October 2024 Tenant Newsletter

Customers are at the heart of what we do.

Read on for updates from across our services, changes we're making to make things easier, and more.

Housing services transition to South Tyneside Council

From 1 November 2024, the services provided to you by South Tyneside Homes will be provided by South Tyneside Council.

You can read more about this at: Council Housing Transition

Housing Services (including all staff) will transfer to South Tyneside Council, and South Tyneside Homes will no longer exist as an organisation.

If you have any questions please do not hesitate to contact us.

New branding

From 1 November 2024, you will start to see the changed name from South Tyneside Homes to South Tyneside Council Housing Services.

Future emails will come from a Housing Services email address and have the new name and brand included. 

 

Mutual exchange

Are you looking to move home but are unsure on what to do?

Have you heard the term 'mutual exchange' but aren't too sure what this means?

Read the brief explanation on Mutual Exchange and how our partner House Exchange can help:

Mutual exchanges

It's never been easier for you to find a home swap.

Condensation

During the colder months, condensation can become a major problem in many homes.

It is caused when warm, moist air hits a cold surface such as a window or external wall and condenses, running down the cold surface as water droplets.

If left this can develop into black mould which can cause serious health problems as well as thousands of pounds worth of damage.

Condensation can be a problem in any property no matter its age.

If you have condensation in your home let us know:

  • call 0300 123 6633. The phone line is open from Monday to Friday 8am to 6.30pm
  • email connect2@southtyneside.gov.uk
  • speak to our Customer Service Advisors via LiveChat on our website

For more information on ways you can manage condensation in your home see:

Damp, mould and condensation

Complaints and compliments

We have recently completed a self assessment against the Housing Ombudsman's Complaint Handling Code, which became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements.

The code aims to achieve best practise in complaint handling and provide a better service to tenants.

The results of our self assessment highlight, to the Ombudsman and to our tenants, the areas where we are compliant with the code.

View our self assessment.

We have also published our Annual Complaints Performance and Service Improvements report for 2023 / 2024.

As a reminder, there are a range of different ways that tenants can make a complaint, including using an online form, by telephone, live chat, email, letter and in person.

If you're looking to make a formal complaint, see: 

How to make a formal complaint

National hate crime awareness

We are continuing to work closely with our partners and the community to tackle hate crime and support National Hate Crime Awareness UK to raise awareness and encourage anybody who has been a victim of an offence to report it.

Hate crime can take on many different forms including assault, criminal damage, threats, and harassment.

These crimes could be committed against somebody because of their:

  • disability
  • race / ethnicity
  • religion or belief
  • gender identity
  • sexual orientation

If you are experiencing any of these offences, our teams are here to listen and provide you with support.

You can make a report easily and discreetly by:

Gas safety

We would just like to remind tenants that if you suspect a gas leak or smell gas, you should do the following immediately:

  • call the National Gas Emergency Service on 0800 111 999
  • open all doors and windows
  • turn the gas off at the emergency control valve if possible (unless the meter is in the cellar or basement) - the emergency control valve is located near your gas meter
  • do not turn lights on or off and avoid using other electrical switches and appliances
  • don't smoke, light a match or any other naked flame
  • inform us on 0300 123 6633
  • do not turn the gas back on until the escape has been repaired

We've undertaken 100% of gas surveys and completed 100% of properties with a gas safety certificate for the 13th year in a row.

For more information, please visit:

Gas safety