Your feedback

Your feedback helps shape the services we provide. Whether it's through surveys, resident groups, panels or local events, we want residents to have a voice in the decisions that affect their homes and communities.

Listening to residents is an important part of how we improve our services and shape future decisions at Gateway. We want to understand what matters most to residents and make sure your experiences, ideas and feedback help influence the way we work.

There are lots of ways you can share your views and get involved.

Benefits of Getting Involved

Getting involved is a great way to make a difference in your community and help improve services for all residents.

Benefits can include:

  • Developing new skills and knowledge
  • Gaining experience that may support your career development
  • Meeting new people and working as part of a team
  • Accessing training, support and guidance
  • Receiving references and CV support for regular participation
  • Taking part in activities that may include shopping voucher incentives

We offer opportunities during the daytime, evenings and weekends, both online and in person, to make it easier for residents to get involved.

Resident Groups and Panels

Our resident involvement framework brings together a range of groups that work with Gateway to review services, discuss resident priorities and help shape service improvements.

Gateway Residents' Voice

A strategic resident group that works closely with Gateway's Board and senior leadership team to ensure residents' views help influence decision-making.

Resident Forums

Service and tenure-based groups that look at how we deliver services and identify opportunities for improvement.

Scrutiny Panel

A resident-led panel that reviews services in detail and makes recommendations to improve performance and customer experience.

Local Meetings and Community Engagement

We offer a variety of opportunities to meet with Gateway colleagues and share your views.

Local Meetings and Drop-ins

Informal opportunities to meet with Gateway staff either online or at venues near where you live.

Day of Connections

A targeted programme where we visit residents directly in their neighbourhoods to hear feedback and better understand local issues and priorities.

Surveys and Feedback

We regularly ask residents for feedback to help us improve our services and make sure we're meeting the standards you expect from us.

After a repair, enquiry or case has been resolved, we may contact you by email, telephone or post to ask about your experience. These short surveys give you the opportunity to tell us how satisfied you were and share any additional comments or suggestions.

TSM Feedback 2024/25:

TSM

TSM Feedback 2025/26:

TSM

We currently ask for feedback on:

  • Repairs
  • Customer Resolution Team enquiries
  • Anti-social behaviour cases
  • Complaints handling

Please see here the latest feedback collated from our formal groups.

Tenant Satisfaction Measures (TSMs)

Each year, an independent Tenant Satisfaction Measures (TSM) survey is carried out on Gateway's behalf by CX feedback.

The survey helps us understand how residents feel about the services we provide and enables us to compare our performance against other housing providers.

The results are published annually here and help shape future service improvements.

Feedback outcomes

We use feedback from the Tenant Satisfaction Measures (TSMs) to review our services and make improvements based on what residents are telling us. We do this in the Continuous Improvement Group by looking at satisfaction and the comments people make when completing the survey.

We also share regular updates about TSMs with residents at Gateway Residents Voice.

These are some of the key improvements we’ve made and ways we have worked with residents to improve services.

  • Published a reviewed contractor code of conduct on our website and shared it with contractors at a summit
  • Service standards and information about safety checks in residents’ homes updated and clarified on website
  • Piloted estate walkabout on 3 estates
  • Introduced targeted messaging by tenure and scheme resulting in an increased open rate of emails and ebulletins
  • Adopted a tone of voice for all letters, emails and website content so that they are straight forward and easy to understand
  • Posted Resident Service Specialists’ and their managers responsibilities and contact details on (add number) of estate and scheme notice boards
  • Reviewed and updated our website to make it easier to understand and find out the right information.

We have worked with residents in the following ways:

  • Consulted Gateway Residents Voice about the Asset Management Strategy, Corporate Strategy, Resident Engagement and Community Investment Strategies
  • Consulted the General Needs Forum about fire and building safety information and responsibilities.
  • Supported the Resident Scrutiny Panel while they carried out scrutiny reviews of Repairs, ASB and TSM information 
  • The Policy Panel have provided feedback about the following policies, Pets, Parking, STAIRS, Tenants and Resident Associations, Resident Expenses 

Interested in getting involved?

We're always looking for residents who want to help shape our services and communities. Whether you can spare a few minutes to complete a survey or would like to join one of our resident groups, we'd love to hear from you. If you are interested, please contact us at: customer.experience@gatewayhousing.org.uk