I would of left -5 stars but can’t, Gentoo are a complete waste of time. I have lived in a flat for three years now and thankfully I’m currently moving, they don’t deal with complaints from their tenants but will listen to complaints that has been made up about me, they say that they don’t deal with complaints at all (mostly true apart that they’ll listen to tenants complaints that’s not with them) they refused to deal with the neighbourhood coordinator that informed my Karen neighbour personal information about me despite me having proof of this, they forced me to take my camera down even though I had permission for it (they lied saying that I didn’t when I did, to then get a letter saying that I can and then changed their minds again) when they knew that my abusive ex career was constantly at my door harassing and threatening me, they kept saying he was an ex partner when he’s not and made it clear that they didn’t believe me, the support worker hasn’t been in touch for a year yet apparently she’s still involved, I have autism and they would purposely cause me to get agitated with them so they can say that I’m being unreasonable and to calm down when they caused it, they don’t care that I also have mental health issues because of what I’ve been through and not care about my safety nor do they do repairs properly. It’s all a huge joke to them and lie all the time including when I asked a local mp who owns Gentoo to help they just lied about it saying that I’m making it up and I never got complaints when I did and have proof of it. Seriously STAY AWAY FROM THEM ITS NOT WORTH THE HASSLE!!!

Gentoo Group have made some great improvements, with the introduction of their Tenant & Community Voice Team. This team also deal with all complaints from start to completion. All residents are encouraged to engage with the TCV group by attending their meetings, and becoming actively engaged.

Unprofessional behaviour. Unethical behaviour. Running a charity housing organisation in a very unlawful manner. They have no care for customers. And staff attifieds are appauling

From personal experience this is the most evil and twisted company to every be created within Sunderland, Staff think its funny to target people with learning problems and mental health problems they will also go as far as to threaten and harass you to keep quiet and use there personal friends they have in the community policing team to use as methods of intimidation,( I know this as I knew some of them and a dumb gentoo staff member started bragging about it at one point.) GENTOO DO NOT CARE ABOUT LIVES... If you must live in Sunderland recommend a Different company..

Not interested in people who rent from them at all. Emails ignored. Repairs service suspended. Maintenance non exist ant. Very poor!!

I can't get into my car park in the flat I pay rent for. I'm disabled and have to hobble to the Consierge area. Wait till they work out how to open the gates for cars. What happens the Gentoo engineers give fobs to to any workers coming in Sacrificing the Residents fobs who actually pay for the privilege to park. Beggars Belief. Happened to me twice in a few weeks despite being promised this would not happen again.

Support workers @gentoo horrible pieces of work, taking recording of vulnerable adults without their consent when I mention relationship with older man he is 33 years old and I am 23 years all because I was going back with my ex, making reports to adult social services the safeguarding reasons all because they struggle to grasp the concept of lgbtq+ same-sex relationships which was nothing down to any fault of my own scientifically proven due to genetics, support worker copying (mirroring) my facial expressions. She mentioned she had to report it to my previous social worker in the council because I'm a vulnerable adult "I find myself been referred to as a vulnerable adult highly insulting and derogatory term inappropriate for everyday use by professionals.* Support worker mentioning things about domestic violence and exploitation which is highly uncalled for and asking the patronising question "Do you understand?" Advice: Please don't access the service offered to you by Gentoo if you are mentally or physically disabled: within the ages group of 18 to 25 please don't access them you will save yourself alot of wasted and effort. As I only recently just left support accommodation and don't want to go back in. Warning signs that the person you are dealing with is a crap support worker 1) He or she will ask questions like what do you mean (insert name here). 2) Or proceed to ask you the question: Why? To give yourself a further explanation to your actions or behaviour. Fact one: You do not need to feel compelled to explain or further justify your thoughts, feelings, actions, intentions or behaviour to anyone. Why implies a deeper explanation to something you do not need to explain yourself to anyone that includes a potential rotten support worker you might be dealing with from Gentoo or any other based care company in Sunderland nor the north east region of England.

Everything spot on always 👌

I would like to give them zero stars trades have no respect in your house and you may aswell be invisible. Housing officers are bullies and completely useless at thier jobs. Gentoo collect rent don't do repairs let you move into unsatisfactory properties and expect you to make it habitable. When you want to move out they make up a list of phantom repairs and expect you to pay for repairs that don't/need doing. The worst company in the world registered as a charity to avoid certain charges. Build 600k houses but treat renters like scum. I could go on all night to put a close to it PIGS at a trough

Up and till now have been more than satisfied with all aspects of Gentoo, until this morning when we learnt we have to have the kitchen replaced , though being happy with the one we have , despite the housing manager pleading our case to keep the kitchen we had fitted by ourselves replacing an ill fitting sink. Seems we have to abide by Gentoo's grand scheme of modernization so the next tenant won't complain the kitchen hasn't been modernized in the slot Gentoo allocated. Not happy to say at least with my wife on the verge of a nervous breakdown so upset she is loosing her lovely kitchen.

Disgraceful company corruption rife, won't do repairs doors fitted wrong with gaps single glazed windows, damp, mould they claim is condensation (proven lies) made elderly couple paint over damp so they could move to a bungalow. Won't do any repairs but they will be at your door for 40p rent arrears. Should be investigated and prosecutions.

No one ever listens to what you have to say they talk over you.i moved into a bungalow august 2020 and still waiting for repairs using covid-19 as an excuse.attitudes stink with many staff . Sunderland City council need to take over Gentoo.hiw come they constantly building homes for sale and yet can't do repairs to old stock???

I have lived in this flat town centre it is damp and mouldy workmen have been 3 times and told me to open windows the weather is below 0 my doctor has advised me to leave as a have chest infection after chest infection so for my health and well being I am out ov here I wouldn’t let a dog live in these conditions discracefull good bye

Moved into a new property June last year, and noticed after a couple of weeks that there was damp and black mould in three of the rooms. Someone came out to inspect it and he then told me that essentially it was my own fault and that I should open a window and put the heating on. Not only that the bath and sink have cracks in them and the tiles are coming off the wall in the bathroom, I was told a manager would be informed and I would be contacted. Still waiting on a response, what is ironic is about 4 weeks after the rude inspector visited the property I had some sort of gentoo news letter saying how good they are to their Tennants and how quickly they respond to repairs and complaints! They don't care as long as they get their rent.

They don't help you ask anybody with gentoo. You pay a service charge for work NOT to be completed! They are un reasonable when it comes to any problem you have. My housing manager is in the polite way a horrible stuck up woman with little respect for anyone. Clair McInroy. I cannot wait until i can move GENTOO ARE A NIGHTMARE SAVE YOURSELF A WORLD OF TRUBLE GO WITH ANYONE ELCE! I am leaving my self anonymous so i don't receive worse stick from gentoo. P.S. gentoo need to have a serious change in customer service. Coming into our homes refusing to take shoes off because we rent from them. A disgrace they act like its their flat you can ask them not to sit there and they will return with ‘well where im i going to sit. Take a seat next me me’ total disrespect

I was amused to read the reviews here(with respect to the authors!) I had dealings with this company a few years ago,not a pleasant experience.I owned a property on a housing estate where gentoo had been given the contract by the local authority to update some aspects of council housing(fencing etc). I informed gentoo 3 times and also the site manager that my property was a private dwelling and not local authority however i still turned up one day to find a chap demolishing my front steps and a couple of chaps demolishing my fence. I should add this was despite a note attached to my front door again stressing this was not a local authority residence.They did repair the damage although no apology was forthcoming.

Absolute disgrace of a company had an ongoing issue with anti-social behaviour dumping rubbish near my flat, complained numerous times nothing gets done. Got reported myself for dumping rubbish on their step which they done themselves I get called in?, but they don't get a talking to?. How does this work? Tried taking this further but nothing is getting done. I will be taking this situation further till they are fined or evicted because they have committed a crime and admitted it. At the point where I want to move out of Gentoo property. I would advise anyone else to not move into gentoo.

Had work done on Monday by two Gentoo joiniers. They were here all day to lift a bedroom floor to fix a dip what’s been there for years . I cannot praise them enough . Wish I’d got there names . So professional yet down to earth didn’t moan once . They did the work put my carpet bk down and even hoovered so I had no mess . Bless them great lads and and an asset to Gentoo

After waiting weeks for a repair when the bathroom window fell off due to rusting hinges I finally got through to talk to a member of staff about the length of time we have waited for the repair to be carried out. After speaking on the phone it was agreed the amount of time already waited was unacceptable and a manager would be involved and contact us with what was to happen. Richard the manager attended our property and stated the repair would be carried out on the 17/05/2019 and if this was to change due to any circumstance he would contact us and arrange a new date. So the Mrs who works full time like myself spent her day off waiting in the house all day for the arrival of gentoo to finally replace the hinges on the broken window. Roll on 4pm and yep you’ve guessed it not a soul turned up, not a phone call from Richard the manager either. A phone call to gentoo to find out just what went wrong and nobody new anything about the repair,Richard had left but according to the computer the repair was Scheduled for 9th of June luckily this year. After checking the calendar it turns out the 9th of June is a Sunday! Champion i’ll not have to waste a holiday waiting in for them not to turn up. These people look after our homes! Scary.

We’ve had an overall excellent experience with Gentoo, we’ve been treated fairly and with respect, found them reasonable and flexible when it came to visits (the main person on our tenancy works away so it can be tricky scheduling the necessary visits sometimes). We’ve recently received full tenancy after a year of moving in to our lovely socially rented home in Hetton. Rents are more than reasonable. Our house was a bit of a tip when we were offered the property but safety checks were completed as we moved in and our mess of a garden was transformed with topsoil and grass seed and removal of all rubbish. All staff we have encountered have been lovely, from repair, servicing to admin. We wanted to put down laminate when we moved in and had to apply for permission and there was a delay with them responding to us but you can always get in touch again if there is a problem, don’t expect everything to go smoothly and don’t overreact if it doesn’t, it will get sorted. If you want a premium perfect service then maybe you should pay for one! We certainly are grateful after having rented privately for 10 years, paying through the nose for a damp ridden tiny property with no service or help from the landlord. We are happy to recommend Gentoo (We are Houghton & Hetton area).