Our performance

We measure our performance and continuously strive to enhance our services through customer feedback.

Complaints performance for 23/24

 

Complaints performance

 

Complaints relative to the size of the landlord (Stage 1) per 1000 units: 81.1

Complaints relative to the size of the landlord (Stage 2) per 1000 units: 11.2

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 94.7%

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 100%

Customer satisfaction with Gateway's approach to complaints handling: 31.9%