PHS celebrates outstanding delivery and customer satisfaction as part of Gentoo’s Gentogether investment programme

Hundreds of homes across Sunderland are benefitting from major improvement works through Gentoo’s multi million pound Gentogether investment programme.

The ‘Gentogether’ partnership is an ambitious £170 million, 10 year programme that will modernise homes across Sunderland, including new bathrooms, kitchens and full electrical rewires.

Within this city wide programme, PHS continues to play a leading role in delivering high quality improvements for customers. As one of Gentoo’s key delivery partners, PHS has played a central role in the programme’s success, consistently delivering high quality improvements and achieving 100% KPI performance across customer satisfaction, health and safety, programme delivery and quality of works.

Now in the second year of the delivery programme, the key highlights PHS has delivered in Year 2, include:

• Kitchen replacements – 39
• Bathroom renewals – 68, including level access showers and shower cubicles
• Full electrical rewires – 40
• Completed property handovers – 89 homes, currently four ahead of programme

Gentoo has recognised PHS as performing really well and as a key partner on the framework, consistently achieving 100% KPI scores over the last six months.

Andrew Whelan, Asset Surveyor at Gentoo Group, said: “PHS have been a key delivery partner within our internal investment programme, successfully completing a wide range of improvement works, including full electrical rewires, kitchen installations, and bathroom renewals. These improvements play a vital role in bringing our customers’ homes up to a high standard and ensuring they remain safe, modern and comfortable for customers.

“A core strength of this partnership is the shared commitment to putting customers first. PHS consistently demonstrate a customer-focused approach, ensuring works are carried out with care, respect, and clear communication. This is reflected in the excellent feedback received from customers, who regularly praise the professionalism of the teams, the quality of workmanship, and the positive experience throughout the process.

“The PHS team are also leading the way with innovation in the delivery of internal investment works. Their proactive approach to improving processes, adopting new methods, and identifying smarter ways of working has helped drive efficiency, enhance quality, and set a benchmark for best practice across the programme.”

Michael Pallister, Operations Director at PHS Home Solutions, trading as 0800 Repair, said: “As a key partner in the Gentogether programme, our team is delivering high quality improvements that make a real difference to customers’ homes. I’m incredibly proud of our performance and how closely it aligns with Gentoo’s vision for the programme. Achieving 100% customer satisfaction is a testament to the dedication and professionalism of our colleagues working in customers’ homes every day.”

A Gentoo customer living at James Armitage Street, who has recently received improvements to her home, said: “10/10. I’m over the moon and can’t wait to get everything sorted due to amount of storage I have. I’m excited to get it all together and start putting stuff away and displaying it in my home. I’m really happy with how modern my home looks.”

As part of its ongoing commitment to the Gentogether programme, PHS recently opened a new operational base in Southwick to support colleagues and partners. The office includes a large warehouse, dedicated workspace for site teams, meeting rooms, office facilities and a welcoming area where Gentoo’s residents can meet with colleagues.