Complaints and Customer Feedback Team
At Gateway, we’ve introduced a dedicated Complaints and Customer Feedback Team to enhance how we handle your feedback and complaints.
We are focused on learning from complaints and improving the services we provide. The team will address all customer complaints, quicker and more responsively when things don’t go as planned.
Meet the team
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.
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.
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.
Helen Camblin-Smith - PA and Governance Support
Helen has worked in the Social Housing Industry for seven years, specifically working with the Assets, Property Services and Finance teams as well as supporting Governance matters. Helen brings to Gateway a customer-focused approach to working and strives to ensure a positive customer journey experience in everything she does.
Amarjit Bains - GAP and Board Member
Amarjit Bains joined Gateway’s Board in August 2021. Amarjit has worked across sectors and held leadership roles for over a decade, specialising in delivering strategy, operations, and transformation. She has managed central government contracts and led social housing and private sector teams. In her current role as the Programme Director at Bridges Outcomes Partnerships – a not-for-profit social enterprise. She is responsible for co-creating interventions and delivering services based on achieving life changing outcomes. She leads on partnerships between the government, public, private and voluntary sectors to help address social challenges. Amarjit serves on the board as the Member Responsible for complaints.