Leaseholder and Shared Owner Service Standards   

At Gateway Housing, we’re proud to be a community-based landlord rooted in the East End. We are committed to providing safe, well-managed homes and building relationships based on trust, transparency and respect. 
This charter outlines what you can expect from us as a leaseholder or shared owner — and what we ask from you in return — so together we can create safe, welcoming communities and places people are proud to call home. 

Our commitments 

  • Clear communication 
    We will treat you with courtesy, communicate in plain language and keep you informed about estate services, maintenance and major works. 
  • Transparency on costs 
    We will provide accurate service charge estimates, explain how costs are calculated and manage contracts responsibly and fairly. 
  • Safe, well-maintained buildings 
    We will maintain communal areas, carry out required safety checks and consult with you before major works take place. 
  • Safety first 
    We comply with all building and fire safety legislation and act promptly on safety concerns. 
  • Excellent customer service 
    We aim to resolve issues as quickly as possible, keep you updated and handle complaints fairly and professionally. 
  • Support for shared owners 
    We will provide clear guidance on rent reviews, staircasing and the resale process.