Council reflects on progress of housing services and continued commitment to tenants
We have published our Tenant Annual Report for 2024/25, reflecting a year of progress, learning, and renewed determination to deliver high-quality, safe homes and services for more than 18,000 housing tenants across Gateshead.
The report highlights significant steps forward across our housing services—from repairs and maintenance to tenant engagement and equality - while also acknowledging that there is more work to do.
A key milestone this year was our first inspection by the Regulator of Social Housing, which resulted in a C2 rating. The rating confirms we meet national consumer standards, but must continue to improve in several areas, including repairs, complaints handling, and tackling damp and mould, with plans underway to address these.
Councillor Chris Buckley, Cabinet Member for Housing, said:
"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. We know there's still a long way to go, but this year shows we're heading in the right direction — learning, improving, and doing our best every day for our residents."
Listening and acting on tenant feedback
Tenant engagement remained at the heart of the council's work throughout 2024/25, earning national recognition by achieving TPAS Landlord Engagement Accreditation, confirming that we not only encourage tenant involvement, but it genuinely influences decision-making.
Over 600 hours of tenant involvement were recorded through meetings, scrutiny sessions, and focus groups, directly shaping improvements such as the new Repairs Policy, simplified complaints process, and clearer communication materials.
Improving services and tackling challenges
While overall tenant satisfaction remained stable at 64%, we recognise areas where satisfaction dipped, particularly around complaints handling. In response, a dedicated complaints team has been established, and response times have improved significantly - from 24.5% to 66.8% within target timescales at Stage 1.
Other highlights from the year include:
- over £6.3 million secured in financial advice, grants, and benefits to support tenants
- repairs performance improved, with 97% of emergency repairs completed on time and more work brought in-house to boost efficiency
- damp and mould improvements delivered through a new specialist team, dedicated policy, and preventative work in empty homes
- safety standards maintained, with 100% compliance for gas, fire, and asbestos checks
- progress on home improvements, including nearly 1,000 new energy-efficient heating systems installed and insulation upgrades in older homes
- neighbourhood investment, with 216 estate walkabouts and 175 local improvement projects delivered with tenant input
Building for the future
Looking ahead, we are committed to tackling the issues raised by both tenants and the regulator. Priorities for the coming year include reducing repair and re-let times, implementing new standards under Awaab's Law to reduce response times to case of damp and mould, expanding insulation works, and ensuring all homes meet the Decent Homes Standard by 2027.
More than 500 new council homes are planned by 2031, with construction at Clasper Village due to start in 2025.
Councillor Buckley added:
"This report isn't just about what we've achieved - it's about where we're going. We're honest about the challenges we face, and we're committed to tackling them openly and with our tenants by our side. Real improvement takes time, but we're making steady progress together."
A shared commitment
Tenant Board Member, Alan Stanners also praised the partnership approach:
"Through surveys, meetings, and focus groups, tenants have helped drive real improvements - from repairs and damp prevention to how complaints are handled. It's clear our voices are being heard, and that's something to be proud of."
As we continue our improvement journey, we remains focused on transparency, collaboration, and accountability - ensuring that every tenant's experience helps shape a stronger, fairer housing service for the future.
Read the full Tenant Annual Report 2024/25.
We have published our Tenant Annual Report for 2024/25, reflecting a year of progress, learning, and renewed determination to deliver high-quality, safe homes and services for more than 18,000 housing tenants across Gateshead.
The report highlights significant steps forward across our housing services—from repairs and maintenance to tenant engagement and equality - while also acknowledging that there is more work to do.
A key milestone this year was our first inspection by the Regulator of Social Housing, which resulted in a C2 rating. The rating confirms we meet national consumer standards, but must continue to improve in several areas, including repairs, complaints handling, and tackling damp and mould, with plans underway to address these.
Councillor Chris Buckley, Cabinet Member for Housing, said:
"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. We know there's still a long way to go, but this year shows we're heading in the right direction — learning, improving, and doing our best every day for our residents."
Listening and acting on tenant feedback
Tenant engagement remained at the heart of the council's work throughout 2024/25, earning national recognition by achieving TPAS Landlord Engagement Accreditation, confirming that we not only encourage tenant involvement, but it genuinely influences decision-making.
Over 600 hours of tenant involvement were recorded through meetings, scrutiny sessions, and focus groups, directly shaping improvements such as the new Repairs Policy, simplified complaints process, and clearer communication materials.
Improving services and tackling challenges
While overall tenant satisfaction remained stable at 64%, we recognise areas where satisfaction dipped, particularly around complaints handling. In response, a dedicated complaints team has been established, and response times have improved significantly - from 24.5% to 66.8% within target timescales at Stage 1.
Other highlights from the year include:
- over £6.3 million secured in financial advice, grants, and benefits to support tenants
- repairs performance improved, with 97% of emergency repairs completed on time and more work brought in-house to boost efficiency
- damp and mould improvements delivered through a new specialist team, dedicated policy, and preventative work in empty homes
- safety standards maintained, with 100% compliance for gas, fire, and asbestos checks
- progress on home improvements, including nearly 1,000 new energy-efficient heating systems installed and insulation upgrades in older homes
- neighbourhood investment, with 216 estate walkabouts and 175 local improvement projects delivered with tenant input
Building for the future
Looking ahead, we are committed to tackling the issues raised by both tenants and the regulator. Priorities for the coming year include reducing repair and re-let times, implementing new standards under Awaab's Law to reduce response times to case of damp and mould, expanding insulation works, and ensuring all homes meet the Decent Homes Standard by 2027.
More than 500 new council homes are planned by 2031, with construction at Clasper Village due to start in 2025.
Councillor Buckley added:
"This report isn't just about what we've achieved - it's about where we're going. We're honest about the challenges we face, and we're committed to tackling them openly and with our tenants by our side. Real improvement takes time, but we're making steady progress together."
A shared commitment
Tenant Board Member, Alan Stanners also praised the partnership approach:
"Through surveys, meetings, and focus groups, tenants have helped drive real improvements - from repairs and damp prevention to how complaints are handled. It's clear our voices are being heard, and that's something to be proud of."
As we continue our improvement journey, we remains focused on transparency, collaboration, and accountability - ensuring that every tenant's experience helps shape a stronger, fairer housing service for the future.
Read the full Tenant Annual Report 2024/25.
