Bernicia embarks on a test of satisfaction

THOUSANDS of tenants in the North East are being given the chance to tell their housing association landlord exactly what they think of its business and services.

The exercise is Northumberland-based Bernicia’s largest tenant satisfaction survey in three years. It is intended to provide a “benchmark” for the housing association as it embarks on a five-year, £190 million investment programme in new and existing homes.

All told, around 7,000 of Bernicia’s 60,000-strong resident base will be invited to take part in the survey, which is being conducted by market research firm BMG Research.

“This is a really important piece of work – it will provide a baseline in the first year of our new corporate strategy and importantly it demonstrates we listen to our tenants and care about what they tell us,” said Jeannie McMillan, Bernicia’s director of housing services.

“The survey includes questions about repairs, homes, neighbourhoods, how we are perceived by our tenants and how easy it is to do business with us.

“Our tenants’ views will help us with decision-making about how we deliver our services in future and benchmark where we stand on delivering on our promises to provide quality, affordable homes in communities people want to live in.”

Bernicia says it is aiming to build at least 500 new homes and invest £60 million into improving its existing 14,000 properties by 2023. It will also boost support services for its 60,000 customers who live in properties across Northumberland, North Tyneside, Newcastle, Gateshead, Sunderland, County Durham and Hartlepool.



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