Complaints & Compliments
We welcome your compliments, complaints and comments to help us improve our services. We will make sure that your feedback is addressed fairly, effectively and promptly.
We want to hear from you
At Community Gateway Association (CGA), we are committed to providing an excellent service and ensuring the tenant voice shapes our services. Whether you want to tell us about the great customer service you received, or something that did not go as planned, we want to hear from you.
Our approach to complaints is simple and accessible and we have a clear Complaints Policy in place which is available to all customers. We manage our complaints in line with the Housing Ombudsman's Complaint Handling Code - a copy of our self-assessment can be found here.
Ways to provide feedback
- Compliments - You are happy with a service you have received and want to let colleagues know.
- Complaints - You are dissatisfied with a service you have received from us and want us to investigate it.
- Comments - You would like to suggest how we can improve our services.
How to give us feedback
Submit a compliment, complaint or comment via any of the methods below:
- Online - Complete the form below
- Phone - 0800 953 0213 (option 6)
- Email - complaints@communitygateway.co.uk
- Visit us - Harbour House, Portway, Preston, PR2 2DW
Tell us more
Acknowledgement
Stage 1 Investigation
Your complaint will be assigned to an Investigating Manager who will respond within 10 working days.
(If our investigation needs more time, we will provide you with a reason and a new deadline)
Stage 2 Investigation
If you are unhappy with the Stage 1 response, you can ask for a review of the decision. An Independent Head of Service (Senior Manager) who has not previously been involved in your case will respond within 15 days.
(If our investigation needs more time, we will provide you with a reason and a new deadline)
Housing Ombudsman Service
We are committed to working with you to resolve your complaint and we will try our best to find a resolution.
If you feel that your complaint is not being handled fairly or would like the response to be reviewed after your Stage 2 response, you can contact the Housing Ombudsman Service.
The Housing Ombudsman is an independent and impartial organisation set up to help resolve disputes between tenants and social landlords.
You can visit their website, call them on 0300 111 3000, email info@housing-ombudsman.org.uk or contact them by post, Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET.
Reasonable Adjustments
During the process we will make any reasonable adjustments you might need, which could include:
- Using your preferred communication method right the way through the complaints process.
- Making sure we do not ask for a complaint to be made in writing if this is a barrier or disadvantage due to a disability, vulnerability or additional needs.
- Making an extension to time limits (where it is lawful to do so).
- Giving you information in alternative formats, such as large print, Braille or on coloured paper.
Oversight from our Board
We provide a Customer Insight Report to our Board and Tenants Committee, Gateway Central, every quarter. We have a dedicated team focusing on Customer Insight and learning from complaints, compliments and comments we receive.
Tenant Board member, Pam Watson, is responsible for making sure we handle complaints in a way that tenants are happy with. Her role is to:
- Provide our Board with regular information/updates on things that have not gone to plan and are not working as they should
- Work with us to identify trends in our complaints, so that we can increase satisfaction amongst tenants for the way complaints are handled
Our Executive Director of Customers & Communities, Louise Mattinson, is the senior lead person for complaints. Her responsibility is holding us accountable for our complaint handling and making sure we implement the changes required to improve our services.
Key documents
To find out how we are performing in other areas click here.