Tenant Annual Report 2025

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.

What the inspection involved

The inspection lasted three months, ending with a three-day visit. Inspectors:

• met tenants, staff, councillors, and senior leaders
• reviewed policies and performance data
• attended tenant panels, scrutiny committees, and housing board meetings

Positive findings

Inspectors highlighted strengths in all four consumer standards:

• Safety and Quality - recognition of our strong approach to keeping residents safe in their home
• Transparency, Influence and Accountability - our commitment to tenant engagement, listening to residents and implementing change in response
• Tenancy - our fair and transparent allocations process
• Neighbourhood and Community - our partnership work to tackle antisocial behaviour and support community cohesion

They also recognised the accuracy of our housing records and our plan to survey the condition of every home by the end of 2025.

Areas for improvement

The regulator identified 13 areas where we need to do better, including:

• tackling damp and mould more effectively
• reducing the repairs backlog and the time it takes to re-let empty homes
• making tenancy policies and information more accessible 
• handling complaints better and learning from feedback
• improve how we collect and use tenant profile data to meet diverse needs

What we've already done

We had already recognised many of these areas and have acted. For example: 

• we have set up a dedicated complaints team and improved response times and service quality 
• we have invested in our repairs service, recruited specialist tradespeople, and improved monitoring 
• we are making information easier to access and improving how we communicate with tenants 

What's next

We have agreed an action plan with the Regulator of Social Housing to address all weaknesses by the end of 2025/26. Our goal is to move to a C1 rating, demonstrating that we're delivering the outcomes of the consumer standards, and when problems do happen, they are quickly identified, fixed, and learned from.

This outcome could not have been achieved without the hard work and determination of all our staff who continually strive to improve the housing services we provide for our valued tenants. 
 

Cllr Chris Buckley, Cabinet Member for Housing

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.

Did you know?

• 40% of tenants are over 60
• 27% have a disability
• 60% are female

We use this information to adapt our services to meet the needs of our customers. This includes:

• providing documents in different formats and languages
• alerting our staff to tenant needs, including disabilities or support needs, before visits

What we achieved in 2024/25

• identified gaps in customer profile data and took steps to address them
• introduced QR codes for quick access to information
• improved website accessibility, including use of translation software
• worked with tenants to make our complaint response letters clearer and jargon-free

In the next 12 months we will:

• support a tenant-led review of how we collect and use data
• promote the option to update details online via MyHousingAccount

Our Equality, Diversity and Inclusion Group brings together residents, officers, and partners to make our housing services fair, accessible, and designed to meet the needs of all our customers.

For more information about how you can get involved, email [email protected], or call 0191 433 5357.

The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) 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.

We use an independent market research company to survey a random sample of over 1,000 tenants each year. The responses advise 12 of the TSMs, with the remaining 10 measured through management information.

Headline results (2024/25 vs 2023/24)

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.

Recognition for engagement

In 2024/25, we earned the TPAS Landlord Engagement Accreditation, the UK's only independent accreditation for customer engagement, showing we're serious about listening to tenants.

We were also inspected by the Regulator of Social Housing, and they identified that we could improve by:

• sharing performance updates faster
• explaining how tenant feedback influences decisions
• collecting better data about tenants' needs
• improving how we handle complaints

We are already working on these areas and will continue to make progress in the year ahead.

How we performed in 2024/25

What we achieved in 2024/25

Engagement activities included:

• 270+ hours of formal meetings
• 125+ hours of tenant scrutiny
• 240+ hours of task and finish focus groups

Based on tenant and leaseholder feedback, we have:

• established a new complaint handling team
• launched a simplified online complaints and enquiry form
• made the housing application process easier
• reintroduced resident inspections in multi-storey blocks
• supported a scrutiny review of customer communications
• improved our website to make it clearer and more accessible
• consulted on major strategies and policies, including:
• Resident Influence Strategy
• Building Safety Strategy
• Antisocial Behaviour Policy
• Good Neighbourhood Policy
• Rent Setting Policy
• Damp, Mould and Condensation Policy

In the next 12 months:

In the coming year, we will continue working with tenants to:

• launch the updated resident influence strategy, setting out how we will share information, exchange ideas, and improve services this will give residents stronger oversight and help them to hold us to account 
• put into action the recommendations from the customer communications scrutiny review
• support a new scrutiny review on tailoring services to tenant needs
• improve the customer experience when contacting us
• enhance the process for tenant alteration requests
• reduce missed repair appointments by working more closely with residents

What tenants say

For me, being an involved tenant is about ensuring that my experience helps shape how services are delivered. I help drive fair and responsive service design.

 

Alan Guest

My proudest achievement is knowing my voice is being heard and that I have helped shape how things are being done.

Flo Wood

I want to see positive change and influence policies, especially for vulnerable people. It gives you a platform to speak up, honestly, humbly and without judgement.

Joseline Nenzou

Find out more about opportunities to get involved and influence housing services.

Or email [email protected], or call 0191 433 5357.

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.

What we achieved in 2024/25

• collected over 99% of all rent owed
• reduced rent debt by £353,249
• helped tenants gain £6.3 million through financial advice, grants, and benefits
• made sure 51% of tenants on Universal Credit (4,602 people) had their rent paid directly to us
• referred over 1,800 tenants to support services like Citizens Advice Gateshead, 2Way Tenancy Solutions, and LEAP energy
• worked with tenants to agree on a new policy for setting rent and service charges

In the next 12 months:

• make it easier to pay rent by introducing paperless Direct Debit applications
• continue helping tenants move to Universal Credit, especially those with more complex needs
• work with other organisations to support tenants affected by things like the Bedroom Tax and Benefit Cap
• focus on early support to help tenants stay on top of rent payments and avoid falling behind

If you would like help and support with income maximisation, please email [email protected]

How your rent and service charges are spent 

Every penny of your rent and service charges is reinvested back into your homes and services.

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

How we performed in 2024/25

What we achieved in 2024/25

• worked with tenants to agree a new Repairs Policy
• brought more jobs in-house (like roofing, fencing, garden clearance, and damp/mould work) to speed things up and reduce reliance on contractors
• created new teams to enhance tenant support and tackle damp and mould issues
• started a programme to prevent damp and mould in empty homes before new tenants move in
• helped provide over 100 temporary homes for people experiencing homelessness

In the next 12 months:

• keep reducing the use of outside contractors to save money and improve service
• test smart home technology that can spot and fix problems remotely
• start using drones to inspect roofs and tall buildings
• work with tenants to improve how repairs are scheduled and how support is provided during major works
• review the stock held on vans to reduce time lost when visiting building merchants  

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.

What we achieved in 2024/25

• with your help, wrote a new Damp, Mould and Condensation Policy which clearly sets out how we aim to tackle damp and mould
• set up a specialist team to deal with damp and mould
• gave specialist training to staff who diagnose and fix these issues
• delivered awareness training to councillors and frontline teams in housing, health, and social care
• updated our website advice and added a 24/7 online form to report problems
• started preventative work in empty homes before new tenants move in
• successfully resolved 88% of reported damp and mould cases
• spent £140,000 fixing damp and mould in empty homes

How we fix damp and mould

Depending on the cause, we may:

• top up loft insulation
• upgrade bathroom and kitchen extractor fans
• check and clean wall cavities, and add insulation if needed
• insulate homes with T-fall roofs
• fill gaps around windows to stop draughts
• check radiators and upgrade them if needed
• fit positive air vents and energy-saving light bulbs
• review the repair history of your home and nearby properties

In the next 12 months:

We will fully implement the new rules under Awaab's Law:

• inspect damp and mould reports within 14 days
• start repairs within 7 days if needed

We'll also:

• track how long it takes to fix issues
• measure how many homes are affected
• use drones to inspect damp caused by water leaks

Find out more about how we deal with damp and mould and report any issues.

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.

We're also preparing for changes to the national Decent Homes Standard, which is a government benchmark that ensures all council housing meets a minimum level of quality for tenants. This includes safe and efficient heating systems, the condition of kitchens and bathrooms, and practical help (such as good insulation) to keep energy bills down.

How we performed in 2024/25

What we achieved in 2024/25

• surveyed the condition of 64% of council homes to identify necessary repairs and improvements
• replaced nearly 1,000 outdated heating systems with modern, energy-efficient combi boilers
• piloted a shared heat network on the Old Fold Estate, removing individual gas boilers for a greener heating solution
• began insulation upgrades in homes built in the 1960s and 1970s
• removed unused garage sites following resident consultation, while investing in garages that remain useful
• improved a shared lounge space in Chopwell in partnership with a local group, making it more accessible and adding catering facilities
• adapted council homes to support families who foster children in our care

In the next 12 months:

• complete condition surveys for all council homes by end of December 2025 
• get feedback from residents on the shared heat network pilot and assess its wider rollout 
• expand insulation improvements to more homes to help reduce energy bills and future maintenance 
• progress with estate improvements, including further work on garages and shared spaces 
• launch a new Asset Management Strategy for 2025-2030 to guide future investment and service delivery 
• work towards 100% of homes meeting the Decent Homes Standard by 2027 
• consult tenants on proposed changes to the Decent Homes Standard 

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. By seeking permission first, you help us to keep accurate records, avoid potential legal or financial issues, and ensure that any work meets building and planning regulations. It also protects your tenancy, as unauthorised alterations could lead to complications or even breaches of your tenancy agreement. 

What we achieved in 2024/25

• 2730 requests were received, of these 1089 were new requests and 1641 were retrospective requests
• 962 requests were completed. Average time to compete new requests was 30 days and retrospective requests was 60 days 

In the next 12 months: 

Using your feedback, we are reviewing how we deal with your requests to make alterations aiming to make it easier and quicker, and more supportive. 

We will focus on how we can:  

• streamline and digitise the process
• be clear about roles, responsibilities and decision making
• provide easy-to-understand guidance on what types of changes need permission  

We've completed hundreds of home adaptations to help tenants with mobility issues, health conditions, and disabilities live more comfortably and independently. Here are just a few brief examples:

A tenant couldn't use the bath after surgery

We installed a level-access shower so she could bathe on her own.

We also fitted stair rails to help her safely climb the stairs.

She said the work was excellent and the changes have made a big difference to her life.

Two older tenants struggled to leave their home, even with handrails

They rely on an adapted vehicle to get out and about.

We built a custom ramp with handrails, replacing the old ones.

Despite limited space, the result is safe and accessible.

They're very happy with the adaptions which have allowed them to retain their independence.

A wheelchair user had trouble moving around her home, especially near doorways

We installed a level-access shower, combined the toilet and bathroom, and widened internal doors.

Because the walls couldn't be altered structurally, we repositioned doorframes to widen openings by three inches.

This made it much easier for her to move around her 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.

How we performed in 2024/25

Since the Grenfell fire tragedy, we have strengthened our approach to ensuring every resident is safe and secure. This includes implementing requirements of the Building Safety Act and Fire Safety Act, with a particular focus on multi-storey blocks.

What we achieved in 2024/25

In our multi-storey blocks, we have:

• spoken to residents about how we can improve services in our multi-storeys, including 24-hour CCTV and door access system, cleaning and security outside normal working hours and changes to the caretaking service
• invited residents to join a fire risk assessment at St Cuthbert's Court
• launched a tenant inspector programme, inviting residents to independently review the condition of their multi-storey homes
• sent a postcard to every home asking if anyone would need help in an emergency

We also hired independent experts to review our health and safety compliance for all property types.

In the next 12 months:

• liaise with residents to create a Building Safety Strategy
• make sure every council home has a working smoke alarm
• complete all safety improvements recommended by independent experts
• hire a community development officer for multi-storey buildings
• appoint a contractor to install new CCTV and door access systems (to be finished by April 2027)
• keep residents updated on service changes in multi-storey blocks

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. 

How we performed in 2024/25

What we achieved in 2024/25

• let 1,323 council homes, including 1,244 to applicants on the housing register 
• helped 90 overcrowded households move to a larger home, and assisted 79 tenants to downsize to free up larger homes
• reduced those seeking a home through Gateshead Home Choice from 14,465 to 12,741 by requiring a local connection to Gateshead
• supported 156 lettings through housing associations via the Gateshead Home Choice scheme
• cut the backlog of new housing applications from 1,700 to 300
• helped tenants with medical needs, with 1,090 applications received, and 963 awarded priority status
• with your input, we reviewed the housing application and homelessness appeals processes to make them more accessible, and to speed up decision-making

In the next 12 months:

• review our Allocations Policy to better support care leavers, people fleeing domestic abuse, and those facing homelessness
• promote downsizing with an extra £10,000 available to help tenants move to smaller homes
• work with housing associations to offer more homes through Gateshead Home Choice
• focus on reducing delays in medical priority assessments, especially for complex cases

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.

What we did in 2024/25:

• secured £31 million in funding to redevelop the Clasper Village site
• built 533 new homes in Gateshead, including 140 with the Gateshead Regeneration Partnership
• supported the delivery of 93 affordable homes for rent and sale
• bought back five former council homes, and rented them out again

In the next 12 months:

• start building 250 new homes at the Clasper Village site, including 39 new council houses
• continue improving Felling town centre, including the demolition of Sir Godfrey Thompson Court and Crowhall Towers
• develop the Askew Road site with 85 new homes for sale, built by Keepmoat

Pictured is a new home built at Whitley Court in 2023/24. This design reflects the standard house type that will be used for the 500 new homes.

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. 

How we performed in 2024/25

What we achieved in 2024/25

• completed 216 estate walkabouts with the support of 123 tenants who helped us identify and fix issues like fly-tipping, communal repairs, and grounds maintenance
• funded 175 estate improvement projects, including 91 fencing schemes, to reduce disputes, stop fly-tipping, and improve safety
• took legal action against people caught fly-tipping in Gateshead
• organised borough-wide clean-ups, including the Great British Spring Clean, with help from schools and volunteers
• dealt with 2,547 graffiti reports, removed 1,412 offensive tags, and spent £180,000 cleaning graffiti from streets and buildings

In the next 12 months:

• launch a three-year plan to improve street cleaning, litter picking, graffiti removal, and tackling environmental antisocial behaviour
• invest in new grass-cutting equipment, including a tractor, to keep green spaces tidy
• continue using legal powers to prosecute fly-tipping offenders

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.

What we achieved in 2024/25

• visited 1,351 new tenants to offer support, with 90% of these visits happening within the first eight weeks
• made targeted support visits to over 2,000 homes where people might need extra help
• introduced automated welfare calls for residents living in older people's housing schemes
• updated our website to make it easier to find older persons' housing, with photos, maps, and details for each location

In the next 12 months:

• work with tenants to update the Tenancy Agreement, so it clearly explains your rights and responsibilities
• improve the sign-up process by introducing digital e-signatures, making it quicker and easier to get started 

A tenant scrutiny review has told us we need to improve how we handle customer contact. Based on your feedback, we're working on:

• making our customer service more consistent
• creating one dedicated team to handle all customer enquiries
• giving staff better customer service training
• keeping a record of every customer contact
• more targeted work in communities so you can speak directly with council staff

What we've achieved so far

• we've started reviewing how we deliver customer services in housing
• we've added new online tools, including a chatbot on our website to help you get quick answers. If you prefer not to use online tools, you can still speak to someone directly

We'll keep you updated and let you know what's changing. We want you to feel part of the changes and understand how they help you. 

Our objectives for 2025/26

• we're updating the housing webpages to make them easier to use and quicker to find what you need
• we're developing a housing app so you can apply for housing, book repairs, and check your rent from your handheld device
• we're making it easier for you to update your contact details, so we can reach you in the way you prefer
• we're extending the repairs service hours, so it's easier to book appointments

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.

How we performed in 2024/25

What we achieved in 2024/25

• responded to over 1,000 reports of antisocial behaviour, with most resolved without needing legal action
• helped people affected by hate crime and hoarding, working with other services to offer support
• carried out nearly 1,500 property suitability and risk management checks
• worked with the police and other partners to tackle serious cases and protect those at risk
• reviewed our Antisocial Behaviour and Hate Crime Policy with tenants to make sure it meets national standards
• involved tenants in shaping services through workshops and support groups like "Less is More", which helps people affected by hoarding

In the next 12 months:

• launch a new Antisocial Behaviour and Hate Crime Policy with clear service standards
• improve how we handle noise complaints and hoarding, making sure people get the right help
• use tenant feedback and complaints to keep improving our services
• introduce a Good Neighbourhood Management Policy to set clear expectations for respectful behaviour and how we deal with minor neighbour disputes
• keep working with other services to strengthen resident support and keep communities safe
• support community-led groups to raise awareness and help shape how services are delivered

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.

How we performed in 2024/25

What we achieved in 2024/25

• put in place all the suggestions from the Tenant Scrutiny Review
• set up a specialist complaints team to handle housing complaints
• improved how quickly we respond to complaints, the quality of our replies, and how we keep you updated during the process
• made our online form easier to use so you can report a complaint or give a compliment and get a quicker response
• used key themes from complaints to help improve our services
• worked with tenants to check how well we follow the Housing Ombudsman's complaint handling code

In the next 12 months:

• introduce a customer survey to find more ways to improve how we handle complaints
• work with tenants to review how we offer compensation when things go wrong
• improve how we deal with stage 2 complaints, especially how we communicate with you during the process
• make changes to how we record complaints, so we can learn more from them and spot trends

Make a complaint or give us a compliment.

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. 

What we achieved in 2024/25

• made it easier to get in touch by introducing one phone number for all leaseholder enquiries
• increased face-to-face support by being available in the office four days a week, giving leaseholders more chances to speak to someone directly
• improved teamwork so any staff member can help with your enquiry and give consistent advice

In the next 12 months:

• launch an online service where leaseholders can check their account details anytime and report repairs online
• set up small working groups with leaseholders to help improve services, starting with how we communicate during consultation works
• introduce a leaseholder satisfaction survey to find out what's working well and what needs to improve

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.

What we achieved in 2024/25

Support for veterans

• promoted the Armed Forces Outreach Service (AFOS), leading to 58 referrals - 22 more than last year
• AFOS and partner organisations raised £10,000 to help veterans with rent, bills, and household essentials

Additional support

• used £5,000 in funding to help 24 over-25s households get essentials like furniture and flooring
• gave £5,000 in supermarket vouchers to help 35 young people buy everyday items

Domestic abuse support

• investigated 416 reports of domestic abuse
• took legal action against three perpetrators
• installed 105 safety measures, like security lights and new locks, in homes to help victims stay safe

In the next 12 months:

For veterans

• launch the Catterick Outreach Project to support veterans in MOD housing—funded by £30,000 from the Forces in Mind Trust and the National Lottery
• hire a new Armed Forces Development Worker and create a Facebook page and website

For victims of domestic abuse

• update our Domestic Abuse Policy with input from tenants and partners
• provide 46 supported accommodation units, including emergency and longer-term housing
• create tailored support for older victims of domestic abuse