November 06, 2025

Listening and learning: what you told us in our recent feedback survey

 

Thank you to everyone who took the time to complete our recent feedback survey. We heard from both the people we support and their families and support networks, across all of Gateways’ service areas. Your feedback is incredibly valuable and helps us understand what’s working well and where we can do better. 

What you told us 

• 82% of you are happy with the support you receive from Gateways. 

• You told us that activities and outings are what you enjoy most, though you’d love to see more variety and more accessible locations. Some people also mentioned that transport options can make it difficult to attend certain activities. 

• Our Support Coordinators received wonderful feedback for their responsiveness, care, and problem-solving skills. 

• You also shared that we could improve our communication, particularly when it comes to answering phone calls and returning messages. 

What we’ve already done 

For anyone who raised a specific concern and provided their contact details, our team has personally been in touch to discuss your feedback and work through solutions together. 

What we’ll do next 

• We are committed to acting on what you’ve told us. 

• We’re reviewing our activities and outings to ensure we offer a wider range of options in more accessible locations. 

• We’re also reviewing our telephone system to identify ways to improve how we manage calls and return messages. 

Keep the feedback coming 

We’re always looking for ways to improve and encourage you to share your thoughts with us at any time. If you missed the recent survey, you can still provide feedback through our website at Feedback – Gateways Support Services Inc.. 

Thank you again for helping us make Gateways even better.