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Customer Insight

Your feedback is important to us. This page is dedicated to sharing the insight we have gathered, which helps to shape the services we provide. 
 
We welcome your feedback and suggestions to help us continuously improve, email feedback@communitygateway.co.uk.
 
Here are some key areas we closely monitor to understand your experiences and improve our services:
Call Handling

When you call us you will be presented with six call options which are detailed here. The following is a combined total of our current performance (April 24 - January 25).

0 Average Call Wait Time
0 Calls Answered
Complaints and Compliments 

We take all complaints and compliments as an opportunity to learn and improve. By listening to your feedback we can identify where we are doing well and where we need to make changes to improve.
The complaints figures relate to our formal complaints process. The percentage of complaints upheld is where we have unfortunately not met the expected standards when delivering our services. Find out more about our complaints process here. The following is our current performance (April 24 - January 25). 

Complaints
0 Complaints Received
0 Complaints Upheld
Nine investigations ongoing
Housing Ombudsman Cases
0 Housing Ombudsman Outcomes Received
Nine outcomes pending
0 Maladministration Found
The Housing Ombudsman found no maladministration and made zero recommendations regarding the services delivered by Community Gateway or the handling of the complaints
Compliments
0 Compliments Received
Transactional Satisfaction Surveys 

We regularly carry out transactional surveys after a specific service has been delivered to understand your experience. These ongoing surveys help us track satisfaction levels across a range of services. If you have not received a transactional survey and would like to share your feedback email feedback@communitygateway.co.uk. The following is our performance from April 24 - December 24.

0 At the end of each transactional survey, tenants are asked to rate their overall satisfaction with CGA
Asset Management Satisfaction
0 Responsive Repairs
0 Gas Service
0 Major Adaptations
0 Minor Adaptations
0 New Build Homes
0 Home Improvements
Tenancy Services Satisfaction
0 Lettings Process
0 Handling of Anti-Social Behaviour
Complaints Satisfaction
0 Handling of Complaints

Thank you for sharing your views and helping us improve. To see how your feedback is shaping our service delivery view our Service Transformation Strategy