Newcastle City Council
Tenant Satisfaction Measures 2025/26
CouncilNorth24,519 homesRegulator code 00CJ
In 2025/26, 62.9% of Newcastle City Council's tenants in rented homes were satisfied overall with its service (TP01). That is below the median of 70.6% for councils, putting it in the bottom quartile (129th of 160).
That is up 14.3 points on 2024/25. Against other councils, its strongest result was anti-social behaviour and its most room to improve was time taken for repairs.
Compare Newcastle City Council with its peers
Peers by size, region or patch, three-year trends, a what-if tool and a printable report, in the TSM Tracker.
Tenant perception, rented homes
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| TP01Overall satisfaction | 62.9% | 70.6% | Bottom | ▲ +14.3 |
| TP02Satisfaction with repairs | 67.1% | 74.4% | Bottom | ▲ +11.9 |
| TP03Time taken for repairs | 62.4% | 71.3% | Bottom | ▲ +10.9 |
| TP04Well-maintained home | 68.2% | 71.4% | 3rd | ▲ +14.0 |
| TP05Safe home | 74.1% | 76.8% | 3rd | ▲ +12.2 |
| TP06Listens and acts | 58.5% | 60.2% | 3rd | ▲ +16.2 |
| TP07Keeps tenants informed | 66.5% | 71.4% | 3rd | ▲ +13.6 |
| TP08Fair and respectful | 74.1% | 77.0% | 3rd | ▲ +10.8 |
| TP09Complaints handling | 31.8% | 32.3% | 3rd | ▲ +7.7 |
| TP10Communal areas | 64.6% | 66.2% | 3rd | ▲ +13.6 |
| TP11Neighbourhood contribution | 64.1% | 64.2% | 3rd | ▲ +18.3 |
| TP12Anti-social behaviour | 60.0% | 57.6% | 2nd | ▲ +17.4 |
Repairs & building safety
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 1.9% | 3.6% | 2nd | ▼ −9.2 |
| RP02_1Non-emergency repairs on time | 90.3% | 85.7% | 2nd | ▲ +0.6 |
| RP02_2Emergency repairs on time | 92.8% | 95.2% | 3rd | ▲ +4.8 |
| BS01Gas safety checks | 99.9% | 99.9% | 3rd | ▼ −0.1 |
| BS02Fire risk assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS03Asbestos surveys | 100.0% | 100.0% | 2nd | 0.0 |
| BS04Legionella assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS05Lift safety checks | 100.0% | 100.0% | 2nd | 0.0 |
Complaints & neighbourhood
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 35.0 per 1,000 homes | 51.8 | 2nd | ▲ +18.0 |
| CH01_2Stage 2 complaints rate (lower is better) | 5.40 per 1,000 homes | 10.8 | Top | ▲ +2.30 |
| CH02_1Stage 1 responded in time | 86.9% | 88.0% | 3rd | ▲ +24.3 |
| CH02_2Stage 2 responded in time | 69.9% | 86.3% | 3rd | ▲ +21.8 |
| NM01_1ASB cases rate (lower is better) | 52.1 per 1,000 homes | 37.3 | 3rd | ▼ −0.50 |
| NM01_2Hate incident cases rate (lower is better) | 1.40 per 1,000 homes | 0.60 | Bottom | ▼ −0.30 |
Quartiles and medians compare Newcastle City Council with the councils that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 1,980 responses, margin of error ±2.1 points.
Other councils in North
Contains public sector information published by the Regulator of Social Housing, licensed under the Open Government Licence v3.0. Map boundaries: ONS Open Geography Portal, Crown copyright and database right, OGL v3.0. Analysis by CX-Feedback.