We’ve been working with Bernicia’s Tenant Voice panel and Customer Services Committee to improve our complaints policy and procedure, simplifying the process so we can help resolve your issues more efficiently.
The new policy has been reduced from a three-stage process to a two-stage process, reducing the time taken to complete the complaint from receipt to resolution. Both our policy and procedure is also compliant with the Housing Ombudsman’s Complaint Handling Code.
We’ve produced some new documents detailing the simplified process:
Complaints and Compliments Guide
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