Complaint, Compliment or Comment
How do I make a Complaint, Compliment or Comment ?
You can tell us your views;
• by telephoning customer services on 0844 800 3800
• in person
• by letter
• by emailing complaints@bernicia.com
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Making a Complaint
Bernicia is committed to delivering our services to the satisfaction of our customers, but there are times when things do not go according to plan.
When something does go wrong we would like you to tell us so we can put it right, as we often don’t know when there is a problem unless you tell us about it.
In most cases, these issues can often be resolved quickly by talking to staff about them.
If you feel that we have not dealt with things properly or we have not provided you with the service you expected then you can make a formal complaint. Initially your complaint will be sent to a Manager to look into and they may contact you to discuss this directly, so please provide a daytime telephone number. Hopefully they will be able to resolve this issue with you directly however this is a three stage process so you can escalate the matter if you are still not satisfied with the outcome. For further information click this link to download our ‘How to Make a Complaint’ booklet
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Compliments– what happens?
If you give a Compliment to a specific member of staff or a team, this is passed directly to that person or team and to their Line Manager and relevant Head of Department. We also use any compliments we receive to improve our services so if we have done anything well, please let us know.
Comments – what happens?
If you have a suggestion, an idea or just a general comment this will be passed on to the relevant team and Head of Service for consideration. On some occasions we need to contact you to get further details, so if possible please provide a daytime telephone number.
We value your views and use your complaints, compliments and comments as a way to learn how we can improve our services. These are reviewed by a panel of tenant customers on a regular basis to help us take recommendations forward.