At Gentoo, we want every interaction with you to have with us to feel professional, respectful and consistent. That's why we're asking you to share your views on what we should be able to expect from us and what great service looks like.
Why are we doing this?
New regulations for social housing are placing greater focus on the skills, behaviours and standards customers can expect from housing providers. While we already invest in our colleagues, listen to feedback and work hard to deliver great services, we want to better understand what matters most to our customers and use that insight to shape our future approach.
This consultation will help us understand:
- What good service feels like to you
- The behaviours that build trust
- Where consistency matters most
- How we should respond when things go wrong
- What customers want to be able to expect from us every time they interact with Gentoo
What are we asking you?
We're not asking you to review policies or tell us about specific complaints.
Instead, we want to hear about your expectations and what you believe good service looks like going forward. We're interested in understanding the behaviours, attitudes and standards that help you feel confident, respected and supported.
How will feedback be used?
The feedback we receive will help us shape and strengthen our customer service standards. It will influence how we continue to improve services, support our colleagues and demonstrate the behaviours that matter most to you.
How can you get involved?
We'd love to hear from as many customers as possible. Every piece of feedback will help us build a clearer picture of what great service looks like and how we can continue to improve to listen and act on your feedback.
To complete our survey, please visit the following link: https://forms.cloud.microsoft/e/1QEe172aJC
To learn more about how your feedback will help, watch the video below:
