The Gateshead Housing Company Annual Review 2015/16

by The Gateshead Housing Company & filed under About us, About us - annual review for tenants and leaseholders, About us - Five-year strategic plan 2015-2020, Find a home, Get involved, Help in your home, Improving homes, News, On your estate.

ghc-ar-packshotWelcome to our annual review 2015/16. Its aim is to give tenants and leaseholders an overview of the work The Gateshead Housing Company and Gateshead Council are doing to improve council housing.

This is the housing company’s sixth annual review, covering performance and services during 2015/16.

Customers’ priorities of finding a home of a high standard and maintaining estates are highlighted throughout this review.

For each of these priorities the borough-wide picture is shown, as well as brief highlights of improvements to homes, services and estates in our five neighbourhoods.

Councillor Paul Foy, Chair of the Board, and Jon Mallen-Beadle, Managing Director, The Gateshead Housing Company


Finding a home and the services your rent provides

northern_pride_2016_001We improved our response time to customer complaints, far exceeding our target.

92.6% of complaints were dealt with within ten working days. Our customer service was also excellent when processing housing applications – 96.24% were processed within the target timescale.

Did you know? 87% of customers were happy with the standard of their home.

What you said … “You listened to me and made eye contact, which was good.”


Ensuring your home is decent and well maintained

construction-services-joiner-james-dobson-august-2016_4962We improved 2,182 homes across the borough during 2015/16 – including energy efficiency work that will save customers money on their fuel bills. 

Over 65,651 repairs to homes were carried out – with 97.51% completed within timescales and to appointments made with our customers.

Did you know? 99.54% of customers were satisfied with their annual gas service.

What you said … “I’m very satisfied with the way you handled my move to a wonderful home.”


In your neighbourhood and tackling anti-social behaviour

We completed dozens of small but well received improvements across Gateshead, ranging from tidy-ups and planting to landscaping on estates.

We worked on an award-winning project with local schoolchildren to raise awareness of hate crime and help prevent it.

Did you know? Almost 95% of anti-social behaviour cases were resolved without a need for legal action.

What you said … “Every person I have contacted has been smashing, helpful and pleasant.”


How we spend your money

how-we-spend-your-money-1During 2015/16 we spent almost £1m a week on letting homes, carrying out repairs and making improvements to thousands of homes.

This was possible thanks to customers paying their rent and service charges on time.

Here is how we spent each pound we received to provide services to almost 20,000 homes across Gateshead.

  • 42p on repairs, maintenance, gas servicing and making homes ready to let
  • 29p on improvements, fire safety work and window replacements
  • 29p on employee and buildings costs, information and involving our tenants.

Your community, your neighbourhood

South Gateshead
the-wedding-of-john-dwyer-and-emily-lovegreen_037Community centre renovations, tree-planting with local schoolchildren, and even a marriage between two of our tenants were celebrated in South Gateshead.

Central Gateshead 
We promoted healthy eating, community get-togethers, and library activities for youngsters in Central Gateshead.

East Gateshead 
Supporting a community bakery, improving accessibility at a local centre, and organising litter-picks were some of our highlights in East Gateshead.

Inner West Gateshead 
We improved a multi-storey’s communal lounge, met with residents at a local festival, and helped our tenants stay independent in Inner West Gateshead.

West Gateshead 
From Scout hut renovations to First World War remembrance, it was a busy year in West Gateshead.


Five-year-plan-packshot-296x300Next year and beyond …

Our five-year strategic plan for 2015-2020 has four key objectives:

  • Investing in our employees and developing new and innovative ways of working to deliver the five-year plan
  • Protecting Housing Revenue Account (our rent) income and investment made in the stock
  • Supporting tenants and sustaining tenancies and neighbourhoods
  • Partnership working with Gateshead Council and others to support the delivery of quality homes and customer-focused services.

More about our five-year plan.


Want to know more?

get-involved-buttonWe believe that all customers should be able to make a difference to our services, in a way that suits them.

You can choose how and when to get involved and select the type of involvement that suits you best.

This can be anything from filling in a questionnaire or taking part in a one-day training course, right through to joining one of our Service Improvement Groups or our Board.

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