New team drives housing complaint improvements

A council team is improving housing complaint handling.

Gateshead Council has launched a Customer Feedback and Insights Team to enhance how housing complaints are managed, ensuring residents receive fair, clear and timely responses. 

The team, introduced in January 2025, is led by a customer feedback and insights manager and includes three officers who guide residents through the complaint process from start to finish.

It was established after residents highlighted delays and dissatisfaction with the service, with a tenant panel review recommending a dedicated unit to provide clarity and consistency.

Since its introduction, most complaints are now resolved within target timescales, with tenants praising the clarity, tone and jargon-free approach of responses. 

By fostering collaboration across housing services, the team is also helping staff view complaints as opportunities to learn and improve services, shifting the overall culture towards more responsive, resident-focused support.

Councillor Chris Buckley, cabinet member for housing at Gateshead Council, 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.”

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