How to make a comment, complaint or compliment

feedback

We welcome your comments, complaints and compliments to help us improve our services. You can find how to give us your feedback below.

  • You can send your feedback using the form below
  • Email complaints@communitygateway.co.uk
  • If you prefer to speak to a member of our team please call us on 0800 953 0213
Comments, Complaints and Compliments

Note: Questions marked by * are mandatory


You can also contact the Housing Ombudsman for support and advice during any stage of the complaints process if you feel that your complaint is not being handled fairly or appropriately. If you would like to raise any issues with the Housing Ombudsman you can call them on 0300 111 300. Alternatively please visit their website.

Compliments and Complaints update

At Community Gateway we are committed to providing the best possible service to all our customers but sometimes we get it wrong, if you are unhappy with any part of CGA’s service, please let us know, if you don’t tell us, we cannot try to put it right. It is also great to hear when we have provided you with excellent service and really appreciate it when customers take the time to let us know when we have got it right.

 

In the past year...  

We have received 128 compliments about the services we provide and the people who work for us. Gateway Property Care and the Customer Services Team received the most compliments, with their friendly and professional manner being the most frequent compliment given by customers.  

We have received 33 complaints, with 18 of these complaints being upheld, resulting in changes to our procedures or additional training to ensure we learn from the feedback we receive.

 The average time taken to resolve a complaint was 2 days using the ‘resolve in 5 route’ – 5 day target.  

The average time to resolve a complaint was 8 days using the ‘investigate it route’- 10 day target.

If you would like to be involved in scrutinising CGA’s services, or if you need any further information, please contact the Governance and Compliance Manager on 0800 953 0213

Further information

Further information on our comments, complaints and compliments procedure can be found in the documents below. 

 Complaints Leaflet Complaints Procedure Complaints Handling Code