We are committed to delivering the best possible services to you. We welcome your compliments, comments and complaints because they help us learn and improve.
When can I give a compliment or a comment?
Anytime you want! Compliments are very motivating for staff. Your comments and ideas will help us improve further. Just contact us in any of the ways outlined on the on the ‘Contact Us’ page of this website.
When can I make a complaint?
If you are dissatisfied with any service provided by Bernicia or one of our contractors. You can make a complaint by any of the ways outlined on the ‘Contact Us’ page of this website.
We will not normally consider a complaint that is made more than six months after you first became aware of the issue.
What is not a complaint?
A complaint is not a first request for a service, or a request for information or explanation of our policies or practices. A report of nuisance from a neighbour would also not be dealt with through our complaints process. This is because we have a different procedure for dealing with neighbour disputes and anti-social behaviour.
What happens if I make a complaint?
When we receive your complaint we will phone you within 2 working days and try and sort the problem out immediately if we can. If we can’t contact you by phone we will send you a letter acknowledging your complaint within 5 working days. If your complaint needs further investigation we will aim to do this within 10 working days.
If you are not satisfied with the way we have resolved your complaint you can ask for it to be reviewed, giving the reason why you are dissatisfied. Your review will be carried out by a Head of Service, usually within 10 working days.
If you remain dissatisfied with the outcome of your complaint you can request a determination. You complaint will be reviewed by two members of the Customer Services Committee at least one of which will be a tenant member. The determination will be acknowledged in writing within 5 working days and an outcome confirmed within 20 working days.
Housing Ombudsman Service
If you are not satisfied with the outcome of your complaint at the end of our complaints process you can contact the Housing Ombudsman service.
The Housing Ombudsman will usually only look at your complaint once it has been through all steps of our own complaint process, and 8 weeks have elapsed since our final response has been issued.
In addition, you have the right to ask a ‘designated person’ to help get complaints resolved locally instead of referring to the Ombudsman. A designated person can be a local councillor or MP. For more information please visit the Ombudsman’s www.housing-ombudsman.org.uk