Resident engagement and voice

It’s important to us that our residents’ voices are heard. We’re dedicated to listening to and engaging with residents so that they can help improve our communities and services. In the last financial year, we:

Supported 19 Tenant and Resident Associations (TRAs)
Launched Gateway Voice, a new platform for customer engagement and feedback
Strengthened our Resident Scrutiny Panel
Conducted inspections across seven estates to review communal repairs, address environmental issues, and meet with residents to better understand their needs and concerns

Our customers provided valuable feedback on:

Building Safety Strategy
Customer First Strategy
Customer Involvement Strategy
Community Investment Strategy
Various policies

David O’Brien, Chair of the Resident Scrutiny Panel, said:

“As part of our scrutiny process, we reviewed Gateway’s Complaints Policy and made several recommendations to the Board. Some were minor, while others were more significant. We shared these with the staff, who were supportive and responsive throughout, which was encouraging. It’s important that our findings are taken seriously, and for us to see the results that follow. We’ve agreed to closely monitor progress to ensure we stay on track.”

If you’re interested in joining the Resident Scrutiny Panel or learning more, please email us at customer.experience@gatewayhousing.org.uk.

You Said, We Did

Here’s how we’ve responded to your feedback:

You said	We did
Create a Frequently Asked Questions (FAQ) page on the website to help customers self-serve.	We created a Leaseholders’ FAQ page on the website and added links to it in staff auto responses and e-mail signatures.
Update your contact information.	We updated our contact information and ensured that screen pops are correctly actioned.
Review current repairs policy.	We reviewed our repairs policy, and the new version is now available to all customers.
Follow up with customers to confirm that repairs have been completed and ensure their satisfaction.	We now call customers the day after a repair is completed to check their satisfaction, and we take any necessary follow-up actions based on those calls.