Performance Reports
Find out how we're performing in all areas of our business, including our latest tenant satisfaction measures
Complaints Performance Service Improvement Report 2024-2025
Appendix 1 – Annual Self-Assessment 2024-2025
Appendix 2 – Landlord Report – Bernicia Group 2024-2025
Avril Gibson, Deputy Board Chair, Chair of the Customer Services Committee and Member Responsible for Complaints, has made the following statement in response to the report:
As the Board Member responsible for complaints, I welcome this year’s Complaints Performance and Service Improvement Report along with the self-assessment against the Housing Ombudsman’s Complaint Handling Code.
These have been developed with our Tenant Voice Panel and our Customer Service Committee before being presented to Bernicia Group Board.
The report highlights the significant progress we’ve made over the past year in strengthening our complaints approach and ensuring that tenant feedback leads to meaningful service improvements.
We’ve worked hard to embed a more open and constructive complaints culture and a one that values complaints as opportunities to learn and improve.
I’m particularly pleased to note the improvement in our response times towards the end of the year, reflecting the organisation’s commitment to resolving issues quickly and fairly as well as the increase in customer satisfaction when it comes to handling complaints.
Improving the quality and consistency of our complaint handling has also been supported by greater internal guidance and tools.
Colleagues are now equipped with clearer processes and more targeted training, enabling them to respond more effectively and empathetically to complaints.
A key focus this year has been on addressing repairs related complaints as we recognise the importance of getting repairs right first time. We are pleased to report that our new Customer Relationship Management (CRM) system is playing a vital role in achieving this.
It is improving how we log, track, and respond to repair issues, helping us to keep customers better informed and reduce avoidable delays.
As Deputy Board Chair, I am assured by the progress detailed in this report and confirm we are on the right track to continue this journey.
We will continue to maintain oversight to ensure that improvements are sustained and that resident voices remain central to how we shape and deliver services.
Finally, I want to thank our tenants for their continued feedback, and our colleagues for their dedication to delivering a better experience.
This report reflects how we are listening, learning, and acting on feedback to deliver high standards of service across the organisation.
From 2024, Bernicia must complete and publish a Complaints Performance and Service Improvement Report, including a self-assessment of compliance with the Housing Ombudsman’s Complaint Handling Code.
Complaints Performance Service Improvement Report 2023-4
Avril Gibson, Deputy Board Chair, Chair of the Customer Services Committee and Member Responsible for Complaints, has made the following statement in response to the report:
The 2023/24 Complaints Performance and Service Improvement Report, including a self-assessment of compliance with the Housing Ombudsman’s Complaint Handling Code was scrutinised, drafted, and concluded in consultation with the Tenant Voice Panel, and Customer Service Committee, each comprising tenant representatives, before being presented to the Bernicia Group Board.
This assures us that Bernicia is complying with the Complaint Handling Code and that the content of the report is a comprehensive and accurate reflection of the experiences of tenants, and the work of Bernicia.
During 2023/24 tenants were heavily involved in the review and revision of Bernicia’s Complaints Policy and Procedure, to ensure our approach to receiving and resolving complaints was effective and efficient. To monitor the success of that, complaint satisfaction surveys have been introduced.
In learning from complaints, and other feedback, we are also keen to understand the experiences of our diverse households and communities, to ensure our services are delivered and received equitably, to ensure a consistent, quality service is experienced by everyone. We will continue to refine our understanding of tenants, and their experiences over the forthcoming year.
Working in partnership, tenants, colleagues, and the Board are confident that complaints into Bernicia are considered seriously, with a focus on firstly resolving complaints and then learning from them, to identify any themes and improvements to service design and delivery.
Overall, it’s been a both a challenging and progressive year for us. Performance indicators, customer satisfaction and complaints, highlighted unprecedented levels of repair and inspection requests, resulting in delays in meeting some repair timescales. We therefore reflected on the way we diagnose and prioritise repairs, alongside agreeing additional resources and additional trade operatives to contend with the increasing volumes of work. This is having a positive impact, with response times now improving.
We’ve also made great progress implementing our new Customer Relationship Management system, helping us better record and respond to tenant’s service requests, giving colleagues across the business access to robust and up to date information, helping maintain communication with tenants throughout their transactions with us.
This year saw the introduction of Tenant Satisfaction Measures, a suite of customer satisfaction indicators covering a range of services. It is extremely pleasing to see that overall satisfaction with Bernicia remains high, along with the confidence tenants have that their home is well maintained and safe to live in. It is also good to learn that tenants feel they are treated fairly and with respect, and that their views are listened to and acted upon.
I trust the report gives readers a balanced view of Bernicia’s performance and the improvements we have made because of the valuable insight that complaints and other feedback generates for us.
If you wish to make a complaint, or want to know more about being involved in decision making at Bernicia, please contact our engagement team on 0344 800 3800 or customer.engagement@bernicia.com who will be happy to help.
Performance information, including the satisfaction of Bernicia Customers is important to us and we’ve always gathered and used it, working with our involved tenants and Customer Services Committee, to monitor and improve services.
In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) which we must collate and report annually. The TSMs assess how well landlords are doing in:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
The 22 TSMs are split into two categories, 12 from customer opinions in a customer satisfaction survey and 10 performance measures based on management information.
We’ve provided our 2024/25 results below along with our results from 2023/24. Overall, we think our TSM results reflect the high level of service Bernicia provides and will help to further shape improvement work.
We’ve also included a copy of Bernicia’s TSM survey questionnaire and a summary of the approach taken to carry out the perception survey:
Bernicia Methodology Statement 2024-25
Bernicia TSM Tenant Perception 2024 Questionnaire
Click on Bernicia Tenant Satisfaction Measures 2023-2024 to view previous year’s results.
Tenant Perception Measures – Satisfaction with…
| Measure | 2024 Results | 2025 Results |
|---|---|---|
| The overall service from Bernicia | 80.7% | 80.5% |
| The overall repairs service | 76.3% | 78.2% |
| The time taken to complete their most recent repair | 69.1% | 71.6% |
| Homes are well maintained | 80.3% | 78.7% |
| Homes are safe | 85.3% | 85% |
| Bernicia listens to tenant views and acts upon them | 76.6% | 74.9% |
| Bernicia keeps tenants informed about things that matter to them | 82.7% | 81% |
| Bernicia treats tenants fairly and with respect | 87.6% | 86.3% |
| Bernicia’s approach to complaints handling | 38.1% | 42.3% |
| Communal areas are kept clean and well maintained | 72% | 66.7% |
| Making a positive contribution to the neighbourhood | 77.7% | 76% |
| Bernicia’s approach to handling anti-social behaviour | 77.8% | 75.6% |
Management Information Measures
| Category | Measure | 2024 | 2025 |
|---|---|---|---|
| Building Safety | Gas safety checks up-to-date | 99.8% | 99.9% |
| Fire risk assessments up-to-date | 100% | 100% | |
| Asbestos management/reinspection complete | 100% | 100% | |
| Legionella risk assessments up-to-date | 100% | 100% | |
| Lift safety checks up-to-date | 100% | 100% | |
| Anti-Social Behaviour | ASB cases opened per 1,000 homes | 51.5 | 59.6 |
| ASB hate incidents per 1,000 homes | 0.5 | 0.4 | |
| Decent Homes & Repairs | Homes not meeting Decent Homes Standard | 0% | 0% |
| Non-emergency repairs within target | 71% | 77.7% | |
| Emergency repairs within target | 99.4% | 99.5% | |
| Complaints | Stage one complaints per 1,000 homes | 68.7 | 63.3 |
| Stage two complaints per 1,000 homes | 1.7 | 6.0 | |
| Stage one response within Ombudsman timescale | 86% | 83.4% | |
| Stage two response within Ombudsman timescale | 100% | 93.8% |
Bernicia’s repairs timescales:
Emergency repairs timescale: 24 hours
Non-emergency repairs timescales:
- Standard responsive repairs: 30 working days
- Batched repairs (larger scale responsive repairs grouped together e.g. fencing): 60 working days
- Damp remediation work:
- High priority- commencement within 40 working days
- Medium priority- commencement within 50 working days
- Low priority – commencement within 60 working days
2021-2022 reports
Trends arising from complaints during quarter 1 – 2021-22
Trends arising from complaints during quarter 2 – 2021-22
Trends arising from complaints during quarter 3 – 2021-22
Trends arising from complaints during quarter 4 – 2021-22
2020-2021 reports
Trends-arising-from-complaints-during-quarter-1
Trends-arising-from-complaints-during-quarter-2