Tenant Annual Report 2024/2025

Cllr Chris Buckley — Councillor Chris Buckley

'Welcome to our Tenant Annual Report for 2024/25. This year has been one of significant progress, reflection, and renewed commitment to delivering safe, high-quality homes and services for our tenants. Across every part of our work, from repairs and maintenance to enhancing resident support, guided by our tenants, we have taken important steps forward.'

'A defining moment this year was our first inspection by the Regulator of Social Housing. Receiving a C2 rating marks an important milestone. It recognises the strengths we already have, particularly in tenant safety, engagement, and neighbourhood management, while also highlighting areas where we must do better, such as repairs, complaint handling, and tackling damp and mould. We welcome this as an opportunity to improve, and we have already begun to implement changes that will make a real difference to the daily lives of our customers.'

'Alongside the inspection, we have invested in key services. Our repairs and maintenance teams are working more efficiently, with more jobs brought in-house and specialist teams created to enhance resident support. We have expanded financial advice and support, helping tenants secure over £6 million in benefits and grants, and we continue to collect rent at a high level to reinvest directly back into homes and services. We have also strengthened our approach to equality, diversity and inclusion, ensuring that services are tailored to the varied needs of our tenants.'

'Most importantly, we remain committed to listening to tenants and acting on their views. Recognition for our tenant engagement work this year shows the value of your voice in shaping housing services. Together, we are building a better future for housing in Gateshead.'

Councillor Chris Buckley, Cabinet Member for Housing, Gateshead Council

'As a tenant and proud member of the Strategic Housing Board, I'm pleased to introduce this year's Tenant Annual Report. This report reflects our shared commitment to ensuring that tenants have real opportunities to shape the housing services we rely on every day.

'In the last 12 months I have seen how our voices have made a difference. Through surveys, meetings, and focus groups, we have helped drive improvements—from how we tackle damp and mould, the delivery of day-to-day repairs, simplifying complaints processes, and influencing major policies like the Building Safety Strategy and the Antisocial Behaviour Policy.

'Our approach to tenant engagement makes sure we have a voice and influence. This has been recognised nationally, with the TPAS Landlord Engagement Accreditation awarded to Gateshead Council. This shows that tenant involvement is not just encouraged—it's valued and makes a difference.

'As we look ahead, I'm keen that we continue to focus on improvement, including a more robust approach to tackling graffiti, reducing the time it takes to repair and re-let empty homes, and the continuation of the good work of the repairs team.

'Thank you to every tenant who gave up their time to take part and share feedback. Together, we're shaping a better future for all residents.'

Alan Stanners, Tenant and Strategic Housing Board Member

Section 1: Regulator of Social Housing inspection - a positive step forward

In April 2025, we received our first grading from the Regulator of Social Housing. We were awarded a C2 rating, which means we meet national standards, but there are areas where we must improve.

Section 2: Equality, diversity and inclusion

We own and manage over 18,000 homes. To serve everyone fairly, we collect equalities information about our tenants, including age, sex, ethnicity, disabilities, and sexual orientation. This information helps us to identify potential barriers our customers have accessing services and enables us to make improvements.

Section 3: How we are performing

The Regulator of Social Housing introduced Tenant Satisfaction Measures in 2023/24. Intended to improve transparency and accountability, these 22 measures track how tenants feel about the services we deliver, and how we perform in key areas.

Section 4: Making your voice heard

We want tenants to have real opportunities to shape our housing services. Whether it's through surveys, meetings, or feedback groups, your views help us improve.

Section 5: Your rent and service charges

The rent and service charges tenants pay help fund the housing services we provide. Our Rent and Income team's focus is to ensure that rent and other service charges are collected. They also help tenants maximise their income and by doing so help tenants to sustain their tenancies.

Section 6: Repairs and maintenance

We've been working hard to improve our repairs service to make sure we better meet the needs of our customers.

Section 7: Tackling damp and mould

The introduction of Awaab's Law in 2025 sets clear rules for how we must respond to cases of damp and mould. We're committed to making sure your home is safe, healthy, and comfortable.

Section 8: Improving your home

We want every tenant to live in a home that is safe, warm, and well maintained. That's why we continue to invest in homes to make them more energy efficient, meeting modern standards.

Section 9: Tenant alterations

You need to request permission before you make any improvements or alterations to your home. This is to ensure that the work is safe, appropriate, and doesn't cause damage to the property or affect other tenants.

Section 10: Helping tenants live independently and safely

We've completed hundreds of home adaptations to help tenants with mobility issues, health conditions, and disabilities live more comfortably and independently.

Section 11: Keeping tenants safe at home

Your safety is our top priority. In recent years, there have been legal changes around activities landlords need to undertake to ensure you remain safe in your homes.

Section 12: Helping people find the right home

We know that finding the right home is life changing. Our lettings team helps people across Gateshead, whether they're looking for their first home, need to downsize, or are facing urgent housing problems. This year, we've worked hard to match tenants with suitable homes and improve access to housing support.

Section 13: More homes for Gateshead

There is high demand for council homes in Gateshead. To meet this demand, we're planning to build over 500 new council homes by 2031. We're also working with partners to increase the number of homes available to rent and buy.

Section 14: Improving your neighbourhood and environment

We know a clean and safe neighbourhood is important to your wellbeing. That's why we take things like fly-tipping seriously, removing waste and prosecuting offenders to send a clear message that this behaviour will not be tolerated.

Section 15: Supporting you throughout your tenancy

We're here to support you throughout your tenancy, whether you've just moved in, want to make changes, or are planning for the future. Our goal is to make sure you feel confident, informed, and secure in your home.

Section 16: Customer contact review

A tenant scrutiny review has told us we need to improve how we handle customer contact. Here's what we're working on.

Section 17: Antisocial behaviour

We know how important it is to feel safe where you live. That's why we take all incidents of antisocial behaviour seriously—whether it's noise, vandalism, harassment, or anything else that causes disruption. We work closely with tenants, the police, and other services to deal with problems quickly and effectively.

Section 18: Responding to your complaints

You told us we need to do better when it comes to dealing with complaints. Working closely with tenants and leaseholders, we have listened and made changes, but we know there's still more to do.

Section 19: Home ownership services

Our Home Ownership Service supports nearly 1,000 residents who own flats and maisonettes. They help manage lease agreements, service charges, and provide support for anyone struggling with payments. They also work to make sure leaseholders are involved in decisions about their homes, especially when it comes to major works or long-term contracts.

Section 20: Housing support

Over the past year, our Housing Support teams have helped hundreds of people across Gateshead, including young people, refugees, veterans, and those affected by domestic abuse. We've helped people stay safe, settle into permanent homes, and access the support they need.

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