Independent · not part of Community Gateway
Community Gateway complaints, compensation and disrepair claims
Your options if Community Gateway hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkRepairs and phone numbers: Community Gateway repairs
LandlordCommunity Gateway
Has Community Gateway been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Community Gateway’s repair contactsFree to check · About 2 minutes
You can complain to Community Gateway, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Community Gateway hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Community Gateway for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Community Gateway
This can get Community Gateway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Community Gateway to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Community Gateway’s own target for a routine repair is 20 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Community Gateway
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Community Gateway asking for the repairs and compensation. Under the court rules for housing conditions claims, Community Gateway should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Community Gateway
Community Gateway has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Community Gateway
Acknowledged within 2 working days, with a reply from an investigating officer within 10 working days.
- Stage 2
Ask for a review
Reviewed by a senior manager not involved before, with a reply within 15 days.
- Then
Housing Ombudsman
Independent. It can order Community Gateway to put things right.
Complain onlinecommunitygateway.co.uk
By emailcustomerservices@communitygateway.co.uk
By phone0800 953 0213
From communitygateway.co.uk, checked 7 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimCommunity Gateway’s record
What the regulator and Ombudsman found
Aug 2026: The regulator upgraded it from C2 to C1 after it improved its health and safety compliance checks and showed it now runs an efficient, timely repairs service.
of Community Gateway tenants were satisfied with how complaints were handled in 2024/25.
Sources: Regulator of Social Housing judgement, 26 August 2026; Community Gateway tenant satisfaction measures 2024/25.
Complaints against Community Gateway
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Community Gateway at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of damp in the bathroom. Read the decisionMaladministration
Source: Housing Ombudsman decisions.
Has Community Gateway let you down too? You could claim compensation.
Start your claimQuestions
Community Gateway complaints and claims: questions
How do I complain to Community Gateway about repairs?
Online: communitygateway.co.uk. By email: customerservices@communitygateway.co.uk. By phone: 0800 953 0213. Say what the problem is, when you reported it, and what you want done.
How long does Community Gateway have to reply to a complaint?
Stage 1: acknowledged within 2 working days, with a reply from an investigating officer within 10 working days. Stage 2: reviewed by a senior manager not involved before, with a reply within 15 days.
Can I claim compensation from Community Gateway for damp and mould?
You could, if you reported it and Community Gateway didn’t fix it in a reasonable time. A law firm on our panel can take it up with Community Gateway for you.
Start your claimHas the Housing Ombudsman found Community Gateway at fault?
Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Community Gateway: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Community Gateway on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Community Gateway?
Other landlords in the North of England
- East Riding of Yorkshire Council complaints and claimsCouncil
- First Choice Homes Oldham complaints and claimsHousing association
- ForHousing complaints and claimsHousing association
- Gateshead Council complaints and claimsCouncil
- Home Group complaints and claimsHousing association
- Riverside complaints and claimsHousing association
- Together Housing complaints and claimsHousing association
- Torus complaints and claimsHousing association
Still waiting for Community Gateway to fix it?
About 2 minutes. No documents. Free to check.