Investment driving improvements in Gateshead Council's home repairs service
Tenant satisfaction in Gateshead Council's home repairs service has significantly improved following a series of targeted investments and service improvements to help drive up performance.
The council currently maintains over 17,500 occupied homes across Gateshead, and recent events, including stormy weather and the Covid-19 pandemic, had resulted in a higher demand for home repairs.
Following a thorough review of the service, a number of key areas were identified as requiring investment. The funds, which are part of broader £168 million investment being made in the council's housing service over the next five years, have contributed to improving capacity to carry out repairs promptly and to a better standard, and to improve the overall service being offered to valued tenants.
Councillor John Adams, Cabinet Member for Housing at Gateshead Council, said:
"There has been recent unprecedented demand for home repairs, rising from 2,000 a month a year ago, to over 6,500 in November, with over 63,000 repairs successfully completed since April this year, and the pressure this has put on the service has been challenging. We are committed to providing an outstanding service, and the thoughts and opinions of our tenants have been vital in helping us identify areas of our performance we needed to improve.
"One of the most significant investments has been in our workforce. This year we have recruited to 115 new job roles across our trade and customer service teams, as well as appointing 13 new apprentices, with five out of six from our previous intake transitioning into permanent roles. This means we are now better placed to respond quickly and decisively to repair requests, completing over 100 more repairs per week compared to this time last year.
"We have also introduced some new ways of working, including offering evening appointments, so we can visit when tenants are at home, contributing to us attending 93% of all arranged appointments. We are also striving to complete as many repairs as possible on our first visit, currently at 88%, as well as carrying out other additional related and unrelated repairs we identify during this first visit."
The council has also completely changed the way it responds to damp and mould issues in tenants' homes. All new reports of damp and mould are given a priority status and very quickly inspected and either thoroughly cleaned, or repairs carried out if necessary, including the installation of ventilation units to improve air flow and reduce moisture.
They are completing repairs to more homes following the end of tenancies, with 830 quickly returned to a lettable standard since April, meaning more choice for those seeking suitable accommodation.
In addition, to increase the lifespan of repairs and new installations, a further £4.6 million has been spent on 'Decency standard' works. Including a better standard of kitchen and bathroom installations, and improved insulation.
Councillor John Adams, added:
"Every tenant has a right to feel warm, safe, and secure in their home. The extensive improvements we have made over the last year has been very impressive, and I want to say thank you for the hard work of all staff in Construction Services. We will keep consulting and listening to our tenants, to keep improving, to make sure we meet existing needs and are prepared to meet future needs also."
If you are a current Gateshead Council tenant and need a repair to your home, report it online, or call 0800 408 6008.
Tenant satisfaction in Gateshead Council's home repairs service has significantly improved following a series of targeted investments and service improvements to help drive up performance.
The council currently maintains over 17,500 occupied homes across Gateshead, and recent events, including stormy weather and the Covid-19 pandemic, had resulted in a higher demand for home repairs.
Following a thorough review of the service, a number of key areas were identified as requiring investment. The funds, which are part of broader £168 million investment being made in the council's housing service over the next five years, have contributed to improving capacity to carry out repairs promptly and to a better standard, and to improve the overall service being offered to valued tenants.
Councillor John Adams, Cabinet Member for Housing at Gateshead Council, said:
"There has been recent unprecedented demand for home repairs, rising from 2,000 a month a year ago, to over 6,500 in November, with over 63,000 repairs successfully completed since April this year, and the pressure this has put on the service has been challenging. We are committed to providing an outstanding service, and the thoughts and opinions of our tenants have been vital in helping us identify areas of our performance we needed to improve.
"One of the most significant investments has been in our workforce. This year we have recruited to 115 new job roles across our trade and customer service teams, as well as appointing 13 new apprentices, with five out of six from our previous intake transitioning into permanent roles. This means we are now better placed to respond quickly and decisively to repair requests, completing over 100 more repairs per week compared to this time last year.
"We have also introduced some new ways of working, including offering evening appointments, so we can visit when tenants are at home, contributing to us attending 93% of all arranged appointments. We are also striving to complete as many repairs as possible on our first visit, currently at 88%, as well as carrying out other additional related and unrelated repairs we identify during this first visit."
The council has also completely changed the way it responds to damp and mould issues in tenants' homes. All new reports of damp and mould are given a priority status and very quickly inspected and either thoroughly cleaned, or repairs carried out if necessary, including the installation of ventilation units to improve air flow and reduce moisture.
They are completing repairs to more homes following the end of tenancies, with 830 quickly returned to a lettable standard since April, meaning more choice for those seeking suitable accommodation.
In addition, to increase the lifespan of repairs and new installations, a further £4.6 million has been spent on 'Decency standard' works. Including a better standard of kitchen and bathroom installations, and improved insulation.
Councillor John Adams, added:
"Every tenant has a right to feel warm, safe, and secure in their home. The extensive improvements we have made over the last year has been very impressive, and I want to say thank you for the hard work of all staff in Construction Services. We will keep consulting and listening to our tenants, to keep improving, to make sure we meet existing needs and are prepared to meet future needs also."
If you are a current Gateshead Council tenant and need a repair to your home, report it online, or call 0800 408 6008.
