Professionalism Framework

Our Professionalism Framework ensures colleagues have the skills, knowledge, experience, and behaviours needed to deliver good quality housing services.

Colleague Performance Policy The Bernicia Way – Values and Behaviours Framework
Training and Development Policy Standards of Behaviour Policy

The Framework consists of our:

• Training and Development Policy which sets out our learning and development approach and ensures colleagues maintain and demonstrate the relevant and up-to-date skills, knowledge and behaviours required for their role.

• Colleague Performance Policy which sets out how we appraise performance, and address under performance across our workforce.

• Standards of Behaviour Policy -our code of conduct which explains the standards we expect colleagues to follow. It helps ensure everyone acts professionally, reflects our values, and maintains confidence in the services we provide.

• The Bernicia Way – Values and Behaviours Framework reinforces our values and clearly articulates our colleague behavioural expectations to support the delivery of our business objectives, values and culture across the Bernicia Group.

Our Standards of Behaviour

At Bernicia, we expect everyone who works for us, represents us, or helps oversee our services to act professionally and to put residents at the heart of what they do. These standards help ensure we deliver safe, respectful and high-quality services and maintain the trust of our residents and communities.

What residents can expect from us

Everyone representing Bernicia is expected to:

  • Put residents’ interests at the centre of decisions and actions.
  • Treat people fairly, with dignity, respect and empathy, regardless of their background or circumstances
  • Listen to residents, value their views and respond appropriately to concerns, feedback and complaints.
  • Act honestly, openly and with integrity at all times.
  • Keep residents’ personal information safe and handle it responsibly.
  • Maintain professional relationships and avoid any conflicts of interest that could influence decisions.
  • Use Bernicia’s money, resources and information responsibly and for the benefit of our residents and communities.
  • Consider the impact of decisions on residents’ safety, wellbeing and the environment.
  • Learn from feedback, complaints and scrutiny to improve the services we provide.
  • Speak up and report concerns if they see behaviour or decisions that do not meet our standards

Holding ourselves accountable

We take standards of behaviour seriously. If someone acting on behalf of Bernicia does not meet these expectations, concerns will be investigated and addressed through the appropriate procedures. We encourage residents to tell us when they feel our standards have not been met so that we can put things right and continue improving our services.

If you have any issues around the conduct and competency of our staff or contractors, please contact us through our complaints form, alternatively you can call us on 0344 800 3800.

For more information on our standards of behaviour, please see the Standards of Behaviour Policy.