We’ve been working with Bernicia’s Tenant Voice panel and Customer Services Committee to improve our complaints policy and procedure, simplifying the process so we can help resolve your issues more efficiently.
The new policy has been reduced from a three-stage process to a two-stage process, reducing the time taken to complete the complaint from receipt to resolution. Both our policy and procedure is also compliant with the Housing Ombudsman’s Complaint Handling Code.
We’ve produced some new documents detailing the simplified process:
Complaints and Compliments Guide
A sanctuary in Sunderland helping homeless families has marked 30 years transforming the lives of people often at their lowest ebb. Since 1994, nearly 600 families have been welcomed into the safety and security of Ashkirk, a community of properties supported by a team of specialist…
It’s ‘Victims Day’ today in ASB Awareness Week and Bernicia tenant Joanne tells us her story. With the expert help of our Safer Communities Officer Nigel Dowd, Joanne and her neighbours worked together to provide evidence and stop the anti-social behaviour of a tenant blighting the quality of their lives…
It’s ASB Awareness Week making communities across the UK safer – which is exactly what our Safer Communities Team do in communities and neighbourhoods where Bernicia tenants live. Our team – pictured together – has many years’ professional experience working in partnership with police forces and local authorities. They know…
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