Housing complaints annual report 2024/2025

Gateshead Council was subject to a landlord inspection by the Regulator of Social Housing (RSH) in January 2025. Landlord inspections are a key part of the regulatory framework and help identify systemic issues, areas of non-compliance and poor performance. The Transparency, Influence and Accountability standard that includes complaints handling was a key area of focus at the inspection.

We received a C2 grading, which means that we are broadly compliant with the four consumer standards with some areas of weakness. In respect of complaint handling the RSH noted issues specifically in relation to the quality of complaint responses, the timeliness of replies and our approach to learning from complaints. However, they acknowledged that Gateshead Council is both aware of these issues and is taking steps to address them.

This report provides an update on the steps we are taking, the impact to date and plans for future improvement. Through ongoing engagement, the RSH will seek assurance that change has been embedded and is delivering improved outcomes for tenants.