Management Team

Resident Services Team 

The Resident Services Team at Gateway is committed to delivering good service across several critical areas: Tenancy Management, Customer Resolutions, Leasehold and Shared Owner Services, Income Management, and managing Anti-Social Behaviour. The team has a longstanding history in the field and deeply understands the unique aspects of our diverse communities.

Andre Thomas - Head of Housing

Andre Thomas is responsible for overseeing the Housing Services functions within the Customer Service directorate. These functions include Tenancy Management, Customer Resolutions, Leasehold and Shared Owner Services, Income Management, Anti-Social Behaviour, and Estate Services. 

In his role, Andre leads and manages the delivery of high-performing, customer-focused housing and community services. He is responsible for motivating and inspiring teams to deliver outstanding performance, ensuring high customer satisfaction, and providing value-for-money services to residents. 

As part of the Senior Management Team, Andre plays an ambassadorial role, representing the Gateway leadership and brand at meetings, events, briefings, and other functions.

Andre has worked in social housing for over a decade. He has been at Gateway since summer of 2023 and has prior experience working in Tower Hamlets (TH). He understands the borough’s diverse history and is keen to add value to TH and the neighbouring boroughs of Newham and Hackney. 

Property Services Team

The Property Services Team is responsible for maintaining and improving our properties to good standards while ensuring strict compliance with safety regulations and efficient asset management. The team takes care of mechanical and electrical (M&E) management and is dedicated to ensuring the safety and satisfaction of Gateway's customers by keeping our housing stock in good condition through regular upkeep and improvements.

Gary Mitchell - Head of Property Services

Gary Mitchell is the Head of Property Services and Asset Management at Gateway Housing. He took over the role in 2022 and has over 30 years of experience in social housing. His area of expertise includes overseeing property maintenance and repairs, managing M&E, ensuring compliance, leading fire and building safety services, and managing assets.

Gary's primary responsibility is to execute Gateway's Asset Management Strategy and Gateway's In-House Repairs Team (Homeworks).

Older Peoples Services (EHM)

The Older People Services (EHM) is committed to providing exceptional services to older people while supporting their independence. Led by Sheree Brooks, the team works tirelessly to exceed the service standards set by Gateway Housing, local authorities, and housing regulators.

Sheree Brooks — Operations Manager for Older Peoples services (EHM)

Sheree is the Operations Manager for Older People's Services (EHM). She has over 20 years of experience working in the social housing sector and leads a team of Scheme Managers and Coordinators to provide a customer-focused service that supports Gateway Housing residents in maintaining their independence. 

Sheree is responsible for ensuring that the team delivers a high-performing service in compliance with the standards set by Gateway, local authorities, and housing regulators. She plays a vital role in ensuring our older people's services deliver our corporate objectives of being an excellent and resident-focused landlord.

Customer Experience Team

The Customer Experience Team works to improve how customers experience Gateway services and interact with the company. They listen to and analyse customer feedback, get customers involved through various engagement forums, panels, and activities, ensure the company’s policies are fair, transparent, and customer-friendly, and support colleagues to continuously enhance Gateway services.

David Lansdown —  Transformation and Customer Experience Lead

David oversees the Customer Experience Team. This team is responsible for customer feedback and insights, engaging customers, devising policies and strategies, and leading projects for service improvement. David has over 25 years of experience in Social and Local Authority housing, as well as private sector consultancy experience in service transformation, leadership, and management. He is a fellow of both the Institute of Leadership and the Chartered Management Institute.

 

Governance and Executive Support Team

Katy Marx leads the Governance and Executive Support Team at Gateway, which is a crucial part of the organisation. The team provides efficient support to the Board and Executive Team and has specialised knowledge in managing and supervising the Complaints Department. 

Katy Marx — Governance and Executive Support Manager

Katy plays a key role in the Gateway team, with responsibilities spanning across several areas. She supports the Board of Directors, Committee Members, and Executive Team, while also managing and overseeing the Complaints Department. Prior to joining Gateway Housing, Katy worked in law and insurance in the private sector for a significant part of her career.