Make a complaint

We make every effort to get things right, but there may be times when our services do not meet your expectations.

Your opinions are very important to us and we want to hear from you if you feel that we have got something wrong.

By using our complaints process, you can give us the opportunity to put things right quickly and effectively.

We define a complaint as: 

'an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.'

We make every effort to get things right. However, there may be times when our services do not meet your expectations. Your opinions are very important to us and we want to hear from you if you feel that we have got something wrong or failed to deliver a service properly. By using our complaints process, you can give us the opportunity to put things right quickly and effectively.

What is not a complaint?

We will not treat any of the following as a complaint as these are examples of first requests:

  • repairs that you have not already reported
  • repairs that are not completed or only partly completed, but are still within our completion timescales
  • new reports of noise or anti-social behaviour
  • new applications for transfers or requests for mutual exchanges or
  • requests for advice or information Any complaints must be made within six months of the event, or within six months of the complainant last contacting us about the issue.

We will not use this procedure to respond to legal action against us.

If legal action is taken against us, we will stop any investigation we are making into a related complaint.

Housing Ombudsman Complaint Handling Code

The Housing Ombudsman published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly. Landlords have been asked to complete a self-assessment against the code and publish the results. You can view our self assessment here.

How to complain

We accept complaints in any of the following ways.

  • Phone – call 020 8709 4300
  • Letter – write to Gateway, 409-413 Mile End Road, London, E3 4PB
  • In person – at our head office (as above). We will also accept complaints from another person on your behalf, with your permission.
  • Email – send your email to complaints@gatewayhousing.org.uk

The complaints process

Our complaints process has two internal stages.

We will try to sort out your complaint quickly.

We will record all complaints we receive and report on how we have performed in the residents’ annual report.

We will contact you once we have sorted out your complaint to find out if you were satisfied with how we handled it.

Stage one

We will confirm receipt of your complaint within three working days. We will investigate and send you a full response within 10 working days.

Stage two

If you are not satisfied with our response to stage one, you can move to stage two by contacting us within 30 calendar days. We will refer your complaint to a senior manager of the service who will review the matter. We will send you a written response within 15 working days.

Personal details

Note: Questions marked by * are mandatory







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