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Quarterly Meetings (3 hours + 1 hour’s prep)
Frequency: 4 per year
Hours: 16 -
Training and Conferences (Full working day)
Frequency: Usually, 1 per year
Hours: 8 -
Interim Meetings (2 hours)
Frequency: Approx 8 per year
Hours: 16 -
Other duties, additional meetings, phone calls and requests
Frequency: Monthly
Hours: 1
How we are governed
Our tenants help make sure you have ways to share your views, and that we listen and act on what you tell us.
Get involvedWho’s involved
There are two main groups who work together to make sure tenant voices lead to action.
Customer Services Committee (CSC)
The CSC makes sure we keep our promises and deliver good services.
They check that we’re listening properly and acting on what tenants say.
This committee is attended by a Bernicia Board Member, Bernicia Executive Leaders and also three involved tenants, demonstrating real collaborative working.
Tenant Voice Panel (TVP)
The Tenant Voice Panel looks more closely at how we do things.
They talk to tenants, review services, and share ideas with the Customer Services Committee and the Board.
The panel consists of a chairperson, a vice chairperson and 13 other members, all of whom are Bernicia tenants, alongside representatives from Bernicia’s Tenant Engagement Team.
This panel reviews Bernicia’s performance and suggests areas for scrutiny and improvement.
Together, there groups make sure tenants have a strong voice in how Bernicia is run.
Tenants
Share views and lived experience
Share views and lived experience
➜
Tenant Voice Panel (TVP)
Looks at services and gives feedback
Looks at services and gives feedback
➜
Customer Services Committee (CSC)
Checks we act on what tenants say
Checks we act on what tenants say
➜
Board
Oversees and sets direction
Oversees and sets direction
↻ We listen. We act. We share what we’ve done.
Tenant Voice Panel
The panel consists of up to 15 tenants and meets officially four times a year, with eight informal meetings in-between.
Each year our panel of tenants undertake a series of in-depth reviews of our services.
The panel are also responsible for awarding grant funding to those initiatives who have applied through the Community Investment fund.
They currently meet in person during the day at either Bernicia’s head office in Ashington or our local office in Durham.
We are happy to accommodate different meeting times to suit tenant’s schedules.
We can also incorporate online meetings via teams for tenants who are unable to attend in person.
We cover travel expenses incurred for attending in person, as well as providing you with the correct equipment to facilitate for you to join online.
The panel have influenced and changed some fantastic things over the last 12 months. They were recently part of a focus group looking at our approach to Awaab’s law, as well as involved in the MyBernicia launch.
We always share what we have done as a result.
Find out more by visiting our What we’ve achieved together page.
The panel are beginning an in-depth review of our repairs journey in April 2026. They will carry out a full scrutiny of our services by reviewing data gathered from tenant feedback, holding interviews with members of our repairs team and listening to lived experiences of our tenants. After they complete their review, they will provide recommendations to our Customer Services Committee. They are also carrying out several reviews of our policies and looking at the procurement contract for Estate Services.
Find out more by visiting our What’s coming up page.
Terms of reference
Our terms of reference document outlines the purpose, scope, roles and responsibilities of the group, including how it operates and makes decisions.
Find out more by reading our terms of reference in full.
Code of conduct
Our code of conduct document sets expectations for behaviour, ensuring all members engage respectfully, professionally and in line with agreed standards.
Find out more by reading our code of conduct in full.
Annual Statements from the Chair of the Tenant Voice Panel
Each year, the Chair of the Tenant Voice Panel prepares an annual statement setting out the work of the panel over the previous 12 months.
You can read the latest statement and previous years’ statements below.
During the last year we have been busy focussing on Asbestos and Damp and Mould in preparation for Awaab’s Law, monitored consumer standards and together with tenant’s
standard making sure Bernicia always remains compliant. We have worked closely with members of staff to monitor performance across all aspects of the business through regular sharing of performance information.
Bernicia is in the second year of carrying out Tenant Satisfaction Measures, known as TSM’s. This data is extremely important as it helps ensure fair and satisfactory services to all tenants. We are pleased to see the results of the tenant perception measures and recognise that Bernicia is operating at a high level in respect of the services it provides.
We have also worked very closely with heads of service, particularly within anti-social behaviour, to ensure the process is meaningful to tenants and robust. Anti-social behaviour officers attend regular meetings with tenants and the police at our local Hives at Newbiggin, Bedlington and Ashington as well as meeting places throughout Bernicia’s Housing stock.
Three members of the tenant voice panel completed “a day in the call centre”. This is an important service as it is usually a tenants first port of call. They found it remarkably interesting and reported back that the call handlers were helpful, have regular training and signpost customers when needed. All in all, an efficient and professional department.
Several tenants were involved in the development and testing of the new Bernicia Portal, their knowledge was very insightful and helped shape how the portal will work.
This service is scheduled to be available from September 2025.
This past year we have been focussed on influencing and supporting Bernicia’s transition to compliance with requirements of the Social Housing Act 2023.
Prior to that we were engaged in the consultation phases of both the Regulator of Social Housing’s new Consumer Regulation Standards, and the Housing Ombudsman’s revised Complaint Handling Code. We have always proactively scrutinised Bernicia’s compliance with the consumer standards, and supported progression of activities and actions that go beyond just compliance with these, to identify and adopt good practice and innovation in service standards and delivery.
This put us on the front foot when it came to considering Bernicia’s compliance with the draft standards, from which an action plan to strengthen some elements was identified.
We now have plans in place to assess Bernicia’s compliance of the final standards, confirmed recently, to ensure that we continue to scrutinise Bernicia’s performance and compliance with the Consumer Standards.
Given the changed requirements introduced this year, we have focussed our attention on the collection and outcomes of the Tenant Satisfaction Measures, which incorporate both tenant’s perceptions of services, alongside management information, which identifies performance against specific indicators. An overview of the results can be found here. These will help inform our work in the coming year and inform plans for the future.
We are pleased to see the outcome of the tenant perception measures and recognise that Bernicia is operating at a high level in respect of the services it provides and the standards it is meeting. Within our role as Involved Tenants, we will be working with officers to determine the consistency with which services are delivered, to determine if there are any groups of people, locations, or types of property that are generating different results to others. This way we can monitor progress and ensure services are designed with everyone in mind.
We have also focussed on revisions to the Housing Ombudsman’s Complaint Handling Code, to ensure Bernicia remains complaint with this, and proactive in its response and resolution of complaints, but also the learnings they can take from this, to continue to improve services for tenants.
Reviewing and revising the complaints approach has been a specific focus for us this year, with the service now streamlined to a 2-stage approach, with more robust analysis and strategic overview of trends arising. This helps us to better learn from the feedback, and focus attention on improving services to reduce complaints, and get problems resolved quickly.
Tenant Voice Panel meeting minutes
Key Highlights
Rent Collection
Slightly below target due to calendar week overlap.
Voids and Lettings
- Delays from limited trades, asbestos checks, damp & mould work, and high clearance demand
- New KPI reporting and scorecards introduced
- Concerns raised about Housing Officer visibility; Bernicia to review patch sizes
Tenant Spotlight – Contact Centre
- Handles 120,000 contacts a year; ~70 calls per handler daily (more in winter)
- Improved response to damp and mould queries
- Positive feedback on staff professionalism and empathy
Consumer Standards & Satisfaction
- New Regulator Consumer Standards shared; workshops planned
- Tenant Satisfaction Measures year-end analysis underway
Other Updates
- Complaints process discussed; follow‑ups to be provided
- Feedback Panel and TVP to merge – joint meeting on 6 December 2024
- Garden maintenance issues at Etal House to be reviewed
Key Highlights
Performance
- Rent collection at 98.55% (slightly below 98.75% target)
- Voids above target due to prioritising repairs in occupied homes
- Damp and mould reports down 14%
- Gas servicing delays linked to access issues only
Tenant Satisfaction & Feedback
- Overall satisfaction: 81%
- Strong satisfaction with repairs and complaints handling; lower for communal areas and grounds
- 14‑person damp team, plus more joiners reduced repair wait times
- Grounds maintenance improvements underway; teams will use tablets for before/after photos
- New complaints process introduced, aligned to Ombudsman Code
- Focus on learning from complaints
Tenant Involvement
- Introduction of Bernicia Friendlies (colleagues who are also tenants)
- Launch of Tenant Big Conversation to shape future service priorities
Community Investment
- Funding approved for: Berwick Wellbeing Art Group, Gateshead Redheugh Boys Club and Glendale Gateway Trust
Key Highlights
Performance
- Rent collection at 98.29% (slightly below target, seasonal trend)
- Void loss remains strong, though available‑to‑let numbers remain above target
- Average relet time increased to 93.65 days; new performance dashboard created to identify delays
- Lettings satisfaction high at 91.46%
- ASB cases reduced
- 77.48% of non‑emergency repairs completed on time; Salesforce electrical repairs went live in January to support improvement
- Damp and mould cases continue to fall; awaiting final Awaab’s Law requirements
Tenant Feedback & Engagement
- New MyBernicia portal progressing well; launch expected March 2025
- Feedback from 85 users included more promotion, plus video/voiceover guidance
- New ASB and New Build surveys to strengthen tenant insight
Tenant Big Conversation
- Independent agency Explain facilitated discussions on customer service, communications and lived experience
Complaints & Compensation
- Updated compensation matrix launched for fair, consistent decision‑making
- TVP suggested adding “for guidance only.”
- Complaint templates updated for clearer communication
Consumer Standards & TSMs
- Governance update shared on annual consumer standard self‑assessment
- TVP invited to support evidence review and scrutiny
Community Investment Panel
- Funding approved for: Ashkirk Homeless Project, Blyth Town Football Club and Choices4Growth
Key Highlights
Performance
- Strong performance in rent collection, gas safety, lettings satisfaction and complaints
Voice of the Customer
- 10,900+ pieces of feedback collected this year
- Repairs satisfaction steady; complaints satisfaction dipped due to repair issues
- Planned works satisfaction varies by programme
Tenant Big Conversation – Findings
- 585 survey responses + 22 focus group participants
- Priorities: high‑quality repairs and planned works
- Main frustrations: ASB and communal areas
- Tenants want clearer updates, better communication and clarity on what they can fix themselves
Assets & Service Standard
- Asset Management Strategy & Service Standard 2025 approved
- 5‑year investment plan shared, including EPC/SAP targets
- Panel requested clearer planned‑works letters; Assets team will update
Consumer Standards & TSMs
- New Consumer Standards in place; documents to follow for review
- TSM assurance underway; panel satisfied with perception measures
Engagement Framework
- New involvement model proposed: strategic, face‑to‑face, digital and community‑based engagement
- Aims to widen participation, strengthen scrutiny and create an Insight & Engagement team
Community Investment
- Funding approved various applications
Key Highlights
Performance
- Strong results in rent collection, gas safety, lettings satisfaction and complaints
- Customer satisfaction, void loss and repairs improving
Customer Insight
- 10,900+ feedback responses this year
- Repairs satisfaction steady; complaints satisfaction dipped
- Planned works satisfaction mixed
Big Conversation – Key Themes
- Top priority: good repairs & planned works
- Main frustrations: ASB and communal areas
- Tenants want clearer updates and guidance on what they can do themselves
Assets & Standards
- Asset Strategy a Service Standard 2025 approved
- 93% of homes surveyed in 5 years; 5‑year investment plan shared
- Planned‑works letters to be improved
Standards & Assurance
- New Consumer Standards; panel to review
- TSM assurance progressing; panel satisfied
Engagement Framework
- New model proposed to widen involvement and strengthen scrutiny
Community Investment
- Funding approved for Brandon Primary School, Sleek burn House, Clennel House and Berwick Community Trust; small grants also approved
Key Highlights
- Strong performance in rent collection, gas safety, lettings satisfaction and complaints
- Customer satisfaction, void loss and repairs improving
- 10,900+ feedback responses this year; repairs satisfaction steady, complaints dipped
- Big Conversation priorities: good repairs/planned works; frustrations with ASB and communal areas; clearer communication needed
- Asset Strategy and Service Standard 2025 approved; 5‑year investment plan shared; planned‑works letters to be improved
- New Consumer Standards and TSM assurance underway
- New engagement model proposed to widen involvement
- Funding approved for Brandon Primary School, Sleek burn House, Clennell House and Berwick Community Trust
Key Highlights
- Minor dip in non‑emergency repairs
- Very few damp & mould cases meeting Awaab’s Law thresholds
- More abandoned Contact Centre calls due to longer diagnostics and trades calls included
Workplan and Scrutiny
- Gas Safety Policy endorsed
- Temporary Accommodation Policy updated
- Engagement on damp & mould and Northumbria Lodge
- 2026 scrutiny priorities agreed
Scrutiny 2026
- Repairs journey scrutiny starts April 2026
- Approach to be proactive and data‑driven
Repairs & Maintenance Policy
- Updated to align with damp & mould timescales.
- Panel requested clearer, more tenant‑friendly wording.
Tenant Voice Panel agenda summaries
- Welcome, introductions and apologies
- Operational Performance – Quarter 1 (April, May and June) – Voids/Reporting Update
- Updates: The Regulator Consumer Standards consultation, Tenant Satisfaction Measures & decisions by Board
- Tenant Priority Topic – Call Centre Training
- Salesforce Project Update and Video Remote Assist
- Update from the panel following the Interim meeting held 10 July 2024
- Future focus for 2024 -25
- Welcome, introductions and apologies
- Operational Performance – Quarter 2 (July, August & September) Updates: The Regulator Consumer Standards consultation, Tenant Satisfaction Measures & Decisions by Boar
- Tenant Priority Topic – Rent and Service Charges. (Breakdown)
- Salesforce Project Update and Video Remote Assist
- Update from the panel following the Interim meeting held 10 July 2024
- Welcome, introductions and apologies and declarations of interest
- Operational Performance Q3, VOC (Voice of the Customer) and TSM (Tenant Satisfaction Measures)
- Tenant Big Conversation – Focus Group with the panel
- Complaints Guidance – Feedback from panel regarding compensation matrix & proposed letters
- Consumer Self-Assessment and TSM Approach
- Community Investment Panel – Applications for review
- Welcome, introductions & apologies and declarations of interest
- Operational Performance Q4
- VOC (Voice of the Customer) and TSM (Tenant Satisfaction Measures) Update Q4
- Tenant Big Conversation
- Assets
- Consumer Standards
- Engagement Framework – Discussion
- Community Investment Panel – Framework Discussion
- Community Investment Grant Applications for review
- Welcome, introductions & apologies and declarations of interest
- Recap on scrutiny since last meeting, outcomes & impact
- Lasting Power of Attorney (LPA)
- Complaints Annual Self Assess Review
- Access Letter Amended – Jane
- New MyBernicia Portal Testing
- Housing And Communities Strategy 2026-2031
- Operational Q3 Overview – Voice of the customer
- Voids update
- Regulatory Scrutiny Coming Up
- Value For Money (VFM)
- Grants, Quarterly Reports and Budget Update – Applications for review – 4
- Quarterly reports and budget spend
- Welcome, introductions and apologies and declarations of interest
- Voids update
- Operational Performance Q2, VOC (Voice of the Customer) and Tenant Satisfaction Measures
- Workplan and feedback on Terms of Reference
- Awaab’s Law scrutiny
- Welcome, introductions and apologies and declarations of interest.
- Operational Performance Q3, VOC (Voice of the Customer) & Tenant Satisfaction Measures Update. Customer survey questions.
- TPAS training 4 and 5 March
- Terms of Reference – update panel
- Departmental Structure – update panel
- Review and sign off workplan
- Review upcoming scrutiny priorities
- Repairs & Maintenance Policy (precursor to deep dive scrutiny starting April 2026)
- Review income letters for feedback
- Applications and Budget update
Request the full Tenant Voice Panel meeting agenda or meeting minutes
If you would like to see a full copy of any Tenant Voice Panel meeting agenda or meeting minutes, please complete the form.
Interested in being a Tenant Voice Panel Member?
Get involved
Get involved
You don’t need any experience, just your perspective as a tenant. We’ll support you with training, expenses, and flexible ways to take part.
Our plan for 2026-2031
How we’re planning to develop tenant engagement over the next five years.
Below is a snapshot of our five year plan. If you’d like more detail, you can read the full strategy here.
“We listen. We act. We share what we’ve done.”
Year 1: Listening – Getting the basics right
This year is about building strong foundations, involving more tenants and providing more ways for you to have your say about things that matter to you as a tenant. As more opportunities become available in 2026 to get involved, we will add them to our What’s coming up page and let you know.
Year 2: Acting – Making changes happen
Tenant-led reviews will drive real improvements to services. You’ll see clear results from the feedback you’ve given, with more ways to get involved both online and in your local community.
Year 3 – Reviewing – Checking we’re on track
We’ll pause and ask what’s working well and what needs to change by seeking your feedback and making improvements based on what you tell us.
Year 4 – Delivering – Showing the difference
We will have lots of examples of how tenant involvement has improved services, so you can feel confident in sharing your feedback knowing it will be listened to and acted upon.
Year 5 – Planning – Growing and improving
Work to design the next five years of engagement using everything we’ve learned to make involvement even better.
Want to have your say?
Get involved
Get involved
If you’d like to get involved, please register your interest by completing the online form.