Gateway Central Blog - May 2025

It has been a busy time for Gateway Central, with two meetings back-to-back during May and June. I wanted to share an update on some of the key things we have been discussing during our meetings.

Before the first meeting, Gateway Central Members took part in an informal chat with the Regulator of Social Housing Inspection team as part of CGA’s regulatory inspection. It is great to see tenants being involved and for us at Gateway Central it is a chance to play an active role in making sure CGA is transparent, accountable and truly influenced by the tenant voice.

At the first meeting, we reviewed the latest Customer Insight Report, which looks at how CGA has performed over the last 12 months compared with the year before. The overall picture is positive, with most performance targets met. In particular, it was good to see that improvements have been made in areas where performance had previously fallen short – including non-emergency repairs and voids (empty homes). These are things that matter to tenants, so it is encouraging to see progress.

This was backed up by the most recent Tenant Satisfaction Measures (TSM) survey, which showed that 86% of tenants are satisfied with the overall service provided by CGA. That is a strong result and a sign that the organisation is moving in the right direction, but as always, there is still more to do.

We also received an update on CGA’s Community Empowerment and Investment Strategy. It was really interesting to see just how much is happening across different areas. It is clear that there is a real effort to involve as many tenants as possible and the priorities for next year will be shaped around the feedback gathered through the TSMs.

At our second meeting in May, we were pleased to welcome three new observers who came along to see what Gateway Central is all about. It is brilliant to see growing interest in the group and we hope to welcome more new members in the months ahead

The meeting provided us with an overview of the outcomes from the Customer Journey Mapping sessions, highlighting all the tenant recommendations made and management responses. It was reassuring to see the influence tenants have been able to have in a variety of CGA services.

Finally, we received a report on the latest scrutiny, which has been looking at written communication. The Scrutiny Group have been reviewing how clear, customer-friendly and professional CGA’s letters and leaflets are, and have made 36 recommendations to make them even more effective.


Thanks for reading, I will be back soon with another update. As always, if you are a tenant who wants to get involved or just find out more about Gateway Central, we would love to hear from you, click here to find out more!

 

 

 

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