1. Contrast:

National Customer Service Week 4-8 October 2021

National Customer Service Week is a week-long opportunity to raise awareness of customer service and its vital role in successful business practice and the growth of the UK economy.


Over the last eighteen months, it has been a challenging time for everybody. March 2020 saw the start of the nationwide lockdown in England in response to the global Covid-19 pandemic. As a result, we have seen many residents suffering immense hardship and, in some cases, extreme isolation. Our colleagues have also felt the impact and have risen to the challenge to support those who have been in most need during these incredibly challenging times.


We want to highlight and share some of the great work that our colleagues have done and continue to do:

Customer Services and Frontline Teams Highlights

Customer Services and frontline teams highlights:

  • 29718 calls to customer services
  • 00:01:38 Average wait time for calls to be answered was one minute and thirty-eight seconds
  • £183,000 secured in additional income for residents through Universal credit and other benefits
  • 9720 total repairs – 2563 were classed as an emergency repair, 3128 as an urgent repair, and 4029 as a routine repair.
  • 90% of repairs were completed within the timescale
  • 81% of residents were satisfied with repairs
  • 88% of residents were happy with major and planned works


Kate Franklin, Chief Executive, Gateway Housing Association, said, "We're striving to offer the best possible services to our customers, and we're constantly listening to feedback to find ways of delivering an even better experience. We'll continue to put customers at the heart of everything we do, and we're committed to learning and improving."


At Gateway, we're constantly working to grow and improve to help us fulfil our purpose in providing great homes for people in East London and to support communities to thrive.

You can read all about our work in our latest annual report 2020 - 21.