STAIRs information we publish

Find information we publish under STAIRs, including governance, spending, performance, services and how we manage homes and neighbourhoods. We will keep this page updated so information is clear and easy to find.

What is STAIRs?

Social Tenant Access to Information Requirements (STAIRs) gives social housing tenants stronger rights to access information about their homes and housing services. Bernicia already shares information about our services, performance and responsibilities as a landlord.

This page brings that information together in one place, making it easier to find.

Information we publish

We are reviewing the information we already publish and will continue to add links to relevant pages and documents.
You can use this page to find information that has been published about the following areas.

Information about senior staff names and roles, organisational structure and governance arrangements. Decision making processes and policies, prioritisation of complaints, information on tenant consultations (including methodology), tenant meeting minutes and agendas.


About Bernicia
Find out who we are and what we do.

Information about Bernicia’s leadership and governance, including the Executive Team, Board of Directors, organisational structure and how Bernicia is regulated.


Our Executive Team (senior staff names and roles)
Meet the senior team who are responsible for the day to day running of Bernicia and delivering services to our customers.


Our Board of Directors (Board member names and roles)
Meet our Board members who provide strategic direction, oversee performance and help ensure Bernicia is well run.


Governance and organisational structure information
Learn about Bernicia’s structure, how decisions are made, and how responsibilities are shared across the organisation.


Statement of Preferred Board, Subsidiary and Committee Composition (decision making processes)
Read about Bernicia’s governance structure and how our Board is made up of people with a range of skills, knowledge and experience to help lead the organisation and make informed decisions.


Find out how we work with tenants, including how we plan consultations, gather feedback and use what people tell us
See how we consult tenants, use feedback to improve services, and how you can get involved to help shape how Bernicia works.


Customer Insight and Engagement Framework
This framework explains how we listen to tenants, use customer/tenant insight and create meaningful opportunities for people to influence our services. It shows how tenant feedback, scrutiny and engagement help us make better decisions, improve services and stay accountable.


The rental process / Choice Based Lettings (CBL) / Bernicia’s waiting list
Information about Bernicia’s rental process, including how people can apply for homes through Choice Based Lettings, Bernicia’s waiting list and MovingSoon for homes available immediately.


Complaints and compliments information / guide / policy
This page explains how tenants can make a complaint, share a compliment and understand what happens next. It supports transparency by setting out how we respond to feedback, learn from complaints and use customer/tenant insight to improve our services. You can also view our complaints and compliments guide and our complaints policy.


Corporate Social Responsibility / Community Investment Strategy
We are more than a landlord. Find out about the work we do with people and partners to support communities, improve lives and protect the environment.

See how we manage spending, grants and the use of service charge revenue.

Information about our housing stock management plans, maintenance work, progress towards net zero, stock transfers.


Our Commitment to Environmental Sustainability (progress towards net zero)
See how we are reducing carbon emissions, improving energy efficiency and supporting greener communities as we work towards net zero.


Energy-saving upgrades for your home
How we are making homes warmer, healthier and more affordable to run.


Corporate Strategy
Information about Bernicia’s Corporate Strategy, including strategic objectives, investment in homes and communities, value for money, tenant engagement, governance, organisational effectiveness and partnership work across the North East.


Repairs and maintenance / policy
This page explains how tenants can report repairs, what repair timescales apply and how we manage repair responsibilities. It supports transparency by setting out what tenants can expect from us, what we are responsible for and where tenants share responsibility for looking after their home. You can also view our repairs and maintenance policy.


Stock transfers
This page explains how we became one Bernicia Group through stock transfers, mergers and full amalgamation. It gives important context on our history, regional purpose and how our current structure supports consistent standards, accountability and long-term service delivery.


Planned investment programme
This page explains how we plan and share information about future investment in tenants’ homes. It supports transparency by setting out the types of improvement work that may be carried out, when work may take place and how we keep tenants informed.

Information about inspections outcomes, ratings, performance reviews, evaluation reports, Tenant Satisfaction Measures, media releases, complaint metrics, information request data, health and safety performance and assessments, maintenance work and number of evictions.


How we’re regulated / inspection outcomes and ratings
Find out how Bernicia is regulated, view inspection outcomes and ratings, and see how we meet our responsibilities as a social landlord.


Value for money information
Information about Bernicia’s approach to value for money, including how money is spent, how resources are managed and how value for money is embedded across business and service planning.


Performance reports
This page brings together key information about how we are performing across our services, including Complaints Performance and Service Improvement Reports, Tenant Satisfaction Measures, Operational Performance (including Compliance Risk Assessments and Eviction data) and Internal Audit Annual Reports. It supports transparency by showing how we monitor services, report results and use feedback to improve.


Media releases / news
Find out about our latest news, events and stories from across Bernicia and the communities we serve.


Complaints and compliments updates and metrics
Learn how we use complaints, compliments and service updates to understand what we are doing well, where we need to improve, and how feedback helps us provide better services. This includes complaint volumes, response times, Housing Ombudsman decisions, learning from complaints, service improvements and compliments received.


Awaab’s Law compliance / Damp, condensation and mould
Information about Awaab’s Law, including Bernicia’s legal repair timescales for emergency hazards, serious damp and mould, how tenants can report concerns and how Bernicia keeps tenants safe and informed.

This section brings together key information about the services, advice and support available to Bernicia tenants. It includes how tenants can contact us, use MyBernicia, manage their home and tenancy, access help and support, stay safe, get involved, move home, give feedback or make a complaint.


Contact us
Information about how people can contact Bernicia, including general enquiries, urgent issues, emergency reporting, complaints signposting, office locations and opening hours.


MyBernicia (tenant portal)
MyBernicia, the online tenant portal where tenants can manage their tenancy at a time that suits them, 24 hours a day, 365 days a year. This includes making payments, logging and tracking repairs, viewing frequently asked questions and accessing further help and support.


Find a home / the rental process
This section brings together information about finding a home with Bernicia. It covers homes to rent, homes to buy, tenancy types, the rental process, shared ownership, age exclusive communities and community alarm services.


Antisocial behaviour
We’re committed to tackling antisocial behaviour and have dedicated teams working with a victim-centred approach, helping you to feel safe in your home and neighbourhood.


Home improvements / aids and adaptations / insurance
Information about Bernicia’s property improvement support, including aids and adaptations, home improvements, tenant information and insurance advice to help tenants manage and improve their homes.


Manage my home
Information and guidance for tenants about managing their home and tenancy, including MyBernicia, payments, repairs, damp and mould, property improvements, moving home, tenancy rights, complaints, service charges, insurance, heat networks and ending a tenancy.


Types of tenancy
Information about the types of tenancy offered by Bernicia, including tenancy agreements, tenant rights and responsibilities, starter tenancies, assured tenancies, affordable rent tenancies and other specialist tenancy arrangements.


Assignment of a tenancy
Information about transferring your tenancy to another person or applying to leave a joint tenancy, including who may be eligible, how to apply and what happens next.


Bernicia Living
Information about Bernicia Living, including independent living schemes for people aged 55 and over, available rented homes, property types and locations across the North East.


Supported living
Information about supported living with Bernicia, including available support, care and support partners, supported living schemes, extra care services and specialist accommodation.


Community alarm services
Information about Bernicia’s community alarm services, including 24-hour monitoring, emergency support, equipment maintenance, monthly testing and how the service helps tenants live independently and safely at home.


Your safety
Information about tenant safety, including anti-social behaviour, domestic abuse, safeguarding, home safety and what tenants can do if they feel unsafe in their home or neighbourhood.


Home safety
Information about home safety, including gas safety, electrical testing, fire safety, asbestos, water safety, lift safety, repairs and how Bernicia helps tenants stay safe and comfortable in their homes.


Shared ownership
Information about Bernicia’s shared ownership offer, including low-cost home ownership options, how shared ownership works, eligibility routes and links to application guidance.


Right to buy or acquire
Information about Right to Buy and Right to Acquire, including eligibility, qualifying tenancy types, public sector tenancy requirements, links to government guidance and how tenants can contact Bernicia for support.


Right to succession
Information about Bernicia’s approach to succession, including when someone may be able to take over a tenancy after a tenant dies, the types of succession and links to the Succession Policy.


Right to exchange
Information about Bernicia’s approach to mutual exchange, including how tenants may be able to swap homes with another social housing tenant and where to find related moving home guidance and the Mutual Exchange Policy.


Grounds maintenance
Our grounds maintenance service helps keep communal outdoor areas clean, safe and well maintained. Find out what work we carry out, where we provide the service and how weather can affect schedules.


Tenancy Fraud
Information about Bernicia’s approach to tenancy fraud, including what tenancy fraud is, examples of fraudulent activity, how concerns are investigated, action that may be taken and support for people affected.


Ending a tenancy (including eviction)
Information about Bernicia’s approach to ending a tenancy, including support to help tenants keep their home, how tenancy concerns are managed, when eviction may be considered and how legal and regulatory requirements are followed.


Request for works and home improvements
Information about Bernicia’s home improvements process, including when tenants need permission, how requests are assessed, maintenance responsibilities, compensation for approved improvements and support with repairs or planned improvement work.


Temporary or permanent relocation
Information about Bernicia’s approach to temporary and permanent relocation, including when tenants may need to move, how alternative accommodation is arranged, costs and support, communication during the process and support for returning home or moving permanently.

Information about how we invest in homes, neighbourhoods and communities.


Declaration of interests
Information about Bernicia’s declarations of interest, including published interests for board members, committee members and the Executive Team, and how conflicts of interest are recorded and managed.


High-rise buildings – Northumbria Lodge
Information about Northumbria Lodge, including tenant engagement, high-rise building safety, fire safety responsibilities, emergency planning, resident communication and how building safety concerns can be reported.


Gas safety register
Information about gas safety, including Bernicia’s landlord responsibilities, annual gas safety checks, access requirements, tenant responsibilities, emergency advice, reporting concerns and how gas safety is monitored through policy and compliance arrangements.


Fire safety risk assessments
Information about fire safety, including Bernicia’s landlord responsibilities, fire risk assessments, communal area safety, tenant guidance, reporting fire or structural safety concerns and how fire safety is managed through policy, compliance and assurance arrangements.


Electrical installation condition report records
Information about electrical safety and testing, including five-year electrical checks, access requirements, tenant responsibilities, reporting safety concerns and how electrical safety is managed through policy, compliance and assurance arrangements.


Asbestos register
Information about asbestos safety, including Bernicia’s legal and regulatory responsibilities, how asbestos is identified and managed, tenant safety advice, reporting concerns and how asbestos risks are monitored through policy, compliance and assurance arrangements.


Water hygiene / legionella risk assessments
Information about water safety, including Bernicia’s approach to water hygiene, managing legionella risks, tenant safety advice, reporting concerns and how water safety is managed through policy, compliance and assurance arrangements.


Lift safety
Information about lift and stair lift safety, including Bernicia’s responsibilities for servicing, maintenance, statutory inspections, fault reporting, resident safety advice, accessibility needs and how lift safety is managed through policy, compliance and assurance arrangements.

Information about policies relating to the management of social housing.

Request a review

We want the information we publish under STAIRs to be clear and complete.
Tenants helped us review the content and layout of this page to make sure it is easy to understand and meets their needs.
If you believe information is missing, and that we are required to publish it under STAIRs, you can ask us to carry out a review.
You must make your request in writing. You can:

Bernicia HQ,
Oakwood Way,
Ashwood Business Park,
Ashington,
Northumberland,
NE63 0XF

We will review your request and respond within 30 calendar days of receiving it.
If you remain unhappy after receiving our response, you can ask the Housing Ombudsman to consider the matter.

Social Tenant Access to Information Requirements (STAIRs)

Find information about Social Tenant Access to Information Requirements, known as STAIRs, and how Bernicia publishes information about homes, services, performance and tenant rights.

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Contact Us

Get in touch with Bernicia and find out where we are located.

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About us

We've been providing quality homes and services to people in the North East for over 50 years, earning a reputation as one of the country's leading housing providers.

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News and events

The latest news from Bernicia and our communities.

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