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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

We have created a Customer Charter which sets out the minimum standards customers can expect to receive from ourselves and our partners, when works are being completed.Prior to this Charter going live, we want your views as to if the information provided is relevant and reflects the type of service you would expect from us.The Charter can be found within the documents tab. Once reviewed, it would be greatly appreciated if you could complete the survey below to provide your views.Many Thanks

Customer Charter for Property

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 

We aim to give all our customers a good service, but sometimes we make mistakes. We are interested to hear from customers who have recently made a complaint directly to Gentoo to understand their experience of our services. We would be grateful if you could complete the survey to offer your feedback.

How to Make a Formal Complaint 

We do listen, and value all feedback from our customers. 

If you would like to join Gentoo’s Customer and Community Voice Group, to have your say on key business decisions, and be involved in projects and discussions, please contact the Customer Engagement Team at customerinvolvement@gentoogroup.com

New members are always very welcome.

Want to be more involved?

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Customer Annual Report