Gentoo Group Reviews 59

Excellent service.
I live in the Penshaw area of Sunderland. My housing coordinator is extremely helpful and repairs are always done when I report them. I love my area and I’m grateful to Gentoo for providing me a home in such a beautiful area of Sunderland.
I can’t recommend Gentoo highly enough.

Today 16th march a delightful plumber called at my home in stockley road he was very courteous and went out of his way to solve the water leak under sink he told me he had worked for 39years in August

Absolute dog shite, would not let them build me a garden shed. Customer after care service is even worse. Would give them zero stars If I could avoid at all costs.

Rent goes up every year so they can build new houses to sell and repairs to my rented home are done cheaply or temporary fixes today I get a condicending text asking me to fill in a survey to win a 20 pound food voucher saying they understand Gentoo customers may be struggling with finances! Stop putting my rent up to make more money selling new houses! And 20 pound? How embarrassing

I am a leaseholder. I bought a flat in a tower block in Sunderland. The entrance to my tower block is filthy, vandalized, broken glass, broken entrance that doesn't close, full of pigeon droppings. Absolutely disgusting. I have reported this but get ignored, when I call no one answers or returns calls. The service is a disgrace, absolute incompetence. But of course they will be quick to contact me if i missed a payment for my service charge even though we don't actually receive any sort of basic level of service. We are treat like pigs and they make us live in a filthy pigsty. Gentoo are not fit to be a landlord and the people that work for them are incompetent.

I don’t understand all of the negative reviews my experience with gentoo has been absolutely positive , they have been very supportive to me during a very difficult time in my life , I would like to say a special thank you to Rebecca Ewart and Michelle who have been very supportive and have helped in every way that they can , Gentoos support has been frankly priceless and I would recommend this housing association to anyone , you will not get the support that Gentoo provides from any other housing association or council , I have lived all over the country with different councils and Gentoo has been by far the best for me I can not thank them enough for all of there support and help they have provided Thank You for making my life easier whilst I was having the most stressful time in my life

Only giving a one star, as it’s not possible on here to give lower. This company and its employees are some of the worst that I have ever encountered in my life! The whole company needs a good shake up, and they need
to learn some customer service skills, accountability and some basic manners and respect.
They like to leave vulnerable adults without hot water and heating, in cold temperatures. The homes are below par, with numerous problems!
If you have the unfortunate experience of dealing with some of the front line staff, god help you! I found them down right rude and completely unhelpful and unprofessional.
How this company gets away with what it does is no one’s business! They will accuse you of owing them money, and will harass you over twenty quid, when in reality it’s them that owe you money! Which, may I add they have kept and not returned to me!

Paying almost £600 a month to rent a flat in Hendon and there's never a moments peace . There is always hammering ,drilling sawing ,people knocking on door wanting to check something . I work nights permanently and the noise in this building is unbelievable all year round

Update: Positive Progress Following Earlier Concerns

We previously left a review after experiencing serious housing and environmental issues. At the time, we felt unheard and overwhelmed — and shared those concerns honestly.

Since then, we’ve seen a noticeable shift in how things are being handled. Gentoo have responded more actively and consistently, and we’re now starting to feel some stability return.

While there’s still work to do, we appreciate the efforts made and hope this level of support continues moving forward.
Date of experience: 31 July 2025

Trying to apply for a 2 bedroom house to be told because my son doesn't stay 4 night a week I can only have a 1 bedroom, Gentoo penalising single fathers and preventing them from spending quality time with there children

Had two very professional hard working lads Plummer and joiner do repairs over 2 days 16 17 January very polite well mannered excellent standard of work carried out cleaned up after each job keep up the good work and thankyou

Had loft instalion done 2 lads ross and gavin done a great job . Very friendly and polite . My house is going to be warmer now...thanks lads %100 happy with your work....

Foned for my brother as terminally ill and door handle was jamming, I was concerned he would get trapped in living room. He has no family in Sunderland to help. It was called in at 8.35 am all repaired by 12.30 . You have been amazing with him . Thankyou

My toilet was leaking and I rang Gentoo Emergency Line within the hour they were out and the repair was done! Well done Gentoo!

Horrendous housing association, they allow you to be discriminated against just because you aren’t northern and they won’t do anything about it. They block your phone number/hang up on you, they are extremely unprofessional and haven’t got a clue on how to run a housing association. Embarrassing is an understatement, their homes are filled with mould and they do nothing about it just paint over it with white paint. Completely incompetent, avoid at all costs! Would be better off going private! I gave up my tenancy because of how incompetent they were.

I was downgraded to get a bungalow and after a year, anda lot of back and forth of what they wanted me to do before even allowing me to bid on properties and to get housing to sign off on the house. I'm autistic and have some communication and understanding issues and found that they are not getting back even when I got agencies to help me they didn't even communicate with them properly. So now I've been having meltdowns because one person from gentoo says one thing and another person says another, things like you must bid as you'll loose your rating and when I do I get told, NO you can have that bungalow but you still have to bid. I've started getting so confused my health is not improving with this kind of lack of support. I don't think communication is a hard thing but apparently so, my carers councillor is trying hard to keep me positive. I've dated this post one year back as can't date it further back as this has been ongoing

I moved into my property the beginning of 2023 , minor snagging list.

We had a leak issue with our downstairs toilet, this problem wasn't delt with straight away due to the plumber not having the correct equipment, this problem wasn't sorted for another week which led to my whole downstairs flooring to lift. Upsetting after paying for the flooring product and installation for it to last 2 month and having to live with horrible flooring for over a year.

After back and forth with gentoo they managed to come to an agreement to settle to situation with my flooring.

I would like to personally thank Lorri Hagg for being a helpful professional employee for Gentoo for managing to sort this issue out for myself and family.

Gentoo tend to have some negative reviews but apart from the flooring situation I have had great experience with Gentoo.

Many Thanks Again Lorri for your help

Jack Blaydon Bathrooms

I WOULD LIKE TO THANK LUCY FROM GENTOO SUNDERLAND.FOR HER EXELLENT SUPPORT HELP.REGARDING MY HOME IMPROVEMENTS,THE SUPPORT LUCY GAVE IM SO SO GRATEFULL .THIS LADY NEEDS TO BE RECOGNIZED AND PRAISED FOR HER OUTSTANDING EXELLENT SERVICE.I CARNT THANKYOU ENOUGH GENTOO IT WAS A PLEASURE MEETING LUCY SHE WENT ABOVE AND BEYOND With SUPPORTING MY NEEDS WITH HELP WITH HOUSING REPAIRS .ADVICE AND SUPPORT NEEDS,PLEASE ANYONE NEEDS HELP AND SUPPORT ASK FOR LUCY BEAUTIFULL LADY..THANKYOU SO SO MUCH IM OVERWELMD WITH GRATITUDE FOR ALL YOUR SUPPORT THANKYOU LUCY ..M.HENSON XX

I want to thank Gentoo for sending a brick layer who did a good job at my place.
His name is Liam ,he is very respectful and he made sure i was happy with the work he has done.
I wish all Gentoo workers were like him.
Also the roofers who came some months ago,i cant remember their names,they were so good,they had the to explain to me what they were doing and what was causing molds in my house,in a way that i understood. Unlike the ones who came before them.

What an expereince i have never quite known anything like it. The time taken to do repairs and the constant communicationa nd complaints must cost them more time than actually doing the job. I was treated very unfairly on right to buy basically not given the same right as others and told it was my fault i was on a different scheme. This was very disapointing i though Gentoo would have reviewed the complait n its merits admitted their mistakes took some accounatibility and negotatiated a fair agreement, instead i have been ignored, dismissed and not taken seriously. shame because their are many nice people work in Gentoo unsure why their is s many issues with general repairs and maintenace and more so fairness. However the staff who attend are always very well mannered and kind and that make e reluctant to complain - however then i cant take away the misjustice and unequal treatment i have received and although they apologie - they dont negotiate. so basically i have been set back 3 years in securing my own home which is not fair when i alreayd paid 3 years- anyone else would have had right to buy.