In our latest webinar Michael McGuigan, Customer Voice Manager at Gentoo shared how they’ve transformed their approach to tenant feedback and explored how they moved from reactive firefighting to proactive engagement, cultural transformation, and explains their vision for real-time, self-serve insights that bring together complaints, TSMs, and repairs data to drive meaningful change across the organisation.
Key Takeaways from Gentoo's CX Journey:
Cultural change was the foundation - The shift from viewing complaints as problems to opportunities required investment in team wellbeing, training, and psychological safety.
Data democratisation drove engagement - Real-time Power BI dashboards that business teams could self-serve created unprecedented appetite for customer insight across the organization.
Governance structures matter - The combination of customer committees, quality frameworks, and independent reporting created accountability without bureaucracy.
Measurable impact - TSM scores improved from 70% to 80% overall satisfaction, with complaints handling jumping significantly, while achieving C1 regulatory grading.
In the past 12 months, Gentoo have:
・Reduced their number of ombudsman cases
・Decreased stage 2 complaint escalations by 60%
・Invested 7,000+ hours in specialised customer care training
・Earned recognition as a top workplace with award-winning management
Whether you're a CX leader, data analyst, or housing professional, this session gives you practical takeaways, inspiration, and tools to start making better use of your tenant feedback.
✅ How to shift from reactive complaints handling to proactive tenant engagement
✅ Practical methods for turning fragmented feedback into actionable intelligence
✅ Strategies to align complaints management with organisational goals and regulatory requirements
✅ Why technology and culture in your org are so crucial for transformation
I’m Sarah our resident housing expert and Senior Account Manager at Wordnerds. My focus is helping housing associations turn feedback into actionable insights and empowering insight professionals to action meaningful change, ensuring that the voice of the customer resonates throughout organisational strategies.
As Voice of Customer Manager at Gentoo, Michael is responsible for complaints performance, customer engagement and Tenant Satisfaction Measures. He has a successful background in delivering for customers and colleagues, and leading teams to success. With his extensive experience in Social Housing and the financial Services industry he is well versed in change delivery, process improvement processes, execution of business projects and building 3rd party client relationships.