📺 Live Event
Join Sarah and Michael McGuigan – Voice of Customer Manager at Gentoo – to discover how shifting from reactive complaints handling to proactive tenant engagement can unlock powerful insights, drive cultural change, and turn feedback into a force for better homes and happier tenants.
Register for 22nd May 2025, 11am
👇 Fill out the form below to register 👇
Complaints aren’t just a tick-box for regulators - they’re the loudest signals your tenants are sending. But they’re only one part of the story.
In this live event, Michael McGuigan, Customer Voice Manager at Gentoo will share how they’ve transformed their approach to tenant feedback. We’ll explore how they moved from reactive firefighting to proactive engagement, cultural transformation, and their vision for real-time, self-serve insights that bring together complaints, TSMs, and repairs data to drive meaningful change across the organisation.
Whether you're a CX leader, data analyst, or housing professional, this session will give you practical takeaways, inspiration, and tools to start making better use of your tenant feedback.
In just 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
✅ 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.
Fill out the form below to reserve your spot.