From the archives
Investing in better services
As part of this programme, we are investing in modern systems and tools that will improve the experience for both residents and colleagues.
This includes introducing a new housing management system to replace older technology and support more efficient, responsive services.
Working together
Gateway 2030 is a shared effort across the organisation.
We are working collaboratively to:
- Design better ways of working
- Improve processes
- Deliver meaningful change
Looking ahead
This transformation programme will help define the next chapter of Gateway — ensuring we continue to meet the needs of our residents and communities for years to come.
Service standards - Tenancy Management
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
Have your say
We carry out regular estate inspections on all of our larger estates and blocks. We encourage you to join us on estate inspections, you will have the opportunity to suggest areas for improvement on your estate.
The estate inspection is led by our Resident Services Team Leader. As part of the inspection, you will be involved in checking the condition of your estate, buildings and communal areas. You can advise on issues such as caretaking, rubbish and fly-tipping as well as reporting any repairs on your estate.
Have your say
We carry out regular estate inspections on all of our larger estates and blocks. We encourage you to join us on estate inspections, you will have the opportunity to suggest areas for improvement on your estate.
The estate inspection is led by our Resident Services Team Leader. As part of the inspection, you will be involved in checking the condition of your estate, buildings and communal areas. You can advise on issues such as caretaking, rubbish and fly-tipping as well as reporting any repairs on your estate.
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We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
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Working together
We are proud to be a member of the L12 group — a collective of community-focused housing associations in London working together to tackle the housing crisis and strengthen local communities.
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We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
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We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
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We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
Acc head
Accordion body...
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We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
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Tenancy Management
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents. This includes assisting new residents with moving in, providing ongoing support throughout the tenancy, managing lease renewals, and ensuring a smooth transition when moving out.
Our phone lines are down
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents.
Neighbourhood officers have a new name
We understand the importance of a secure and stable home. As such, our tenancy management practices are designed to provide comprehensive support to our residents.
70%
80%
One line of subheading over 2 lines
Last update: 2nd of April
Strong performance across the repairs theme, largely seeing an improvement
compared to last year. To strengthen our performance in completing repairs
within the target timescale, a number of key operational improvements have
been implemented. The planning team now run the late jobs report daily,
allowing for earlier intervention and better oversight of any jobs at risk
of breaching timescales.
In addition, we now have access to our external contractor’s scheduling
system, enabling us to close jobs in line with the completion dates
recorded on their system. This functionality has only recently been
introduced, and we expect to see its full benefits reflected in
performance over the course of the next financial year. We have also made
changes to our emergency follow-on process. Operatives no longer follow on
from emergency jobs, ensuring these are reviewed and actioned as they
should be. Planners now contact contractors within 24 hours of an
emergency being raised to confirm whether the work has been completed.
Where this cannot be confirmed through the contractor's system, the
planners proactively follow up to ensure timely closure of the job.
ullamco
70%
80%
One line of subheading over 2 lines
Last update: 2nd of April
Strong performance across the repairs theme, largely seeing an improvement
compared to last year. To strengthen our performance in completing repairs
within the target timescale, a number of key operational improvements have
been implemented. The planning team now run the late jobs report daily,
allowing for earlier intervention and better oversight of any jobs at risk
of breaching timescales.
In addition, we now have access to our external contractor’s scheduling
system, enabling us to close jobs in line with the completion dates
recorded on their system. This functionality has only recently been
introduced, and we expect to see its full benefits reflected in
performance over the course of the next financial year. We have also made
changes to our emergency follow-on process. Operatives no longer follow on
from emergency jobs, ensuring these are reviewed and actioned as they
should be. Planners now contact contractors within 24 hours of an
emergency being raised to confirm whether the work has been completed.
Where this cannot be confirmed through the contractor's system, the
planners proactively follow up to ensure timely closure of the job.
ullamco
70%
80%
One line of subheading over 2 lines
Last update: 2nd of April
Strong performance across the repairs theme, largely seeing an improvement
compared to last year. To strengthen our performance in completing repairs
within the target timescale, a number of key operational improvements have
been implemented. The planning team now run the late jobs report daily,
allowing for earlier intervention and better oversight of any jobs at risk
of breaching timescales.
In addition, we now have access to our external contractor’s scheduling
system, enabling us to close jobs in line with the completion dates
recorded on their system. This functionality has only recently been
introduced, and we expect to see its full benefits reflected in
performance over the course of the next financial year. We have also made
changes to our emergency follow-on process. Operatives no longer follow on
from emergency jobs, ensuring these are reviewed and actioned as they
should be. Planners now contact contractors within 24 hours of an
emergency being raised to confirm whether the work has been completed.
Where this cannot be confirmed through the contractor's system, the
planners proactively follow up to ensure timely closure of the job.
ullamco
