Report a repair


As a Gateway resident you have a right to expect repair work to be done quickly and efficiently. 

In order to ensure we respond to you repair needs as effectively as possible there's lots of ways you can report your repair:

  • By telephone – Free phone 0800 052 9922 or 0208 709 4300 and press option 5 to speak with a Customer Service Advisor.
  • Online - there is a quick and easy way to report non-urgent responsive repairs online vai the MyGateway portal. Click here and register with My Gateway.  
  • In writing to Gateway Housing Association, 409-413 Mile End Road, London E3 4PB.
  • In person at the office (address as above) 09.00 to 17:00 Monday - Friday. 

Out of hours emergency repairs service

We also have an out of hours repairs service for emergencies only. This is accessed by calling Freephone 0800 052 9922 between 17:00 and 08:00 during the week, all throughout the weekend and bank holidays and the call will be directed to our out of hours team.

Only those repairs that are categorised as emergency repairs and that become apparent to the resident outside of office hours are carried out outside normal working hours.

The tenant handbook provides details of how to contact the out of hours service and type of repairs will be carried out. In most cases, the work will be limited to making the problem safe and returning to deal with it during normal working hours.