Gentoo Achieve Tpas Accreditation
Tuesday 11th of November 2025
After receiving a C1 rating from the Regulator of Social Housing in 2024, we knew we
wanted to take our engagement work to the next level. That’s why we teamed up with
Tpas, to build on what we already do and push ourselves even further.
When we looked at the different services Tpas offer, going for accreditation felt like the
right move. It gave us a chance to properly test our current approach, see how it stacks
up against national standards, and get some honest feedback on where we could
improve.
From day one, Tpas were upfront about what the process involved. This wasn’t going to
be a quick tick-box exercise, it was a deep dive over 12 months, covering seven key
themes all focused on engagement.
At Gentoo, we’re always up for a challenge, and this felt like a great opportunity to
stretch ourselves and keep raising the bar.
Kicking things off with the self-assessment was a solid starting point. It gave us the
chance to sit down with our customers and really dig into what’s working well and where
there’s room to grow. They didn’t just share feedback; they also helped us think about
the kinds of evidence we could pull together for each of the seven themes.
One big takeaway? You can’t do a self-assessment like this in isolation. So, we pulled
together seven working groups made up of colleagues who we knew could bring insight
and add real value to the process. It was a proper team effort.
Tpas were brilliant throughout, always on hand with advice when we weren’t quite sure
what kind of evidence was needed. Whether it was a quick call or an email, they were
super responsive and supportive.
We gave ourselves around 12 weeks to get the self-assessment done, which shows just
how detailed and thorough the process really is.
Next up was the reality checking stage and this was our chance to really show what
engagement looks like in action. Tpas got stuck in by shadowing our Customer
Committee and Scrutiny Group, hopping aboard our mobile unit, and even joining us at
one of our Family Fun Days. They also spoke to a wide range of customers and
colleagues, from our Chief Exec right through to teams in Housing and Repairs. The goal
was clear: engagement shouldn’t sit with just one person or team; it’s something we all
own.
Receiving the news that after the self-assessment and reality checking we had passed
the accreditation was the reward from all the hard work completed by colleagues
across the organisation. However, we know work doesn’t stop there. We are currently
reviewing the recommendations set by Tpas to ensure we provide an even better
service to our customers.
Susan Fulton – Exec Director of Customer, People & Engagement
‘Achieving Tpas Accreditation is a proud moment for Gentoo. It validates the hard work
of our colleagues and customers who have come together to co-create a culture of
genuine involvement. This recognition isn’t just a badge, it’s a reflection of our values
and a promise to keep listening, learning and improving.’