Review our Complaint Letters

At Gentoo, we aim to provide the best possible service to our customers. However, we understand that sometimes things go wrong, and when they do, we want to ensure our complaint handling process is fair, clear, and customer-focused.

We’ve recently delivered training to our Customer Voice Partners—the team responsible for acknowledging, investigating, and resolving complaints in line with the Housing Ombudsman’s Complaint Handling Code. A key part of this training focused on how we communicate with customers and the importance of being:

✔ Clear
✔ Assured
✔ Respectful
✔ Empathetic

To help us improve, we’d love your feedback on how we communicate in our complaint outcome letters. Over the coming months, we will be sharing sample letters, and we’d really appreciate it if you could take a few moments to review them and complete a short survey.

Your feedback is invaluable in shaping how we respond to complaints and ensuring our letters reflect our commitment to great customer service.