85.4%
of tenants satisfied with our repairs service
79.3%
of tenants were satisfied with the time taken to complete the most recent repair
85.3%
satisfaction that the home is well maintained
0.0%
of CGA homes that do not meet the Decent Homes Standard
99.1%
of emergency repairs completed within target timescale (24 hours)
76.0%
of non-emergency repairs completed within target timescale (20 days)
88.8%
Satisfaction that the home is safe
100%
Gas safety checks completed
100%
Fire safety checks completed
100%
Asbestos safety checks completed
100%
Water safety checks completed
100%
Lift safety checks completed
74.3%
Satisfaction that the landlord listens to tenant views and acts upon them
85.9%
Satisfaction that the landlord keeps tenants informed about things that matter to them
86.3%
Satisfaction that the landlord treats tenants fairly and with respect
50.7%
Satisfaction with the landlord's approach to handling complaints
17.1
Stage 1 Complaints relative to the size of the landlord (per 1000 homes)
97.4%
Stage 1 Complaints responded to within the Complaint Handling Code timescales
3.4
Stage 2 Complaints relative to the size of the landlord (per 1000 homes)
100%
Stage 2 Complaints responded to within Complaint Handling Code timescales
86.5%
Satisfaction that the landlord keeps communal areas clean and well maintained
78.7%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
60.5%
Satisfaction with the landlord's approach to handling anti-social behaviour
19.9
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This was our performance against the 22 measures in 2023/2024.
We gathered feedback from our tenants through a Tenant Perception Survey which was sent out between 8th September 2023 and 18th October 2023. We used text message, postal, online and telephone surveys to gain feedback. A copy of the survey, including the accompanying letter, can be found here.
The survey was sent to 6,453 tenants and 1,211 responses were received. We worked with an external company called TP Tracker, to make sure the survey was delivered independently and that the responses we received were representative of our whole tenant population. Full details of our approach can be found here.
Overall satisfaction with CGA services: 78.6%
Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management
Our Response
We recognise that our results are not as good we would like them to be, so we are making a series of changes to improve the services we deliver to you.
We have shared these results with our strategic Tenant Committee, Gateway Central, who have scrutinised the results and will continue to have oversight of our work to improve services.
We have used the results from this survey, along with learning identified from tenant complaints, and tenant feedback from consultation activities, to create a Service Transformation Strategy. This strategy focusses on three themes:
- Putting customers at the heart of all we do
- Delivering brilliant basics
- Continuous improvement based on tenant feedback
The strategy and action plan clearly set out how we will improve our services to better meet the needs of our tenants, helping us to improve our performance. For further details of the strategy, click here.