We're here to help in challenging times

Customers who may be experiencing financial difficulties at the onset of 2024 are being reminded that Gentoo is on hand to help with support in challenging times.  

For some, the winter months and colder temperatures can be the toughest period of the year to negotiate, particularly with energy costs remaining high.  

At Gentoo, we are always conscious that our customers can encounter financial difficulties through no fault of their own at any given time. It could be an unexpected bill, sudden loss of employment or a key household appliance suddenly needing replacing. But all of those circumstances can leave people in a position where they struggle to pay for food or ensure bills are paid on time.  

As a values-driven social housing landlord, caring about those who live in our properties will always be a key priority.   

We are here to help and support any of our customers who are experiencing difficult times and have a fund available which can offer support for customers in times of emergency, and which do not need to be paid back. This money can help pay for food, energy bills, meter top-ups and essential travel, such as a bus pass to help somebody get to work. The fund has provided more than £123,000 in crisis funding to families to help with gas and electric top-ups, urgent food shops and baby essentials, including beds for children, including beds for children.  

In addition, our Money Matters Team is available to provide a free advice and support service to customers to help them best manage their finances. This includes help claiming benefits you may be entitled to, such as Housing Benefit, Universal Credit and Pension Credit. But the team can also help customers with opening a bank account, supporting with claims and appeals, helping arrange a payment plan to help you deal with your debt and providing energy advice that can help reduce costs and tackle fuel debt.  

The team, which marked its tenth anniversary in 2023, has helped more than 13,000 customers claim £11.7million in extra income over the past decade. That figure includes £3million the team has helped customers with through water discount schemes.  

Susie Thompson, Gentoo’s Executive Director of Housing, said: “The wellbeing of our customers will always be of utmost importance to us, from making sure people feel safe and secure in their home to helping support them whenever it is required.  

“Gentoo can help in many ways and if any of our customers are having financial issues, we want to remind them that we are always available to offer guidance and support.  

“We would urge anyone who needs assistance to get in touch with us and we will always endeavour to help in whatever way we can.”  

Anyone who would like to know more about the help Gentoo can offer can speak to their Neighbourhood Co-ordinator, or call 0300 123 2004* or email moneymatters@gentoogroup.com  

Find out what we can do to help you manage your money and get some practical tips to save money and energy.

*Calls will cost the same as a call to a landline number and will be included as part of any inclusive minutes on your mobile phone package.

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