I’m Alex, and I’m delighted to be writing my first blog as Chair of Gateway Central, our tenant committee. This group is all about ensuring that the tenant voice shapes the way Community Gateway operates, and I’m looking forward to keeping you updated on the work we’re doing.
At our latest meeting, we covered several key topics, starting with the Tenant Voice Tracker. This is a tool that helps make sure tenant feedback and recommendations are gathered and not just listened to but acted upon. It’s an important way of ensuring that Gateway is guided by tenants.
We also reviewed the Customer Insight and Performance Report for Quarter 3, which looks at performance across key areas like Asset Management and tenant satisfaction. While some targets are being met, others are slightly below expectations. There was also a focus on call wait times, which have risen recently. The team is working to improve this, and the Committee will be monitoring performance in this area over the coming months.
Late last year the Tenant Scrutiny Group carried out a detailed review of the level of Customer Service being delivered across Community Gateway, highlight what’s working well and where improvements are needed. In the meeting we received an update on this and the recommendations the group made to improve the CGA’s services.
One of the most important topics we discussed was the rent increase for 2025/26. The Committee reviewed the proposal of a 2.7% increase. We looked at how CGA’s rents compare to private sector housing and other social landlords and supported the recommendation, ensuring tenants had the opportunity to ask questions and share their views.
We also discussed investing in your home. There’s a new requirement for more frequent home inspections to ensure properties meet higher standards. Previously, HomeCare surveys were conducted every five years, but this will now be risk-based - meaning some homes will be inspected more often if needed.
Finally, we reviewed the Community Empowerment and Investment Strategy, which continues to support Tenant Engagement across our communities. Spotlight Sessions will continue to play a key role in gathering tenant feedback, and we’ll be keeping a close eye on progress.
I’m really pleased to be able to share these updates with you, and I look forward to continuing these blogs to keep you informed about the work Gateway Central is doing.
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