Meet our Complaints Team

We know that sometimes things go wrong. When they do, we're here to listen, understand what’s happened and help find a way forward. 

Below you can meet the people who handle and support complaints at Gateway. You can get in touch with us by: 

For more information about how to make a complaint, click here.

Jahanara

Jahanara Rajkoomar, Director of Customer Services

Jahanara is the Director of Customer Services and has responsibility for all resident services and responsive repairs services.  She has a proven track record of delivering strategic and innovative social solutions that benefit both the business and its customers. She leads our Customer Services Directorate and is responsible for ensuring that our residents receive a high standard of service across all areas of our work.  

She has worked in social housing since 2009 in various roles focused on improving the experience of customers and communities. 

Katy Marx - Governance and Executive Support Manager

Katy Marx - Governance and Executive Support Manager 

Katy joined Gateway Housing Association in November 2021, bringing experience from across the housing sector, including roles at One Housing and CHP. 

Katy is passionate about putting customers at the heart of services. She believes in listening to residents, understanding their experiences and working collaboratively with colleagues to continually improve the services Gateway provides. 

Before moving into housing, Katy worked in insurance and law and spent more than six years supporting people in an acute psychiatric unit. These experiences have shaped the empathy, compassion and understanding she brings to her role today. 

Katy is committed to ensuring services are accessible, inclusive and responsive. She believes that by listening, learning and working together, Gateway can achieve better outcomes for residents and continue to strengthen the communities we serve. 

Reshma Khanom Governance and Complaints Officer
Reshma Khanom  - Governance and Complaints Officer
Reshma brings over three years of dedicated experience at Gateway, contributing across the Customer Resolution Team, HomeWorks, and the Asset Team. This cross-functional background has given her a strong understanding of operational processes, service standards, and customer expectations. She is known for her accountability and commitment to delivering high-quality service. With a proactive, customer-focused approach, she consistently works to resolve issues efficiently and fairly. In her role within the Complaints Team, Reshma plays a key part in ensuring thorough investigations, clear communication, and timely resolutions, making her a valued and trusted member of the team.

Helen Camblin-Smith - PA and Governance Support

Helen Camblin-Smith - PA and Governance Support

Helen joined Gateway Housing Association in July 2024 and brings around a decade of experience supporting senior leaders within the housing sector, including roles at CHP (now Delta Housing Association) and Gateway. 

As an Executive Assistant, Helen supports senior leadership and works closely with Board and Committee members, colleagues and external partners. She plays an important role in coordinating executive activity and ensuring effective communication across the organisation. 

Helen is passionate about social and affordable housing and understands the positive impact that good housing services can have on individuals, families and communities. She brings a collaborative and welcoming approach to her role, using her experience and organisational skills to help colleagues work effectively and deliver for residents.