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 and unclear
• You wanted a better understanding of what to expect throughout the repair and support process
• You wanted clear, consistent communication so you know how your reports are being handled
• You wanted your lived experience to shape how we respond to these issues
• You wanted assurance that the process for tackling damp and mould would be safe, timely and consistent for all tenants

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.

• Together with tenants who had experienced damp and mould, we co‑designed a clear management plan and policy that outlines how reports are managed and what tenants can expect at each stage
• We structured and improved our communications so that information is clear, accessible, and consistent throughout the process
• Staff received training on the updated process to ensure every tenant gets a safe and consistent response.
• We consulted with tenants in hybrid sessions (in person and online) to make engagement easier and more inclusive
• We took further tenant feedback on the draft process and communications to make sure we really had listened and acted on what you told us

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

Keeping the conversation going

Tenant feedback will continue to play an important role in how we manage damp and mould. We will keep engaging with residents to understand their experiences, gather feedback on how the process is working in practice, and identify opportunities to improve the policy, guidance, and communication we provide.  This ongoing conversation helps ensure our approach remains clear, responsive, and focused on supporting tenants to report issues early and have confidence that concerns will be addressed promptly and effectively.

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.

At Northumbria Lodge, a 14-storey high-rise building in Newcastle comprising 48 one-bedroom apartments, tenant engagement plays a vital role in shaping how the building is managed and maintained.

Through conversations, surveys and engagement events, residents shared feedback on building safety, communication, and improvements to the property. Tenants wanted to better understand the fire safety systems in the building, how safety checks are carried out, and what plans are in place for future upgrades.

Residents also expressed the importance of feeling informed and reassured about the safety measures protecting their homes.

You said

• You need reassurance that fire safety measures are effective
• Clear guidance for emergencies is needed
• Regular updates on inspections, works, and improvements
• Leaflets, newsletters, and communications that are easy to understand
• Tenants wanted opportunities to speak directly to staff and raise concerns
• You requested practical advice and demonstrations on safety systems
• You want involvement in shaping fire safety events and engagement materials
• You need assurance that communal areas, alarms, and fire doors are maintained
• You require clear reporting channels for concerns

We did

• Installed modern fire safety systems, including sprinklers and upgraded fire doors
• Sent regular letters, leaflets, and newsletters, incorporating tenant feedback to ensure clarity
• Hosted workshops and demonstrations, co-designed with tenants, showing how systems work
• Provided one-to-one support for residents with individual concerns
• Tenants helped shape the content of fire safety leaflets and events, ensuring communications were clear and relevant
• Maintained communal areas, alarms, and fire doors, with progress updates shared transparently
• Established clear reporting channels, allowing tenants to track issues and receive timely responses.
• Shared details of the information available under help and support section on our website under home safety
• Shared details of the information available under managing my home, tenant information, Northumbria Lodge

Tenant feedback

“I feel safe in my home with the new sprinkler system… I feel safe because if there’s a fire in my property, they would go off and everything would be okay.” — Maureen, Northumbria Lodge

“The workshops were really useful — I understand how the sprinklers and alarms work now, and I feel more confident about staying safe.” — Resident feedback from engagement sessions

“I’m happy in my home. The new fire doors they’ve fitted are first class. I feel safe in my flat because it’s a proper front door. I know the sprinkler is there and if there’s a fire it will put it straight out.” — Arthur, Northumbria Lodge”

Tenant engagement at Northumbria Lodge is ongoing. Residents are encouraged to take part in meetings, events, and feedback opportunities to help shape decisions about their building.

At Bernicia, tenant safety is our top priority. Residents in our living schemes told us they wanted to feel confident about fire safety and understand the measures in place to protect them.

You said

• You wanted more information about fire safety in your home and communal areas
• You wanted practical advice on what to do in an emergency
• You wanted opportunities to discuss safety with staff in an informal setting

We did

• Held fire safety workshops across our living schemes, giving tenants the chance to ask questions, see demonstrations, and learn practical safety tips
• Shared clear, easy-to-read fire safety information in leaflets and notices, so residents know what to do and who to contact in an emergency
• Invited residents to give feedback on the workshops, helping us shape future sessions and the materials we provide
• Encouraged tenant participation in safety initiatives, making sure your views help us improve our buildings and communications
• Shared details of the information available under help and support section on our website under home safety

Tenant feedback

“I’m reassured, and I appreciate the updates on the investment Bernicia is making in our safety.” — Derek, resident at Willow Vale

“Everybody needs to know about safety. If there was a fire in my flat, I now know exactly what to do.” — Sylvia, event attendee

“The staff here are absolutely brilliant. They’re always helpful, and we know we can reach out if we need them.” — Ronald, resident participant

We continue to work with tenants to make sure fire safety is clear, accessible, and effective. Their participation in workshops and feedback ensures our living schemes are safer for everyone.

At Bernicia, we’re committed to improving homes while keeping tenants informed and involved.
Residents told us they wanted clarity, support, and a chance to be part of the process during retrofit projects.

You said

• You wanted clear explanations about heat networks, billing, and maintenance
• You wanted to understand new regulations and what they mean for your home
• You wanted opportunities to ask questions and provide feedback
• You wanted guidance on energy efficiency and how to manage costs
• You wanted transparent communication about future changes or upgrades

We did

• Sent easy-to-understand letters and guides explaining heat networks and the latest regulations
• Held tenant drop-in sessions and workshops, giving residents a chance to ask questions directly to experts
• Gained feedback from involved tenants of our heat networks flyer
• Collected feedback on communications and workshop content, using it to improve future information and guidance
• Implemented a dedicated helpline and contact point, so residents can get answers quickly for billing, maintenance, or technical questions
• Encouraged residents to participate in energy awareness initiatives, including tips on reducing costs and understanding consumption
• Shared details of the information available in tenant information under heat networks

Keeping the conversation going

We continue to involve tenants in understanding and managing heat networks. Their feedback helps us provide clear, accurate information, ensures compliance with regulations, and supports more efficient, comfortable homes.

The Big Conversation highlighted that tenants taking part in retrofit projects want to be informed, supported, and involved throughout.

You said

• Clear information about what works involve and timescales
• Understand how improvements affect homes and energy bills
• Opportunities to provide feedback and raise concerns
• Updates on environmental benefits and energy efficiency
• Assurance works are managed safely with minimal disruption

We did

• Sent clear updates and leaflets explaining works, timelines, benefits, and safety measures
• Held consultation sessions for questions and feedback
• Used tenant input to shape works, adjusting schedules or methods
• Shared regular project updates via letters, emails, and communal notices
• Highlighted energy efficiency improvements, including insulation and heating upgrades
• Offered one-to-one support for tenants needing extra guidance
• Encouraged participation in post-project surveys to improve future programmes

Tenant feedback

Jeff, a resident in Bedlington: “I’ve had the solar panels fitted and the work went really well… It’s tremendous and hopefully will save me money with my bills. It’s the future… hopefully my home should be warmer…”

Alan and Pauline, residents in Seahouses: “It’s a lot warmer in our home now… the workmanship from Bernicia was spot on and we’re very happy and very pleased with the work we’ve had done. “I was a bit sceptical at first… but it’s really easy to operate.”

“The new heating is already 100% better… I’m absolutely sure it will make a big difference this winter… I’ve had absolutely excellent service from the lads; I couldn’t fault the lads at all.” — Margaret, Norham

Keeping the conversation going

Tenant engagement continues throughout retrofit projects. By participating in workshops, reviewing updates, and providing feedback, residents help make homes warmer, safer, more sustainable, and energy efficient.

Tenants were actively involved in the review of the Gas Servicing Policy. A tenant panel worked with us to look at the policy in detail and provide feedback on how clearly the process, responsibilities, and safety requirements were explained.

Their input helped ensure the policy reflects the needs and expectations of residents, uses clear and accessible language, and explains why annual gas safety checks are essential for keeping homes safe.

Feedback from tenants was used to refine the policy before it was finalised, demonstrating how resident engagement directly influences how services are designed and delivered.

You said

• You wanted clear, easy‑to‑understand information about annual gas safety checks
• You wanted reassurance that servicing is carried out safely and on schedule
• You wanted transparent communications and reminders about appointments
• You wanted the opportunity to review and shape the policy and letters tenants receive

We did

• Engaged a tenant panel to review the gas servicing policy and associated letters, ensuring that the wording was clear, accessible, and resident‑friendly
• Reinforced the importance of annual checks by sharing straightforward guidance about the process and how it keeps homes safe
• Ensured that any concerns raised during servicing appointments are logged and followed up promptly, improving accountability
• Shared details of the information available under help and support section on our website under home safety

Keeping the conversation going

Tenant engagement does not stop once a policy is reviewed. We will continue to involve tenants in conversations about gas servicing to ensure the policy remains clear, relevant, and effective. Feedback from residents will continue to inform future reviews and improvements, helping us ensure that the policy reflects tenant experience and maintains a strong focus on safety and transparency.