Customer engagement update

Gentoo colleagues and customers sitting at a table during a meeting

We recognise changes to our services can have a significant impact on our customers. It is therefore important we ensure customers are at the forefront of the groups decision making. Our current involved customers hold the group to account, ensuring excellent services are being delivered and value for money is being achieved. We've included a short summary below of what our involved customers have been up to lately. 

Customer and Community Voice meetings

Throughout March our involved customers attended their local Customer and Community voice meeting. This is an opportunity for customers to come together and discuss concerns within their local community. Customers also have a say in how budgets are spent in their area as well as reviewing aspire application which help support local beneficiaries.

During the meetings, customers discussed the creation of a Customer Engagement Strategy.

Suggestions included; creating complaint drop-ins, family-friendly events within communities and ensure all communication is accessible.

The customers also:

  • Discussed the accommodation changes across the city
  • Discussed the newly created neighbourhood walks

Your Gentoo Voice

Following a campaign on the lead up to Christmas, we now have more than 1300 customers signed up on Your Gentoo Voice.

Below are just some of the recent projects that have been created on Your Gentoo Voice:

  • 2023/24 rent statements
  • Neighbourhoods
  • Two-person alerts
  • Allocation policy

Over 800 customers have viewed the above projects with more than 400 responses received. The information received allows us to directly shape and improve services, therefore you can be assured your feedback is valued.

Scrutinising our services

Involved customers were invited to take part in the following sessions to scrutinise our services.

Task and finish: welcome pack, rent letters and statements and anti-social behaviour

Policy review: allocations, compensation and decants

Deep dive: scoping session on complaints

Some of the changes made as a result of customer involvement included:

  • The creation of a money matters leaflet which advertises the financial support customers can receive.
  • Posters added to all high rise and low rise buildings, advertising local neighbourhood walks.
  • Co-creating the rent statements / rent increase letters ensuring these were easy to read and understand.
  • Creating a complaints leaflet which has been added to sign up packs, ensuring all customers understand how to raise a formal complaint.

You said, we did

Following feedback from customers, we have created a ‘you said, we did’ page on our website.

The page allows customers to go on and see the changes we have implemented because of their involvement and feedback.

The page will be updated on a quarterly basis. To view the changes we have made so far visit:

Housing Ombudsman event

In February, customers were given the opportunity to meeting the Housing Ombudsman at our offices at Doxford Park. The event was attended by customers both in person and online.

The event gave customers the chance to find out more about the Housing Ombudsman service and raise any concerns. Following feedback from the event, we will soon be introducing complaint drop-in sessions.

Upcoming opportunities

The final complaints deep dive will take place in May. We will also be consulting with customers on the following policies

  • Neighbourhoods
  • Repairs
  • Anti Social Behaviour & Noise Nuisance

If you are interested in working with us to improve services, please email us at: for more information.

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