We're improving how we handle complaints after “abysmal” satisfaction rates, says Council
Gateshead Council has seen an improvement of over 10% in housing complaint handling times since January. The improvements come following historically “abysmal” satisfaction rates with such complaints.
According to figures from the local authority, since the launch of the new team the number of complaints responded to within 10 days has increased from 67% to 80%. The new team is designed to guide tenants through the complaints process until completion.
A council press release stated: “The team’s success is not only reflected in the numbers but also in its collaborative approach. By building strong relationships across Housing services, the team has helped shift the culture around complaints – encouraging staff to see them as opportunities for learning and service improvement.”
The new complaints team was installed following a review into the council’s handling system during 2024/25. The council has also seen success in the reduction of overdue repairs, with the backlog falling from 5,000 last year to 1,500 in May 2025.
Councillor Chris Buckley, Cabinet Member for Housing, said: “The creation of the Customer Feedback and Insights Team marks a turning point in how we listen to and support our tenants. It’s encouraging to see the positive progress already made in response times and quality of communication, but we know there is more to do.
“Our ambition is to continue building trust with tenants by learning from complaints and making sure every resident feels heard and supported.”
Coun Buckley had previously entreated residents to get back in touch with the council in May with regards to housing complaints citing an improved service. This followed the publication of a previous decline in tenant satisfaction in complaint handling from 26% in 2023/24 to 18% in 2024/25. The survey findings were based on a telephone survey of 1,155 Gateshead tenants.