You said, we did
Improvements we have made as a result of your feedback
Here are some of the improvements we have made to our services as a result of customer feedback.
Make it easier to send an enquiry or a complaint online
What you said
It would be more convenient to be able to raise enquiries or make a complaint online instead of having to phone.
What we did
We used your feedback to improve our online enquiries and complaints form to make sure it goes direct to the right team every time. We also updated the information that explains how a complaint will be handled once it has been submitted.
Improve the quality of complaint responses
What you said
You told us that you were not happy with the way we handle complaints, including the quality and timeliness of responses.
What we did
On 1 January 2025 we implemented a new team to handle all housing-related complaints and compliments. We have continued to work with tenants to check and test the quality of our responses and improve communication with you during the complaint process. We are also getting better at answering your complaints within the timescales we set. Since the introduction of the new team, over 80% of stage 1 complaints are now responded to within 10 days.
Make it simpler to apply online for housing with Gateshead Council
What you said
You said that the online housing application was complicated and asked us to make it clearer and easier to follow.
What we did
In response to your feedback, we have produced clearer guidance on our website around the process, what documents we will need from you to process your application, and your alternative housing options.
Make it easy to understand what type of housing I can apply for
What you said
It can be difficult to understand what type of accommodation I can apply for.
What we did
We have created two housing eligibility calculators to help you to understand if you qualify for housing with Gateshead Council and, if you do qualify, what type of accommodation you can apply for.
Improve the housing appeals process
What you said
The housing appeals process takes too long, and you are not kept informed about how it's progressing.
What we did
We talked directly to customers who have been through the appeals process and listened to their feedback. We now aim to complete all reviews within 56 days, and you can also meet in person with the officer carrying out your review. We have updated information about the appeals process, including a new customer promise.
Deal with damp, mould and condensation problems more effectively
What you said
You asked us to improve how we respond to and deal with your reports of damp, mould and condensation.
What we did
We asked you to help draft a new damp, mould and condensation policy that clearly sets out our approach to preventing and remedying damp and mould in council-owned homes. To make sure we deliver on this new policy, we have created a specialist team that will focus on dealing with reports of damp, mould and condensation. We have also updated information that tells you how you can make a report and how we will respond.