Gentoo wins award for helping its most vulnerable customers

Gentoo Group has been recognised for its success and ingenuity within the housing sector by winning a top award at the NHMF Housing Awards today (22 January 2019).

The award recognises the customer impact of Gentoo’s “Something not quite right” initiative.

Diane Carney, Director of Repairs and Maintenance at Gentoo said: “We are delighted to be the only North East Housing organisation to be commended for such a valuable initiative aimed at protecting Sunderland’s most vulnerable customers.

“All of our repairs staff have received specialist training in spotting the signs of child, domestic and adult abuse and what we as an organisation can do about it. Staff are fully trained to recognise, respond and record any concerns about someone’s well-being and how to report it.

“If our staff suspect something isn’t quite right during a repair or with a customer, they raise it with our in-house Safeguarding Team who in turn can either arrange support from colleagues or make a referral to one of the relevant specialist agencies.  This means that we can get the support out to our customers as and when they need it.”

Since the introduction of the initiative in 2015, staff at Gentoo have raised a total of 944 concerns, many of which have resulted in referrals to specialist agencies such as the Fire and Rescue Service, Social Services and the in-house Money Matters Team.  

To find out more about the awards and the 2019 winners go to