Leaseholder and Shared Owner Service Standards

At Gateway Housing, we’re proud to be a community-based landlord rooted in the East End. We’re committed to providing safe, well-managed homes and building relationships based on trust, transparency, and respect.

These standards outline what you can expect from us as a leaseholder or shared owner — and what we ask from you in return — so we can make Gateway communities great places to live.

Our Commitments

Clear Communication
We’ll treat you with courtesy, communicate in plain language, and keep you informed about estate services, maintenance, and major works.

Transparency on Costs
We’ll provide accurate service charge estimates, explain how costs are calculated, and manage contracts responsibly.

Safe, Well-Maintained Buildings
We’ll maintain communal areas, carry out safety checks, and consult you before major works.

Safety First
We comply with all building and fire safety laws and act quickly on safety concerns.

Excellent Customer Service
We aim to resolve issues first time, keep you updated, and handle complaints fairly.

Support for Shared Owners
We’ll provide clear guidance on rent reviews, staircasing, and resales.

Your Rights and Responsibilities

You have the right to clear information, consultation on major works, and fair complaints handling.
We ask you to maintain your home, pay charges on time, treat others with respect, and provide access for inspections and safety checks when needed.

Our Promise

We’re more than a landlord — we’re part of the community. By working together, we can create safe, thriving neighbourhoods where everyone feels valued and proud to call Gateway home.