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Gateway Promises

We are delighted to share with you our brand-new set of Gateway Promises! These have been co-created with our customers and set out 17 clear commitments across six service areas, replacing our former 47 Service Standards. We think you will notice a tremendous difference.

In creating our Gateway Promises, we directly consulted with more than 280 of our customers over the last year. We also listened to what tenants told us when completing surveys, participating in focus groups, or raising complaints if we hadn’t got something quite right. This allowed us to consider a further 1200 views, with the whole process overseen by tenant body Gateway Central, who ensured we truly listened to and involved our customers every step of the way.

Rob Wakefield, CEO said:

Community Gateway was the very first housing association to be founded on the Gateway Model. This model, centred on the principles of tenant involvement and engagement, seeks to encourage and empower tenants to get involved in what the organisation does and how it does it.  Much has changed since Community Gateway was established in 2005 – however these founding principles remain as important now as they ever were and that’s why I’m really proud our new Gateway Promises have been developed by tenants for tenants.

As part of our Gateway Promises and in line with the Government’s White Paper, we are committed to keeping our customers regularly informed across a range of channels including the website, social media, and our quarterly newsletter Gateway News.

A printed version of the condensed Gateway Promises is included with your spring edition of Gateway News.

We understand how important it is for customers to know what you can and can’t expect from us. We have created this booklet to clearly set out our promises to you, our tenants.

Read and download our Gateway Promises here:

Gateway Promises - Full version

Gateway Promises - Condensed

If you would like to find out more and see how we are performing against these promises, please continue to visit our website or call 0800 953 0213.

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