How we perform

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

Our latest performance – April 2018 to March 2019

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 2018 to March 2019 the company achieved targets in 14 of its performance indicators – including home repairs, collecting service charges, working to tackle antisocial behaviour, rent collection, customer service, garden tidy visits 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.


99.75% of customers were satisfied with the repair service they received during April 2018 to March 2019. We are making 97.78% of appointments and we are completing 86% of repairs within timescale.

Flaming good

99.78% of appliances have received an annual gas service, securing the safety of residents and the local community. 99.88% of customers were satisfied with the gas service received.

Leasehold service charges

Targets have been exceeded when collecting leasehold service charges with 105.34% collection target being achieved. 99.27% 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 2018 and March 2019, 1,412 anti-social behaviour cases were opened, of which 91.50% 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 97.80% of cases reported.

Empty homes

We aim to keep rent loss in empty homes to a minimum, and for April 2018 to March 2019 rent loss was 3.40%.

Rent and income

We collected 99.26% of the rent due from tenants and 96.62% 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 current rent arrears collection is 3.32% and former tenant collection is 2.38%.

Neighbourhood Services

We aim to support our tenants to stay in their properties and maintain their tenancies for longer. We do this by providing rent and advice, providing properties that meet their needs and which allow them to live in a clean, well maintained environment. The percentage of tenancies terminated remain low from April to March 2019 at 8.26%.