How we perform

by The Gateshead Housing Company & filed under About us - how we perform.

Our latest performance – April 2017 to March 2018

The company has once again achieved high levels of performance against tough targets set by the government, Gateshead Council and the company itself.

From April 2017 to March 2018 the company achieved targets in 21 of its performance indicators – including home repairs, collecting service charges, working to tackle antisocial behaviour, rent collection, communal areas, tackling homelessness and supporting the vulnerable customers needing housing in Gateshead.

The company is now looking to keep this performance going throughout the coming year and beyond.

Customer Service Improvement Groups regularly review performance to ensure the company keeps on building upon previous successes.

Below is a summary of the company’s performance during the period.


99.33% of customers were satisfied with the repair service they received during April 2017 to March 2018. We are making 96.89% of appointments and we are completing 85.99% of repairs within timescale.

Flaming good

99.93% of appliances have received an annual gas service, securing the safety of residents and the local community. 99.8% of customers were satisfied with the gas service received.

Leasehold service charges

Targets have been exceeded when collecting leasehold service charges with 99.50% collection target being achieved. 99.29% of major-works charges were also collected. To maximise income collection a range of payment methods and financial assistance packages are available.

Let’s be social – not anti-social

Between April 2017 and March 2018, 1,140 anti-social behaviour cases were opened, of which 94.82% were acknowledged and investigated within timescale. It is our aim to resolve anti-social behaviour cases without the need for legal action – we did this for 96.50% of cases reported.

Empty homes

We aim to keep rent loss in empty homes to a minimum, and for April 2017 to March 2018 rent loss was 2.93%.

Multi storey blocks

Customers that are members of the Multi Storey Service Improvement Group help us ensure that service standards set are achieved. From April 2017 to March 2018 all cleaning inspections have met the required standard.

Rent and income

We exceeded the targets set for rent collection and 99.86% of customers that contacted us for rent or debt advice were satisfied with the help and support we were able to provide. We aim to keep current tenants and former tenant rent arrears as low as possible and targets have been met during April 2017 and March 2018.


Under the Homelessness Act 2002, local housing authorities must have processes and procedures in place for preventing homelessness. Between April 2017 to March 2018 we prevented 4,711 households from becoming homeless.

The number of homeless accepted cases continues to remain low due to the prevention methods in place. The total number of households approaching the service in the quarter was 3,167. The total number of accepted homeless cases was 219.

Improving the housing stock

Gateshead Council Asset Management service and The Gateshead Housing Company continue to identify housing stock improvements based on stock condition and repair history.

From April 2017 to March 2018, 97.59% of customers were satisfied with the improvements made to their home.

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