We have achieved the highest rating for Regulator’s Consumer Standards
Dear Valued Customers,
Earlier this year, the Regulator of Social Housing (the Regulator) introduced a new set of standards and an inspection programme to ensure social housing providers, such as Gentoo, deliver quality homes and services for customers.
The Regulator started an inspection of Gentoo in March 2024 which concluded in July 2024, to look at how Gentoo delivers the consumer standards, and how it meets the governance and financial standards. Gentoo is one of the first social housing providers to be inspected in this new programme.
I am delighted to share with you that the Regulator has given Gentoo the highest grading of C1 for delivering the consumer standards. The Regulator has also confirmed that Gentoo continues to meet the governance and financial standards and has recognised the continued improvement in Gentoo’s governance and financial performance.
The four new consumer standards that Gentoo was inspected against are:
- Safety and Quality Homes Standard
This focuses on ensuring social housing providers understand the condition of their homes and that they provide safe and good quality homes. It also states they must deliver repairs, maintenance, and planned improvements in an effective, efficient, and timely manner. - Transparency, Influence, and Accountability Standard
This standard requires social housing providers to be transparent with customers and treat them fairly and respectfully. Customers must also feel like they can raise any concerns, influence decisions, and hold them to account. - Neighbourhood and Community Standard
This standard states social housing providers must work with relevant partners and contractors to ensure customers live in secure, well-maintained neighbourhoods and feel safe in their homes. - Tenancy Standard
This standard states social housing providers must have a fair process for the allocation and letting of homes.
We have been improving our services over the last 18 months and have been listening to feedback from customers. Whilst Gentoo is making great progress, with nearly 30,000 homes serving 60,000 customers in Sunderland, there is still much to do. More than ever, I am committed to continuing to improve our services to customers and deliver on our Customer Promise and I will not rest until Gentoo has achieved this. If you have any suggestions how Gentoo can improve its services, I would love to hear from you, and you can do this by emailing feedback@gentoogroup.com
We have set up a Customer Committee and Gentoo is listening and acting on customer feedback to improve its services. Customers are influencing decisions, and we value your feedback. If you would like to be part of this, we would love to hear from you. To find out how you can get involved, visit www.gentoogroup.com/get-involved
We are spending our money wisely and continue to invest over £1million each week in your homes, including new roofs, electrical rewiring, new bathrooms, and new kitchens. 75% of your homes now have energy ratings of EPC C or above and we have plans to improve the energy efficiency of all your homes by 2030. We also have a plan to build more than 700 new affordable homes by 2029.
Gentoo’s repairs team has significantly reduced wait times for repairs to your homes and has also increased the numbers of trades colleagues we have to serve you. We have a dedicated Damp and Mould Team who you can contact on 0191 525 5500 should you have any concerns about damp or mould.
Gentoo’s Money Matters team helped customers claim more than £3 million in benefits in 2023 and are there to support you. Should you have any financial concerns or need help with claiming benefits, you can contact the Money Matters Team by calling 0300 123 2004 or emailing moneymatters@gentoogroup.com
We do not get everything right and when we receive complaints and feedback, we take this very seriously. Gentoo has changed the way it deals with complaints following your feedback. If you have any issues with services, please let us know here www.gentoogroup.com/complaints
You can find a copy of the full Regulatory Judgement here: https://www.gov.uk/government/publications/regulatory-judgement-gentoo-group-limited--2/gentoo-group-limited-l4313-regulatory-judgement-28-august-2024
I would like to take this opportunity to thank you for being a Gentoo customer. I am committed to improving your homes and our services to you. I look forward to meeting more customers as we continue our journey to provide excellent services to customers and help the communities of Sunderland thrive.
Yours sincerely
Louise Bassett
CEO