Complaints and Customer Feedback Team
At Gateway, we’ve introduced a dedicated Complaints and Customer Feedback Team to enhance how we handle your feedback and complaints.
We are focused on learning from complaints and improving the services we provide. The team will address all customer complaints, quicker and more responsively when things don’t go as planned.
Meet the team
Jahanara Rajkoomar - Director of Customer Services
Jahanara is the Director of Customer Services and has responsibility for all resident services and responsive repairs services. She has a proven track record of delivering strategic and innovative social solutions that benefit both the business and its customers. She leads our Customer Services Directorate and is responsible for ensuring that our residents receive a high standard of service across all areas of our work.
She has worked in social housing since 2009 in various roles focused on improving the experience of customers and communities.
David Lansdown — Transformation and Customer Experience Lead
David oversees the Customer Experience Team. This team is responsible for customer feedback and insights, engaging customers, devising policies and strategies, and leading projects for service improvement. David has over 25 years of experience in Social and Local Authority housing, as well as private sector consultancy experience in service transformation, leadership, and management. He is a fellow of both the Institute of Leadership and the Chartered Management Institute.
Katy Marx — Governance and Executive Support Manager
Katy plays a key role in the Gateway team, with responsibilities spanning across several areas. She supports the Board of Directors, Committee Members, and Executive Team, while also managing and overseeing the Complaints Department. Prior to joining Gateway Housing, Katy worked in law and insurance in the private sector for a significant part of her career.
Amarjit Bains - Board Member
Amarjit Bains joined Gateway’s Board in August 2021. Amarjit has held leadership roles for over a decade, specialising in delivering strategy, operations, and transformation. She has managed central government contracts and led social housing and private sector teams, including as Programme Director for homelessness support and prevention contracts across London. She is a board member at grassroots and mainstream organisations and an active member of Women in Social Housing (WISH).