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Send an enquiry, complaint or compliment

With My Housing Account (opens new window) you can easily:

  • pay your rent
  • report repairs
  • apply for a new home
  • update your personal details

If you need help with something, please tell us as soon as possible so we can support you and help put it right.

Tell us what you think

If you're not happy with what we did or didn't do, tell us. We're here to listen and improve. We take all complaints very seriously.

You don't need to use the word "complaint" - we understand anyway. And it's okay to ask someone else to contact us for you.

If you've had a good experience and want to thank somebody, we'd love to hear it. We'll make sure it reaches the person or team concerned and their manager.

Send an enquiry, complaint or compliment

Looking into your complaint

The person dealing with your complaint will:

  • be fair and open-minded
  • make sure there's no conflict of interest
  • look at everything carefully
  • keep things as private as possible

We aim to reply to complaints within 10 working days. This is a stage one complaint. If you're not happy with our response, you can ask for a review. We will respond to this within 20 working days. This is a stage two complaint.

Please refer to our complaints policy for further information.

If you're still not satisfied

You can talk to the Housing Ombudsman service (opens new window) at any time. They offer independent help for housing issues. They can also give you advice if there's something you're not happy with.

The Housing Ombudsman guides landlords about how they should deal with complaints. Their complaint handling code (opens new window) sets out good practice to follow. Every year we do a self-assessment with a group of tenants and leaseholders. This helps us to check we are doing things right. Read the Complaint handling self-assessment 2023-24.

How we performed

In 2022-2023, we received 109 formal complaints and 65 compliments. We answered 59% of complaints on time.

Need something different?

We want to make sure you can contact us in a way that best suits your needs. Please get in touch and we will help you.

For more on this, see our Equal Opportunities Policy (PDF) [678KB] .

Contact us

Housing Services
Housing, Environment and Healthy Communities
Gateshead Council
Civic Centre
Regent Street

0191 433 5353