Performance Reports

Find out how we're performing in all areas of our business, including our latest tenant satisfaction measures

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 a statement in response to the report.

Visit our Compliments and Complaints page to  read it.







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) to 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 started collating information in April 2023 and now have the first year’s results to share with our customers and stakeholders. Overall, we think our TSM results reflect the high level of service Bernicia provides and will help to further shape improvement work.  This is the first year of reporting on TSMs, in future, we will be able to compare our performance to previous years to identify trends and assess the impact of improvement work.

You can view the full report here

Bernicia Tenant Satisfaction Measures Results 2023-2024