What we’ve achieved together
We want to make sure our work is making a real difference.
Get involvedYou said, we did
See how your feedback, ideas and involvement have helped shape our services and communities.
From everyday improvements to bigger changes, here’s what we’ve achieved together.
We invited tenants to help us create a new MyBernicia portal, gathering feedback through online surveys and live testing.
You said
You told us the MyBernicia Portal needed to be accessible and needed a ‘how to’ guide to help tenants know where to find things. It also needed to have easy instructions on how to sign up.
We did
We launched ReciteMe accessibility features and worked with one of our tenants to create a video help tool. We also changed how we told tenants how to sign up, without which would have caused a lot of tenant frustration and calls to our contact centre. Feedback from customers who did sign up told us that 87% were very satisfied with how easy it was to do so, and we experienced no increase in calls for help to our contact centre.
Not signed up to MyBernicia yet? You can register today. It keeps everything in one place, so managing your home and tenancy is easier.
We asked tenants who had recently experienced damp and mould in their home to share with us how we could improve our process, and what problems they had faced. This was to help us prepare for Awaab’s Law and to provide a better customer experience.
You said
Reporting damp and mould was sometimes confusing, you would like better communication, and a clear understanding of what to expect throughout the repair process.
We did
Together with tenants, we designed a clear management plan and policy, structured communications, and staff training to allow each tenant to receive a safe and consistent experience.
Following the successful involvement of our tenants in this project, Tpas published a blog post on our approach. You can read about this here Tpas: Listening First: How Tenants Shaped Our Awaab’s Law Response – Bernicia
You said
You told us that the policy was too long with too many words and jargon, and the policy should be in a plain English version to make it easier for tenants to understand.
We did
We created a simplistic version of the policy, so it was easier to read and understand.
You said
Our drop-in sessions in Bedlington and Ashington are only held during the day. This makes it difficult for you to attend due to work commitments and therefore you can’t contribute.
We did
We have committed to trialling our next session at the Learning Hive in Bedlington on an evening between 5pm and 6pm in April 2026 to give others an opportunity to come down and speak with us.
Learnings from complaints
You can see what we’ve learned from complaints, and what tenants have told us went wrong, by visiting our Performance Reports page.
Listen to what tenants had to say about being involved in our focus groups
We asked a focus group of tenants to be involved with reviewing the damp and mould process in relation the launch of Awaab’s Law.
Hear what our involved tenant Jane said about how interesting and valuable the sessions were.
See what our involved tenant Audrey had to say about being involved with the MyBernicia Portal and how we listened to our tenant’s feedback.
Want to have your say?
Get involved
If you’d like to get involved, please register your interest by completing the online form.