Independent · not part of Gateway Housing Association
Gateway Housing Association complaints, compensation and disrepair claims
Your options if Gateway Housing Association hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkRepairs and phone numbers: Gateway Housing Association repairs
LandlordGateway Housing Association
Has Gateway Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Gateway’s repair contactsFree to check · About 2 minutes
You can complain to Gateway Housing Association, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Gateway Housing Association hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with 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 Gateway
This can get Gateway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order 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.
- 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 Gateway Housing Association
- 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 Gateway Housing Association asking for the repairs and compensation. Under the court rules for housing conditions claims, 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 Gateway Housing Association
Gateway Housing Association has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Gateway
Receipt confirmed within 5 working days, with a full response within 10 working days.
- Stage 2
Ask for a review
Reviewed by the Head of Service responsible, with a written response within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Gateway to put things right.
Complain onlinegatewayhousing.org.uk
By emailcomplaintsandresponses@gatewayhousing.org.uk
By phone020 8709 4300
From gatewayhousing.org.uk, checked 9 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimGateway’s record
What the regulator and Ombudsman found
of Gateway tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Gateway in 2024/25 were maladministration.
Sources: Gateway tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Questions
Gateway Housing Association complaints and claims: questions
How do I complain to Gateway Housing Association about repairs?
Online: gatewayhousing.org.uk. By email: complaintsandresponses@gatewayhousing.org.uk. By phone: 020 8709 4300. Say what the problem is, when you reported it, and what you want done.
How long does Gateway Housing Association have to reply to a complaint?
Stage 1: receipt confirmed within 5 working days, with a full response within 10 working days. Stage 2: reviewed by the Head of Service responsible, with a written response within 20 working days.
Can I claim compensation from Gateway Housing Association for damp and mould?
You could, if you reported it and Gateway didn’t fix it in a reasonable time. A law firm on our panel can take it up with Gateway for you.
Start your claimHas the Housing Ombudsman found Gateway Housing Association at fault?
In 2024/25 the Ombudsman found maladministration in 60% of its findings about Gateway.
Why use Report Repair?
A law firm on our panel takes your claim up with Gateway Housing Association: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with 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 Gateway?
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Still waiting for Gateway Housing Association to fix it?
About 2 minutes. No documents. Free to check.