Changes to our Complaints Policy and Procedure

Our Complaints Policy and Procedure is changing  – here’s what you need to know.
We are committed to delivering the best possible services to you, and welcome your compliments, and complaints because they help us learn and improve.

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 Policy

Complaints and Compliments Guide

Complaints Procedure