We want to hear from you

At Community Gateway Association (CGA), we are committed to providing an excellent service and ensuring tenants' voices shape our services. Whether you want to tell us about great customer service you received, or something that didn't go as planned, we want to hear from you. 

Any compliments we receive are used to understand what we are doing well and implement this across the organisation. When things don't go as planned, we will do our best to resolve the issue as quickly as possible.

We manage our complaints in line with the Housing Ombudsman's Complaint Handling Code, and we have a clear Complaints Policy in place which is available to all tenants. Our approach to complaints is simple and accessible and we will always share information with tenants.

The Government has launched the ‘Make Things Right’ campaign to raise awareness among social housing tenants to make sure they know how to make things right when it comes to making a complaint. To find out more click here.

 This short video also explains what to expect when making a complaint:

If you make a complaint:

• We will acknowledge your complaint within two working days.
• Stage 1: We will investigate and respond to your complaint within 10 working days after it has been acknowledged unless we notify you otherwise.
• Stage 2: If you are unhappy with the Stage 1 complaint response, we will escalate your complaint to an Independent Head of Service (Senior Manager) who has not previously been involved in your case. We will respond to your Stage 2 complaint within 15 days unless we notify you otherwise.
• Our Service Improvement Team will monitor complaint performance to make sure responses are timely and that we learn from feedback.

During the process we will discuss any reasonable adjustments you might need, which could include:

• Using your preferred communication method right the way through the complaints process.
• Making sure we don't 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's lawful to do so).
• Giving you information in alternative formats, such as large print, Braille or on coloured paper.

You can submit a comment, complaint or compliment using this online form. Alternatively, you can contact us using the details below:

• Email - complaints@communitygateway.co.uk
• Phone - 0800 953 0213 (option 6)