• There are no suggestions because the search field is empty.
Complaints-&-compliments---page-header

Compliments, Complaints & Feeback

We welcome your compliments, complaints and feedback to help us improve our services. We will make sure that your feedback is addressed fairly, effectively and promptly.

Your Guide To Complaints

We want to hear from you

At Community Gateway Association (CGA), we are committed to providing an excellent service and ensuring the tenant voice shapes our services. Whether you want to tell us about the great customer service you received, or something that did not go as planned, we want to hear from you. 

Here are the ways you can provide feedback

Copy of Website page headers (1)-3

You are happy with a service you have received and want to let colleagues know.

Submit Compliment
Copy of Website page headers (1)-2

You are dissatisfied with a service you have received from us and want us to investigate it. 
More details of our complaints process can be found below.

Submit Complaint
Copy of Website page headers (1)

You would like to suggest how we can improve our services.

Submit Feedback

Complaints Process

Our approach to complaints is simple and accessible and we have a clear Complaints Policy in place which is available to all customers. We manage our complaints in line with the Housing Ombudsman's Complaint Handling Code - a copy of our self-assessment for 25/26 can be found here.

Find out more about our complaints process below or by watching the video. You can also watch the video in Arabic, Polish, Hungarian and Persian.

Acknowledgement
We will contact you to discuss and acknowledge your complaint within two working days. 
Stage 1 Investigation

Your complaint will be assigned to an Investigating Officer who will respond within 10 working days.  
(If our investigation needs more time, we will provide you with a reason and a new deadline)

Stage 2 Investigation

If you are unhappy with the Stage 1 response, you can ask for a review of the decision. An Independent Head of Service (Senior Manager) who has not previously been involved in your case will respond within 15 days. 
(If our investigation needs more time, we will provide you with a reason and a new deadline)

Housing Ombudsman Service

We are committed to working with you to resolve your complaint and we will try our best to find a resolution.
If you feel that your complaint is not being handled fairly or would like the response to be reviewed after your Stage 2 response, you can contact the Housing Ombudsman Service.
The Housing Ombudsman is an independent and impartial organisation set up to help resolve disputes between tenants and social landlords.  

You can visit their website, call them on 0300 111 3000, email info@housing-ombudsman.org.uk or contact them by post, Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET.

Reasonable Adjustments

During the process we will make any reasonable adjustments you might need, which could include:

  • Using your preferred communication method right the way through the complaints process.
  • Making sure we do not ask for a complaint to be made in writing if this is a barrier or disadvantage due to a disability, vulnerability or additional needs.
  • Making an extension to time limits (where it is lawful to do so).
  • Giving you information in alternative formats, such as large print, Braille or on coloured paper.
Key documents

To find out how we are performing in other areas click here.