Your feedback helps us to identify what we are doing well and where we need to improve.
How are we doing?
Over the first nine months of 2020/21, we received 81 complaints and 44 compliments.
- We resolved 62% of complaints at the first point of contact
- We investigated the remaining 38% formally, responding to 88% of them within target
- 80% of customers were satisfied with the way we investigated their complaint.
You can find out more about complaint handling during this period by reading our six-month Complaints Report.
When dealing with complaints we aim to follow the Housing Ombudsman’s Principles of Dispute Resolution.
If you contact us about an issue or concern that you would like us to investigate, we have a complaints procedure that we will follow which is made up of three stages:
Step 1 – Problem solving – If we can resolve your complaint quickly and informally, we will
Step 2 – Investigation – If your complaint requires a formal response, or an investigation is needed to determine a solution, we aim to provide a final response within ten working days
Step 3 – Review – If you remain unhappy with the response from the investigation you can request for it to be reviewed by a more senior officer. We aim to provide a final response within 20 working days.
If you are still not happy at the end of our complaints process you can ask a designated person to refer your complaint to the Housing Ombudsman, who will work with all parties to find a resolution. In Gateshead a designated person can be any MP or any local Councillor.
If you prefer to contact the Housing Ombudsman directly you must wait eight weeks from the date of the review outcome.
Housing Ombudsman’s Complaint Handling Code
In July 2020, the Housing Ombudsman published a new Complaint Handling Code.
The code provides a framework to social housing organisations for a consistent approach to complaint handling.
The code asks that we carry out a self assessment against its requirements. View our self assessment.
As a result of our self assessment, we will be working with Gateshead Council to review our approach to complaint handling and make changes where necessary.
It is also important that we learn from feedback when something has gone well, so we also record all customer compliments. If you compliment an individual, they will be informed, and details of the compliment will be added to their employment record, so it is always worth letting us know about the good service you receive.