Housing Standards: Offering homes that give Stability, Safety and Warmth

Introductory Statement

At Gateway, we are committed to providing homes that give stability, safety and warmth. This page explains the housing standards we work to, how we monitor the quality of our homes, and what residents can expect from us as their landlord. Our approach is shaped by the Consumer Standards set by the Regulator of Social Housing and focuses on safety, quality, transparency and continuous improvement.

Our commitment to Quality Homes

Everyone deserves a safe, decent and well-maintained place to live. We maintain our homes to a good standard and invest in improvements where they are needed most. We use property information (collected from our stock condition surveys), resident feedback and service performance to help shape decisions, target investment and improve services over time.

What residents can expect from our Housing and Services

Safety

Keeping residents safe is our highest priority. We carry out a range of inspections, checks and compliance activities to help ensure our properties remain safe and meet all relevant legal and regulatory requirements. This includes gas safety checks, fire safety measures, electrical inspections, water safety management and asbestos monitoring. For more information about how we keep residents safe and what you can do to help, visit our Keeping You Safe pages. (link)

Property Standards

We regularly assess the condition of our homes and invest in improvements to keep them weatherproof, comfortable and equipped with modern facilities. This includes planned investment in key building components, responsive repairs and maintenance work identified through inspections, data and resident feedback.

Decent Homes Standard

What is the Decent Homes Standard?

The Decent Homes Standard sets out minimum expectations for social housing, covering safety, repair, modern facilities and thermal comfort. We monitor our homes against these expectations and use the findings to plan maintenance and improvement work.

The key criteria:

  • Is free from serious health and safety hazards
  • Is in reasonable state of repair 
  • Has reasonable modern facilities and services 
  • Provides a reasonable degree of thermal comfort

How Gateway monitors compliance: 

Meeting the Decent Homes Standard is an ongoing process. We monitor the condition of our properties through surveys, inspections, repairs data, compliance information and resident feedback. This helps us understand where improvements are needed and plan future investment effectively.

We do this by:

  • Carrying out stock condition surveys
  • Monitoring repairs and maintenance trends
  • Delivering planned improvement programmes
  • Reviewing property safety and compliance information
  • Listening to resident feedback about the condition of their property
How we monitor the quality of our homes

We use a range of information to understand the condition of our homes, identify where investment is needed and make informed decisions about future improvements.

Stock Condition Surveys

We regularly assess the condition of our properties to understand how they are performing and to identify any improvements that may be needed in the future.

Planned Investment Programmes

We invest in improvement programmes to maintain quality, replace ageing components and ensure our homes continue to meet residents’ needs.

Property Inspections

From time to time, we inspect properties to check their condition, identify any issues and help us plan maintenance and improvement works.

Resident Feedback

Residents help us understand what is working well and where improvements are needed. We use feedback from surveys, complaints, consultations and everyday interactions to help shape our services and investment priorities.

Planning for the future

We take a long-term approach to managing our properties, using information about their condition, performance and future investment needs to help ensure they remain safe, well maintained and fit for the future.

Resident Voice and influence

Residents should have meaningful opportunities to influence the services they receive. Through resident groups, surveys, consultations, feedback, complaints and scrutiny activities, residents help shape how we improve services and invest in our homes. We are committed to listening, learning and being transparent about changes made as a result.

Find out how you can get involved.

You said, we did

You said, we did

Our Performance

We ask our residents how well we are doing at providing good quality homes, and every year we publish the results of the surveys in our Tenant Satisfaction Measures report so residents can see how we are doing in areas that matter most, including repairs, safety, complaints and satisfaction. We use these measures to understand what is working well, identify opportunities for improvement and continue delivering safe, quality homes and services. Our 2025/26 report showed that: 

HS

More results and information are available in our Tenant Satisfaction Measures report.

Standards, Policies and Reports