Gateshead Council repair workers have been unable to access properties for repairs on 2,700 occasions so far this year, including out-of-hours emergencies, according to recent council figures. This represents around 11% of repair jobs on the council's books.
The local authority confirmed that 5% of its out-of-hours emergency repair jobs were also unable to gain access to the property. The costs to the council for these “failed appointments” have been estimated at £93,000 so far.
Council response to missed appointments
A Gateshead Council spokesperson said: “Missed appointments, including for emergency repairs, are a concern because they waste public resources and delay essential work being completed in tenants’ homes. We have reviewed our service and are introducing measures to reduce missed appointments.
“These include increased contact with tenants ahead of scheduled repairs, working with other services where tenants may need additional support, and exploring the use of penalties where there are repeated, unjustified access issues. We expect tenants to provide access to their homes at agreed appointment times, or to let us know in advance if an appointment needs to be rearranged.
“This helps us make the best use of our resources and ensure repairs are completed as quickly as possible.”
Fines and no access events
In 2025, Gateshead Council introduced a £35 fine for tenants who repeatedly missed or denied access to repair and maintenance appointments. In 2024/25, the local authority logged 16,000 “no access events”, with each missed appointment costing between £25 and £100, depending on the work needed in the property.
The fine was introduced to encourage tenants to keep appointments and reduce delays, particularly for mandatory repairs like gas and electrical checks. Gateshead Council stated that no fines have yet been issued for non-access, but that it is in the process of changing its tenancy terms to impose fines where justified.
