What we’ve achieved together

We invited six tenants into our Ashington office for a focus group to learn from tenants what matters most to them in terms of values, conduct and competence of staff with the intention of using their feedback to shape our professionalism framework.   

You said

• Staff being properly trained and knowledgeable is important to you   

• Respect being shown in your home is very important, such as wearing shoe coverings and shutting gates behind you

• Getting things right the first-time matters   

• Being proactive rather than reactive makes for a better customer experience   

• Taking ownership of an issue is one of the most important things, and that you feel this would reduce complaints

• That professionalism is not just about behaviour but an overall service   

• You most value honesty, listening and ownership   

We did

• We have used feedback taken from the session to build this into our professionalism framework so that what matters most to tenants is included.

• We will check whether we have listened and acted upon tenant feedback at a second scheduled focus group in August

• We will create an e-learning which will include what matters most to tenants and check again with tenants at a third scheduled focus group in September to ensure we have listened and acted upon tenant feedback

We invited four tenants who have recently been through the complaints process in the last six months to attend a focus group at our Ashington office and provide feedback on our Handling Code Self-Assessment, our recently amended complaints policy, complaint outcome letters and quality framework that letters are marked against.

You said

• The policy should include examples of what would and would not be covered under an insurance claim  

• We should provide examples within the policy of circumstances where discretion may apply if a complaint is raised outside of a 12-month window   

• Update wording in the policy to be clearer that we will seek customer’s agreement to extend a complaint

• We should clarify with an example what third parties mean within the policy 

• That we need to improve our complaints page on our website to be clearer for tenants, as well as more information about the housing ombudsman

• That our stage one response letters are not clear that you can escalate to a stage two, and we should specifically state this on the response letter, so this is clearer for tenants

• Letter responses should highlight key dates on the letter, so it’s easier to identify the next steps

We did

• We amended the complaints policy to include examples of what would be covered under insurance claims

• We provided examples of circumstances where discretion may apply for us to raise a complaint outside of 12 months

• We made the policy clearer that we will seek agreement from tenants to extend a complaint

• We amended the policy to clarify what third parties are

• We are planning a focus group with the same group of tenants focusing on our website content with regards to complaints, so that it is co-designed with tenants, so it is easy to read and includes everything tenants feel is most important for them to know

• We have amended our Stage 1 complaints letters to specify if you are still unhappy with your complaint you can escalate to stage two

• We have amended our letters so that key dates on the letter are highlighted

We recently sent a survey to 252 tenants who have had either minor or major aids and adaptations in their homes in the last 12 months, to ask for their feedback on the end-to-end process and find out what would improve the overall customer experience as we look to move aids and adaptations into our system Salesforce later this year.

You said  

• That it is often not clear throughout who is handling the request and what stage the adaptation request is at

• You were not given clear expectations about how long the process would take  

• It would be helpful to know who to contact when external organisations are involved

We did: 

• We are introducing an end-to-end Aids and Adaptations case management process within Salesforce

• Customers will receive automated email updates at key stages of their case, keeping them informed of progress throughout the journey

• Communications will clearly explain what stage the case is at, who is responsible for progressing it, and what happens next

• We are working with our Customer Communications team to ensure all communications are clear, easy to understand and written in Bernicia’s tone of voice

• We will also explore opportunities to provide contact details for external organisations where they are responsible for progressing the adaptation

We surveyed 1478 tenants who had recently had a gas or electrical service and asked for their feedback with regards to the process such the communications and rescheduling of appointments. As we transition this service into Salesforce later this year, we wanted to ensure we understood from tenants what would improve the overall customer experience and develop this.  

You said:

• You wanted clearer communication about your servicing appointments and more flexibility to arrange appointments at convenient times

We did:

• We’re introducing a series of SMS updates throughout the Gas and Electrical Servicing process, including a text when our operative is on their way. Customers will also be able to rearrange appointments themselves using a convenient booking link with a live diary, allowing them to choose a date and time that works for them

We asked five tenants with lived experience of how the policy has directly impacted them to provide their feedback both digitally and in-person.  

You said

• The policy should include assisting or referring tenants to support to ensure they can access their belongings after removal from the property and that this is equally important for a victim and a preparator, so personal belongings are not lost

We did  

• We amended the policy to state that Bernicia will, where appropriate and safe to do so, provide information, advice, or signposting to relevant agencies and services that can support victims and perpetrators in accessing personal belongings following separation or removal from a property

You said

• During a policy review with our tenants at Ashkirk, you told us that you would welcome the re-introduction of coffee mornings at the scheme as it gave you a chance to socialise with your neighbours and get to know one another

We did

• We reintroduced quarterly coffee mornings which are scheduled to take place in July and October 2026, and January 2027. Our Customer Engagement Lead will be at the coffee mornings to allow you to provide feedback and catch up with your neighbours

You said

• You told us that the current state of the communal garden was unmanageable for residents, and that due to factors outside of your control, had not been finished correctly and you were all unable to enjoy it

We did

• Our housing team, estates services and engagement team attended on Friday, 5 June and spent a full day weeding, cutting back overgrown trees and bushes, planting new plans and tidying up the garden area so that residents can finally enjoy their communal outdoor space in time for the summer

You said

• You told us it was unclear who is responsible for dealing with anti-social behaviour reports in living schemes, as your experiences have not always matched the policy

• You also said you would like quicker outcomes through the court process when dealing with anti-social behaviour

We did

• We’ve clarified that all reports of anti-social behaviour are managed by our Safer Communities Team, regardless of where you live

• We’ve also reinforced this process internally to ensure cases are handled by the right team, helping to make the experience clearer and more consistent for you

• While we understand how frustrating delays in the legal process can be, these timelines are set externally and are not within our control to speed up

During the Big Tenant Conversation, you told us that having a choice is important when we carry out planned improvement  work to your home. We invited 32 tenants due to receive a new kitchen within the next two years to attend a drop-in session at our contractor’s showroom. You shared your views on kitchen and flooring options and told us about your experience of the kitchen replacement process.  

You said

• You would like a wider range of flooring choices, including a wood-effect flooring option.  

• Whilst you were generally happy with the kitchen unit colours available, some of you would like additional colour choices, such as sage green

• Our kitchen renewal letters do not always make the next steps clear, which can leave you unsure about what to expect

• The timeframe provided for kitchen replacements is too broad, causing uncertainty and anxiety about when work will begin

• You would like more regular updates during the waiting period

• Some tenants would like the option to pay for an integrated oven upgrade, as this would better suit their preferences and make their kitchen feel more modern.

We did

• We organised a showroom drop-in event at JTC Furniture in Cramlington, giving tenants the opportunity to view kitchen options, ask questions, and provide feedback on the available choices

• Following your feedback, we have reintroduced a wood-effect flooring option to our range of available flooring choices

• Our current kitchen colour options form part of a long-term contract agreed through the Northeast Housing Partnership. However, we will continue to work with our contractor and partnership colleagues to explore opportunities for introducing additional colour choices in the future

• We are reviewing and updating our kitchen renewal letters to provide clearer information about the process and next steps

• We have introduced a six-month update letter, providing customers with more accurate information about likely installation timescales and helping you stay informed throughout the process

• We are developing a new process that will allow customers to choose an integrated oven upgrade at their own cost. Once implemented, this option will be discussed and recorded during the initial kitchen survey

We asked 20 tenants who have recently raised anti-social behaviour or hate crime reports to review our hate crime policy and provide feedback.  

You said

• What is and is not considered hate crime was not as clear as the anti-social behaviour policy, and we should make this clear and easier to understand

We did

• We amended the policy to include a list of what is considered hate crime

You said

• You told your housing officers that having permission to install outside taps in new build homes would help with maintaining newly laid turf, which requires regular watering

We did

• While alterations to new build homes are usually restricted due to warranties and building requirements, our Development Team has confirmed that housing officers can now grant permission for external taps at the tenant’s expense

• We’ve also updated our approach for the future, and external taps will now be included as standard in new developments, making it easier for tenants to look after their gardens

We consulted with 30 tenants to provide us feedback on a new design for our no access flyers for important safety work appointments. Tenants provided us feedback on what they felt the flyer needed to feel inviting, supportive, and reassuring about letting us into their home.

You said

• We needed to provide more reassurance on the flyer about security and that there should be an image of a Bernicia ID badge and informing tenants that our staff will be carrying ID
• That it was important that the flyer specified what types of works fall under safety inspections so you know examples of why we would need access to your home
• You feel it’s important that we are clear on the flyer that it is a legal requirement

We did

• We added an image of the ID staff would be carrying when they attend your home to complete the appointment
• We incorporated a list into the flyer of the types of inspections we legally must carry out
• The flyer design was amended to also include that it is a legal requirement

Tenants advised us that they didn’t really feel they had an opportunity to have their say, so our Area Housing Officer arranged meetings in all seven retirement living schemes within Northumberland with the tenants over the course of a week. Tenants were asked what they would like to discuss prior to the sessions so that we could try and have as many answers to their questions as possible at the meeting.

You said

• You would like more opportunities to have your say about the scheme and provide feedback to your housing officer and ask questions in person
• You told us you needed Bernicia contact information to hand to making communicating with us easier
• You requested to be issued with third party authority forms at the scheme to make it easier to complete these and send them in to us
• Two of our schemes requested artworks for the walls as you felt this would brighten up the schemes

We did

• Our housing team arranged meetings at all Northumberland schemes, and have arranged to host them every six months

• Posters were made and put within all 7 of the buildings.  These also include contact details for the Local Authority to make aids and adaptation requests easier, as well as opening hours
• Third party authority forms were printed and added to all 7 schemes to make it easier to submit this request
• We held consultations with the tenants to get their feedback and are now awaiting framing and installation of some artwork

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.

We asked a group of tenants to review our repairs and maintenance policy, including the new target timescales for responding to Damp and Mould, which were agreed following discussions with tenants for the Awaab’s Law response which was created and influenced with tenants. The policy was fully endorsed however tenants did have the following feedback.

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.

As a result of our Tenant Big Conversation, it was clear from our tenants that they wanted to have clear understanding of Bernicia’s plans for the future.

You said

You wanted to have more transparency and influence over the future plans for Bernicia as it directly impacts tenants.

We did

We took our upcoming strategies to our Tenant Voice Panel to allow them the opportunity to provide feedback and shape our upcoming five year strategy plans in the following areas.

• Asset management strategy
• Housing strategy
• Communications strategy