We’re happy to announce the launch of our newly refreshed Lettable Standard, developed in close partnership with our involved customers over the past year.
The Lettable Standard is a key guide that outlines what every customer can expect when moving into one of our homes. Thanks to feedback and involvement from our customers, we’ve made meaningful improvements and created a clearer, more customer-focused version of the document.
Our customers played a vital role in shaping the new Lettable Standard and enhancing our service by:
- Collaborating with our Empty Homes team through a deep dive exercise, visiting empty homes and sharing feedback on how we can improve the condition and presentation of homes offered to new customers.
- Reviewing the previous Lettable Standard, helping us identify areas for improvement and shaping a new version through focus groups, sharing ideas that would make the experience of moving into a new home better for customers.
We are delighted to share the finalised Lettable Standard, which reflects the voices of our customers and sets out the standard they can expect from us when moving into their new home.
The new Lettable Standard is now available to view here: lettable-standard-september-2025.pdf
You can hear from our Customer Engagement Lead, Lewis Walmsley, and customers Brenda and Margaret in this video from the Empty Homes deep dive session that helped shape the new lettable standard:
If you're a Gentoo customer and want to get involved in shaping out services, please email customerinvolvement@gentoogroup.com
