My Housing Issue Gateway
- Jan 19, 2024
- 2 min read
Updated: May 11
The TDS Charitable Foundation has developed a My Housing Issue Gateway website to help private and social housing tenants resolve their housing problems quickly and efficiently.
By offering clear signposting and tailored information provision, the Gateway helps people find the right route for making complaints and resolving disputes. That means less confusion, easier access to redress and a better understanding of housing rights and options.
Why is the My Housing Issue Gateway needed?
The housing redress landscape in the UK is complex and confusing, making it difficult for tenants to get the help they need. Depending on the issue, tenants may have to approach local councils, ombudsman schemes, county courts, tribunals, deposit adjudication services, or trading standards. The introduction of a new private rented sector Landlord Ombudsman under the Renters’ Rights Act could make that picture even more complex.
Although housing experts have long called for a single point of access to streamline the process of resolving housing disputes and seeking redress, no such solution has been implemented – until now.
The My Housing Issue Gateway service
The TDS Charitable Foundation funded the tech company PocketApp to develop the My Housing Issue Gateway website to help both private and social housing tenants progress towards a resolution of their disputes.
The website guides tenants to the service or provider most relevant to their issue. It also encourages early resolution where possible and presents tailored information about housing rights and options in an interactive, user-friendly way.
A weekly news blog helps renters keep up with changes to their rights and wider housing developments that may affect them. The site has also been updated to reflect recent Renters’ Rights Act changes, including a dedicated Renters’ Guidance page with accessible online and video explainers to help tenants understand what the changes mean in practice.
Tenant impact and sector recognition
Launched in Parliament in December 2024, the website gained broad political and sector support. Backed by tenant groups like Generation Rent and landlord bodies like the NRLA, it shows that providing renters with the right advice benefits the entire sector.
When the Gateway launched publicly in February 2025, it quickly began attracting thousands of renters each month looking for help with housing issues.
Feedback from users has been positive, with many saying the Gateway is “very easy to access”, “clear and thorough” and “saves me time and hassle”. This reflects the Gateway’s intended purpose as a simple, accessible route to reliable information and support.
The project has also received wider sector recognition, winning two Bronze awards at the UK Digital Impact Awards for “Best Innovation” and “Best Use of Digital by a Charity”.
The TDS Charitable Foundation will build on this success and continue to innovate and make it simpler for tenants to find help for their housing problems.
Read more about why the Gateway was created here.