Our performance

We measure our performance and continuously strive to enhance our services through resident feedback.

According to our most recent survey, our overall residents’ satisfaction rate was 59%. To enhance our residents’ satisfaction in the upcoming years, we aim to personalise our services and communication strategies.

Performance Highlights from 2022-2023

Repairs

  • 82.2% of residents reported satisfaction with how we handled their most recent maintenance repair, including their interactions with contractors.
  • 85.3% of all repairs were completed on time.
  • Gas servicing compliance has consistently remained at 100%.
  • In our efforts to address damp and mould concerns, we achieved a 100% success rate in booking mould surveys within two working days of receiving a report.

Homes and Development

  • 91% of residents reported satisfaction with our New Homes Aftercare service.
  • 64% of residents were satisfied with the safety of their homes, with 31% expressing high satisfaction.
  • 67% of residents were satisfied with the quality of their homes, a proportion that has remained unchanged since 2021.

Resident Engagement and Voice

We are committed to engage with our residents, prioritising and empowering their voices to help improve our communities and services. In 2022, we revamped our customer and community engagement approaches with support from the Housing Association Community Trust (HACT)

Anti-Social Behaviour (ASB)

We received 41 reports of new cases of anti-social behaviour (ASB) during the 2022-23 financial year. After conducting a comprehensive investigation, we closed 32 of these cases. Below is a breakdown of the types of reports we received.

Resident Calls

Last year, we received 13,765 resident calls. We answered 78.37% of them within three minutes.

Helping them when things are difficult

  • Our team supported 293 households to maximise their income with over £190,000 of extra benefi ts, grants and charitable payments. This averages at £648 per household.
  • Post-pandemic, we provided residents with opportunities to meet sta directly and locally to discuss issues or schedule inspections.
  • During extreme weather conditions, the Housing Team reached out to over 80 vulnerable residents, offering assistance to make sure they were safe and well.

New Tenants

In the last financial year, we let out 105 new properties.

Complaints handling

When we receive feedback and complaints from customers, it helps us to understand what has worked well and allows us to put things right to continuously improve our services.

In 2022/23 we received a total of 396 complaints, up from 227 in 2021/22 (74.4% increase). This level of increase has been experienced across the social housing sector following the welcomed increased powers of the Housing Ombudsman and the revised Complaints Handling Code, which raises expectations and standards in service delivery. Gateway are rising to this challenge and we are busy redesigning it’s complaints handling process and applying additional resources to respond to increases in demand.

We have seen a slight improvement in satisfaction with our complaints handling during 2022/23 to 23%, with complaints responded to on time at 59% during the same period. This however, falls short of our expectations and we are working hard to improve our performance in these areas.