Resident panels

Gateway Residents Voice is our strategic resident group, working closely with Gateway’s Board and leadership team to review performance, discuss resident priorities and help shape our services.

The group meets quarterly and plays an important role in making sure residents’ views are heard and influence decision-making at Gateway.

Want to find out more? Email: gatewayresidentsvoice@gatewayhousing.org.uk 

Key outcomes for 2025/26

Resident voice at Board level
GRV has helped make sure residents’ views are heard at a strategic level by Gateway’s senior leaders and Board.

Shaping our strategies
Members have provided feedback and suggestions on Gateway’s Corporate and Asset Management strategies.

Improving services and accountability
The group has helped strengthen communication with contractors and increase resident involvement in procurement.

More inclusive engagement
Members have helped shape our approach to resident engagement, including work with younger residents and communities that have previously been underrepresented.

Hear from our Chair

“Members have demonstrated strong levels of engagement and an appreciation of the strategic importance of this forum in strengthening the relationship between residents and Gateway.”

Kaveed Ali
Gateway Residents Voice Chair

The Resident Scrutiny Panel reviews Gateway’s services from a resident perspective and makes recommendations for improvement. Members review performance information, resident feedback and policies before presenting recommendations to Gateway’s Board.

Panel members receive training and support to help them carry out their role.

What the Panel reviewed in 2025/26

During 2025/26, the Panel completed three scrutiny reviews, resulting in over 30 recommendations for improvement across Gateway’s services.

These included reviews of contractor-responsive repairs, antisocial behaviour (ASB) and Tenant Satisfaction Measures (TSMs).

What changed as a result

Repairs and contractors
Residents helped shape a contractor code of conduct, an annual programme of planned works and greater resident involvement in procurement.

Antisocial behaviour
The Panel recommended clearer information about ASB on our website and in the residents’ handbook, alongside workshops for residents and colleagues to support a more consistent approach.

Tenant Satisfaction Measures
The Panel helped make TSM information and results clearer and more accessible, with the website redesigned to better reflect residents’ journeys and access to services.

Hear from our Chair

“The Scrutiny Panel has had a productive year, reviewing Gateway services, challenging processes and making recommendations for improvement. Gateway has welcomed the Panel’s feedback and worked with members to address issues and strengthen services.”

David O’Brien
Resident Scrutiny Panel Chair

Our Resident Forums give residents the opportunity to share feedback, discuss our services and help us understand where improvements are needed.

Our forums

Residents can take part in:

• General Needs Forum
• Enhanced Housing Forum
• Leaseholders and Shared Owners Forum

The forums meet every three months, giving residents an opportunity to discuss how our services are working, raise issues that matter to them and suggest areas for improvement.

What residents have been talking about

Recent discussions have included:

• Fire safety
• Antisocial behaviour (ASB)
• Service charges
• The introduction of our new resident portal

Get involved

Interested in joining one of our Resident Forums or suggesting a topic for discussion? Email: customer.experience@gatewayhousing.org.uk 

Our Policy Review Panel gives residents the opportunity to review Gateway's customer-facing policies and help make sure they are clear, accessible and reflect residents' needs.

What residents do

Panel members review our policies from a resident perspective, helping us identify where information could be clearer and where our approach could be improved.

Residents who take part receive a £10 voucher, in line with our Customer Incentives Policy.

Policies residents have reviewed

This year, residents have reviewed:

• Pets
• Parking
• STAIRs
• Tenants and Residents Associations
• Resident Expenses

Get involved

Would you like to help review Gateway's policies and make sure the resident voice is reflected in how we work? Email: customer.experience@gatewayhousing.org.uk 

Tenant and Residents’ Associations (TRAs) are local groups that bring residents together to improve their neighbourhoods and strengthen their communities.

TRAs give residents a collective voice to raise local issues, organise community activities and work with Gateway to make improvements in their area.

Interested in setting up a TRA?

Our Guide to Setting Up and Running a Tenant & Residents’ Association explains how to get started and what support is available. Read the TRA guide.