Our Team
Our team will keep in contact with you to check that you are happy with your new home and assist you with any issues that you may have.
Should you need to bring any matters to our attention, please contact Customer Services using the details below and we will arrange for them to be dealt with quickly and efficiently.
| Detail | Information |
|---|---|
| Telephone | 020 8709 4300 |
| Freephone | 0800 052 9922 |
| customer.services@gatewayhousing.org.uk | |
| Address | Gateway Housing Association, 409-413 Mile End Road, London, E3 4PB |
Once items are reported to us, our Customer Services Team will arrange for any necessary works to be attended to during normal office hours, making an appointment for a member of the Customer Service Team to review and assess them first if required.
Communal Facilities
Your Managing Agent, James Andrew Residential (JAR), is responsible for the communal areas of Trewby Building. These are managed on a day-to-day basis by the Concierge. Should you have any queries relating to the shared facilities and common areas, James Andrew Residential (JAR) can be contacted using the details below:
Estate Management
Development Manager
Julien Mbumba
Tel: 0207 501 2816
Email: RegentsViewConcierge@jaresidential.com
Deputy Development Manager
Chloë Newman-White
Tel: 0207 501 2816
Email: RegentsViewConcierge@jaresidential.com
Emergency Assistance
Contact us
409-413 Mile End Road
London
E3 4PB
Tel: 020 8709 4300
Freephone: 0800 052 9922
Email: customer.services@gatewayhousing.org.uk
An emergency repair is anything which puts the health, safety or security of people at immediate risk, or can badly affect the structure of a building. We aim to complete emergency repairs within four hours. If we are unable to do this, for example because we need to order a part, we will make your home safe and tell you when we will return to complete the work.
Below is a list of examples of situations that would require urgent attention:
- Total loss of power or where it affects the safety of occupants
- No hot water during November to April, once you have first checked with Metropolitan UK that it is not an issue they are responsible for
- Water leak that cannot be stopped or is damaging your home or adjoining apartments
- Loss of water supply, once you have checked with concierge that it is not a development issue
- Loss of heating during November to April; if you experience any loss of heating, you should also notify the concierge team
- Blocked drains or toilet within your apartment, not resulting from misuse such as wipes, fats or other inappropriate materials
- Toilet not working, if you only have one in your home
- Faulty lock meaning you are unable to make your home secure
The following are not demised emergencies and must be reported to Gateway Housing:
- Loss of water supply to the whole building or riser, which is a communal system
- Heating or hot water faults relating to the primary energy network; contact Metropolitan UK on 02920 100 346
- Roof leaks, or any water ingress affecting communal areas
- Blocked main stacks, external flooding, or drainage issues beyond your apartment
- Damaged external walls, fencing or structures, which are maintained by the Managing Agent
Please be aware that if Gateway Housing responds to your call and it is later found not to be an emergency, outside the apartment demise, or the result of misuse, the cost of the call-out may be recharged to the resident.