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Tenant voice - page header

Tenant Voice - making a change

We continually listen to our tenants' views, using the feedback they provide to improve our services, ultimately changing the overall experience they have with us for the better.

We know how important it is for tenants to see change when something isn’t right, so we make sure that any feedback we get is listened to and acted upon where possible.


We gather feedback through lots of different ways, including:

  • Online - through our Tenant Hub and social media pages
  • Engagement activities – door-knocking / community activities / focus groups / Clean and Green Inspectors / Tenant Hub
  • Consultation surveys – these are targeted questions about specific services we ask tenants to help us improve
  • Partners – we gain feedback from our Community Partners
  • Scrutiny exercises – where tenants take a ‘deep-dive’ into a service area to give us feedback and make recommendations for improvement
  • Complaints – we use complaints to see where we can improve
  • Transactional surveys – this is your feedback on a service you have received
  • Conversations with CGA colleagues – this can be through door-knocking or at community events
  • Mystery shopping – this is where tenants ‘test out’ our services and give us feedback
Tenant meeting

Together with Tenants Charter

We are proud to be an adopter of the Together with Tenants Charter: a sector-wide initiative which aims to strengthen the relationships between landlords and their tenants. The Charter sets out what tenants can expect from us as their landlord, and supports our approach to increasing the Tenant Voice throughout the organisation. To find more about the commitments we have signed up to and to read the full Charter, click below.

You said, we did

There are many things happening at Community Gateway that are in response to tenant feedback. Take a look below at some examples.

  • Text message appointment reminders
    You said
    you wanted to receive repairs appointments and reminders by text message

    so we introduced a text message system into our repairs appointment service.

  • Reducing social isolation in older people
    You said
    you wanted support with reducing social isolation in older people

    so we have worked with several partners to introduce a free activities programme for older tenants to enjoy.

  • Changing op working hours
    You said
    you wanted more choice of repairs appointment times

    so we changed the working pattern of our operatives so we can now offer a greater range of evening and weekend appointments.

  • IMG_6596
    You said
    you wanted online opportunities to get involved

    so we introduced our Tenant Hub and Tenants Only Facebook Group, providing you with a quick and easy way to find out about and take part in our activities.

  • Changed phone lines
    You said
    you wanted to speak directly to teams when calling us

    so we changed our phone system and now all calls go directly to the specialist team you need.

  • Focusing on ASB
    You said
    you wanted us to only deal with neighbourhood issues that are our responsibility

    so we will focus on dealing with anti-social behaviour issues which are our responsibility and provide you with information on what should be reported where.

  • GYN font 12
    You said
    you wanted the text in our tenant newsletter, Gateway News, to be bigger

    so we now produce the document in font size 12.

  • Winter warmer session
    You said
    you are struggling with the cost of living

    so we delivered several activities to support you to sustain your tenancy including cooking-on-a-budget, winter warmer sessions and cost-of-living workshops.

  • Making a complaint online
    You said
    you wanted to be able to easily make a complaint online

    so we added a complaint reporting button on the homepage of our website.

  • Colette-on-the-phones
    You said
    you wanted to know what number you are in the queue when calling our repairs service

    So we have introduced call-waiting position numbers for all incoming calls to our repairs team.