department they wish to speak to directly, thus reducing unnecessary waiting times.
  • Tenants have helped us to design our new ‘performance dashboard’ by sharing with us the key performance indicators that they are most interested in and that enable them to effectively scrutinise Gentoo’s service. 
  • Our Community Engagement Forums provide us with excellent feedback on a range of topics. They have recently helped us shape key documents such as our Care & Support Plan, which describes our approach to supporting vulnerable tenants, and our Health & Safety compliance policies.

You can view our previous service improvements here.