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Complaints-&-compliments---page-header

Make a comment, complaint or compliment

We welcome your comments, complaints and compliments to help us improve our services.

When things go wrong

Community Gateway Association (CGA) is committed to providing an excellent service and to treating tenants fairly and with respect. We recognise that sometimes things go wrong, and when this happens we will do our best to resolve the issue as quickly as possible.

We follow the Housing Ombudsman’s Complaints Handling Code when dealing with complaints.

The Housing Ombudsman is an independent, impartial and free service for social housing tenants, who help to resolve disputes between tenants and social landlords. 

What we will do:

  • We have a clear Complaints Policy and process in place which is available to all customers.
  • We will acknowledge your complaint within two working days.
  • Stage 1: We will investigate and respond to your complaint within 10 working days after it has been acknowledged unless we notify you otherwise.
  • If you are unhappy with the Stage 1 complaint response, we will escalate your complaint to a Independent Head of Service (senior manager) who has not previously been involved in your case. We will respond to your Stage 2 complaint within 15 days unless we notify you otherwise.
  • Our Service Improvement Team monitor complaint performance to make sure responses are timely, and that we learn from the feedback provided by complaints.
  • We will use your feedback to improve our services.

Alternatively, you can contact us using the details below:

Tell us more

The Housing Ombudsman Service

We are committed to working with you to solve issues 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.

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

Our annual self-assessment against the Housing Ombudsman's Complaint Handling Code is below:

If necessary, we will adjust our complaints service to make sure you are not at a disadvantagedue to a disability, vulnerability or additional needs, if you wish to make a complaint. During the process we will discuss any reasonable adjustments requirements you might need, which could include:

  • Using your preferred communication method right the way through the complaints process
  • Making sure we don't 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's lawful to do so) 
  • Giving you information in alternative formats, such as large print, Braille or on coloured paper.
A compliments and complaints update

We are committed to providing the best possible service to all our customers, but we know we’re not perfect and sometimes we might get things wrong. If you are unhappy with any part of our service, it’s important that you 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 we really appreciate it when you take the time to let us know when we’ve exceeded your expectations.

In the last year we received 81 complaints, with approximately 65% of these being upheld or partially upheld. Many of these complaints have resulted in changes to our procedures or working practices, as well as additional training for our colleagues.

We always strive to learn from your feedback, and we have made several changes as a result including:

  • The procedure for when tenants do not allow us access to their home was updated and amended so it was clear and easy for colleagues to follow.
  • Teams were re-trained in our procedure for when tenants do not allow us access to their home for gas servicing.
  • Worked with the Royal National Institute of Blind People (RNIB) to look at our website and other communications to ensure our services are accessible to those with visual impairments.
  • Additional checks are being carried out on Community Gateway owned land that has become a target for fly-tipping.
  • Updated our Damp, Mould and Condensation policy and procedure, with additional information and advice provided on our website.
  • Additional information will be provided to tenants and residents when works are taking place in communal areas around your homes to ensure you are fully informed.

In the last year, we also received 67 compliments about the services we provide and the people who work for us. Gateway PropertyCare received the most compliments, with tenants praising their high-quality work in your home and great customer service.

Please do get in touch in whatever way suits you if you need to make a complaint or want to inform us about any concerns you have, we are here to help and want to improve our services to provide you with the best service we can.