Ways to get involved

We offer several different ways for tenants to share their views with us.

• Tenant Satisfaction Measures (TSMs) – These are set by the Regulator of Social Housing. Our partner, KWEST will contact a sample of customers by phone to ask for feedback on our services.
• Surveys – After receiving a recent repair or upgrade or moving into a new home, you will receive a survey from us to share your feedback. We may also send you additional surveys from time to time.
• Complaints – If something goes wrong, we want to know so we can put it right. To make a complaint, please complete our complaints form.
• Compliments – If something goes well, we’d love to hear about it. To feedback with a compliment, please complete our compliments form.

Time: Approximately 3-4 hours per month

Where? Face to face or online meetings, 12 meetings per year

How it works?

Each year a panel of up to 15 members undertake a series of reviews of our services across several meetings within the year. Their role is to help ensure that we are listening to our tenants and our decision making is tenant led. The panel are also responsible for awarding grant funding to those initiatives who have applied through the Community Investment fund.

Key Responsibilities

• Monitoring and reviewing tenant feedback, ensuring our tenants influence improvements to our services.
• Studying complaints trends and areas for improvement
• Reviewing performance, policies, processes and procurement contracts.
• Provide recommendations to our Customer Services Committee

Support Available: Refreshments, travel expenses, join online or in person, BSL interpreters, childcare expenses covered.

What you get: Training, equipment where applicable.

Find out more information about our Tenant Voice Panel.

The Customer Services Committee are a governance who makes sure we are held accountable for the promises we make. They check we are listening and importantly acting on what tenants are saying. This committee is attended by a Bernicia Board Member, Bernicia Executive Leaders and three involved tenants which is refreshed regularly.

Whenever there is a vacancy on the committee this will be advertised for applicants.

Find out more information about our Customer Services Committee.

Time: 2 hours

Where? Face to face, phone or online meetings.

How it Works?

We run numerous focus groups on specific topics. These can range from repairs to communications where you can share your lived experiences on specific services that matter to you.

Support Available: Refreshments, travel expenses, join online or in person, BSL interpreters, childcare expenses covered.

• Community Investment Fund – Apply for funding through our community investment fund
• Planned works – Our assets team host open day events when they are making improvements in your area such as kitchen and bathroom replacements
• Estate walkabouts – We regularly host estate walk abouts with our housing team where you can talk to your local housing officer about any estate concerns
• Skip days – A Day organised by our housing and safer communities’ team to tackle anti-social behaviour and fly tipping. A great opportunity to have a chat
• Employability support – Get help with CVs, job interviews, and to access training and volunteering opportunities at our employability events
• Drop-In Sessions – Our safer communities’ team and engagement team regularly host drop-in sessions at The Learning Hives in Newbiggin and Bedlington, as well as the Pelaw centre and Berwick to allow you to drop in and have your say
• Fire Safety – Yearly compliance and engagement event at Northumbria Lodge

We want to make it as easy as possible for you to have your say. You can provide us with your feedback in any of the following ways.

• Online Surveys
• Via our website for complaints and compliments
• Postal Surveys
• Telephone Surveys
• In-person at our drop in sessions