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We&#39;re committed to listening to our customers and putting your voice and opinions at the heart of all that we do. Using Your Gentoo Voice, your views and thoughts can influence the decisions we make at every level of Gentoo.&nbsp;

Welcome to Your Gentoo Voice

In October 2024, we asked for your feedback regarding the different ways we could design our rent letters. These are sent every year and inform you if there are any changes to your rent charge.We have created a draft of this years rent letter and would welcome your thoughts.From the feedback provided in October, the majority of you told us that you preferred Design 4 which is attached. You also provided other recommendations which we have implemented, including adding an additional leaflet with financial, anti-social behaviour, domestic abuse and wellbeing support information.Please utilise the survey below to provide feedback regarding the draft.

Rent Letters 2024 - 2025

Customer voice is very important to us, and we understand that customer feedback is vital to the successful delivery of our services.We have 5 Customer and Community Voice groups for the Gentoo areas of:<ul><li>Central Sunderland</li><li>Houghton and Hetton</li><li>North Sunderland</li><li>South Sunderland</li><li>Washington</li></ul>Each group is led by a chairperson who is a member of the local community, a Gentoo customer or resident.The groups work together to:<ul><li>give feedback on changes to our service</li><li>decide how to spend the local area budget</li><li>identify what needs improving in the local areas</li><li>approve Aspire grant applications</li></ul>The groups meet every three months with our Customer Voice Team at our offices or in the local community.The meetings are approximately 2 hours long. The first hour of the meeting is to talk about important business decisions and the second hour is to for funding applications and to discuss local matters.To volunteer and be part of the group, you must be a Gentoo Customer or live in a Gentoo neighbourhood.Customers who attend the Customer and Community Voice Group meetings are also invited to attend formal sessions with colleagues at Gentoo, to support us when reviewing policies, changes to our service and exploring new contracts.Members of the community groups are offered the opportunity to meet with our CEO annually and are often invited to conferences and training events led by external providers such as TPAS, The National Housing Federation and The Northern Housing Consortium. .You do not need to have any experience in customer involvement to join our group/s, nor do you have to take part in every meeting or event.We know it can be daunting joining a new group. The members are warm, welcoming and passionate about supporting their local community. The members are Gentoo customers and local residents - just like you! If you would like to get involved, Please email us Customerinvolvement@gentoogroup.com and a Customer Voice Partner will contact you to discuss the group in further detail.Thank You

Customer and Community Voice Groups 

Customer Charter Survey