Complaints

If there are any complaints, no matter how small, about Gateway Housing Trust services we would like to hear about them. Our aim is to give all service users, their families, whanau and those who refer to Gateway Housing Trust, the best possible service that we can. To do this we need to know when we are not getting it right or when we can do it better.

Complaints may be made verbally or in writing, personally or through the Health and Disability Advocacy Service to Gateway Housing Trust CEO, Gateway Housing Trust Community Services Manager, Residential & Youth Services Manager or to the Team Leader of the service concerned.

Any complaints about the Managers or Team Leaders in Gateway Housing Trust should be directed to the CEO. Any complaints about the CEO need to be addressed to the Chairperson of Gateway Housing Trust Board of Trustees.

  • All complaints received will be taken seriously, treated with respect and investigated.
  • Receipt of complaints will be acknowledged in writing within 5 working days.
  • A full investigation of the issues raised will be carried out and if possible, completed within 28 days. Where circumstances arise that mean more time is required, you or your advocate will be informed of this.
  • You will be informed of the outcome of investigations and advised of any changes/improvements to services.
  • All complaints will be treated in confidence.

If you feel the issues which you raised have not been dealt with to your satisfaction you may contact:

The Chairperson
Gateway Housing Trust Board of Trustees

P O Box 1399
Nelson 7040

or

Nationwide Health and Disability Advocacy Service
P O Box 3638
Richmond
Nelson 7050

Ph. (03) 544 4116