Get involved

So that we continue to improve our services in a positive way for our customers, neighbourhoods and communities, we invite you to get involved and have your say.

You can spend as much or as little time getting involved as you like and it  doesn’t matter what experience or skills you have, you can get involved in a variety of different things;  from taking part in a focus groups, to online surveys or even becoming a customer on one of our groups or a committee member.

Your feedback helps us to understand what you expect from us, so we can shape and monitor our services to suit your needs.

There are a number of ways you can get involved, have your say, and make a real difference to your services and where you live.

If you’ve seen something, you’d like to get involved with then we’d love to hear from you.

Contact the Engagement Team on 0344 800 3800 or email:

Ways to get involved

Bernicia has an established Community Fund for residents, community groups and partner agencies to apply for funding to support projects and initiatives to benefit our residents and the communities in which they live. You could be one of our involved customers who meet to consider applications received or be a successful applicant for a Community Grant.

Community Investment Fund Leaflet

Community Investment Fund Application Form

Community Investment Fund Application Notes


The purpose is to discuss trends arising out of complaints, satisfaction surveys and other feedback every quarter and scrutinise how we use this information to apply our learning.

There is also opportunity to get involved in task and finish groups when areas of service have been identified to look into more closely and help inform service improvements.

This group meets to review and scrutinise operational performance for services across the organisation. This provides a platform to constructively challenge and identify areas of good performance and where we could be doing better.

Tenant Satisfaction Measures show and compare information on areas such as repairs, safety checks and complaints.

From 1st April 2023, the Regulator of Social Housing is asking social landlords to collect and publish this information: Regulator of Social Housing to introduce tenant satisfaction measures from 1 April 2023 – GOV.UK (

The Tenant Satisfaction Measures will:

  • Enable tenants to scrutinise their landlords’ performance
  • Give landlords insight about where they can improve
  • And provide a source of intelligence to our regulator about whether landlords are meeting regulatory standards

There are 22  tenant satisfaction measures, covering five themes.  10 of these are management information reported by the landlord, and 12 will be measured by carrying out tenant perception surveys.

Kwest Research  has been appointed to carry out the survey.  They are an established organisation based in the UK, working on behalf of social housing landlords for more than 30 years.

You can find out more about Kwest by visiting their website: What We Do | Kwest Research | Market Research Surveys|Manchester |

Kwest will start to contact tenants by telephone to carry out the survey, starting Summer 2023.

Customers will receive surveys to tell us how satisfied they are with the services they have received such as following a repair completed or moving into their new home.

Completing one of our short surveys provides useful insight to help us to deliver great services and make improvements when identified to meet your needs.

You can provide us with your feedback by letting us know your thoughts in a comment, compliment or complaint.  See our Comments, complaints and compliments page for more information.

Register for MyBernicia  the place to access and manage your tenancy. From reporting your repairs to updating your contact details to make sure you don’t miss out on any important news or updates.

This has come at a really good time just when we needed it. The house is perfect with two bedrooms – we wouldn’t have been able to afford it without the shared ownership scheme.


What our customers say

This has come at a really good time just when we needed it. The house is perfect with two bedrooms – we wouldn’t have been able to afford it without the shared ownership scheme.