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Bernicia Is 10 Years

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Bernicia Is 10 Years www.bernicia.com Spring 2018 housing people - helping people 03 John Johnston Appointed new Chief Hello Executive of Bernicia ... and welcome to our Spring 2018 Newsletter There’s been a lot happening at Bernicia that we need to tell you about, so on this Bernicia is occasion we’re sending this newsletter to everyone. Going forward we’ll only post copies to those who want one. 10 years old Our Spring edition is all about information Bernicia was created on 25 February 2008 and that you might need as a tenant of Bernicia has come a long way during this time. Not only Group. You can read about changes to our have we grown in size we have invested millions company structure and executive team, in existing homes and areas, built hundreds of what you can expect from us and get a new homes and remained true to our purpose flavour of what’s planned for the next by helping people. 5 years. We also introduce you to your While we look back over the last 10 years with housing officer and take a look at some great pride, it’s our future that matters so please important service areas and issues in read on to find out a bit more about our business, more depth. your services and your housing people. 04 The 08 Meet your 12 Home Bernicia Promise Housing Officer Improvements www.bernicia.com 1 Everyone has New plan to have a plan - new era ... this is what gets us from where New Chief Executive of Bernicia, we are now to where we want to be. John Johnston Over the last 2 years we’ve systems and people with the right skills, worked to a plan that ended expertise and culture to do things the with the simplification of ‘Bernicia Way’. Bernicia’s structure in February We know that what got us here won’t After 10 years as Chief Executive of Bernicia, 2018 and a new plan in place necessarily get us there - that’s why we that sets out our future for need a plan. Bill Heads is to retire in April 2018. the next 5 years. Our new 5 year plan will be formally Bill will be succeeded by John Johnston who has over 30 years’ experience in the housing launched very soon. We want to unveil Simplifying our structure means that sector and has been Deputy Chief Executive of Bernicia since 2008. our plan in a managed way to make sure Bernicia Group is now your landlord. everyone who has an interest in us knows We’re sure you’ll join us in wishing Bill a long and happy retirement along with Whilst you are now legally a tenant of what we’re about, what we offer and congratulating John on his new role. Bernicia Group you will see no change to what we plan to do. But here’s a sneak your existing rights and responsibilities preview for you, as you are our most and there will be no change in the important customer. way rents and service charges are Bill Worth, Chair of Bernicia said: calculated and applied. As promised all Over the life of our 5 year plan we are “Bill’s legacy is the strong organisation, with an enviable the changes have been done behind the committed to: scenes without any disruption to you. By reputation for providing excellent homes and delivering quality simplifying our structure it is estimated • Helping people services that Bernicia has become and it’s now incumbent that £22 million will be saved over the upon us to continue the excellent work of Bernicia as we move next 30 years. • Being a North East social landlord forward into the next phase of its development. • Investing £140 million in new Setting out our future means being “We believe we have generated a first class ambitious strategy and existing homes clear about what we’re in business for. and the Board are delighted to announce the appointment This means knowing who our existing • Building 500 new homes of John Johnston as Chief Executive to put this into action. and future tenants are and what they John has worked with the Board to develop our plan for the want and need; how much we’ll spend • Using new technology to improve next 5 years and brings a wealth of experience to the role. customer experience and make on existing homes, how many homes His engaging leadership style and limitless energy will, I’m things easier for you we’ll build, what type and where they sure, lead Bernicia to continued success, make a significant should be; how we’ll deliver services to • Keeping the ‘Bernicia Promise’ difference to our tenants and wider communities and a positive meet modern day expectations and what contribution to the social housing sector.” we’ll do to make sure we have the right • Doing things the ‘Bernicia Way’. 2 Spring 2018 www.bernicia.com 3 The Bernicia We have to have clear limits as to what we do and what we don’t do. Within those limits, Promise based on what you tell us, we set our levels of service along with how they should be delivered. We’re then in a position to publish our service offers so you can check what to We’re just like any business that provides expect and whether we’ve delivered and kept services - we promise to do certain things. the ‘Bernicia Promise’. All our service standards (our promises) can be found As well as our service standards you can access a range of on our website www.bernicia.com useful information guides: Rent collection Compliments Repairs Beating the Energy saving Gas safety Damp, mould & and complaints freeze condensation Aids and Community Anti-social Domestic Stop abuse Managing Water hygiene adaptations alarm services behaviour abuse money problems information 4 Spring 2018 www.bernicia.com 5 The Bernicia Promise Repairs Facts in a year This is a service area we want to tell you a bit more about We’ll spend around £6.6 million Just over 4,100 repairs and let you know how you can help us make this a fairer on reactive repairs and servicing appointments will be missed by and more efficient service. heating appliances tenants costing £207,000 Every year we spend around £5.8 million There are two types of repair: carrying out 53,000 responsive repairs. Around 53,000 repairs will be Average time taken to complete a Because this is a reactive service, which • Emergency (including out of hours) – completed repair will be 8 days means we respond to what you report, this is a response within 24 hours to if we don’t manage it efficiently and situations where there is a health and/or safety risk to you or your home effectively, it could be fraught with On average 3 repairs will be Average cost of a repair will wasted time, money and resources. • Standard – most other jobs will be booked on the next available carried out at each property be £111 That’s why we have clear standards appointment agreed with you. for our repairs service. Examples of what you are Nearly 3500 gas servicing appointments will be missed by tenants Basically this means: responsible for: costing £174,000 • You have responsibility for replacing, • New / additional keys From April, across our whole business, we’ll repairing and taking care of certain • Gaining entry (if keys are lost) We can’t run an efficient things be carrying out repair satisfaction surveys by • Washing lines repairs service without your help telephone. Voluntas, our contractor, may call you to • We have responsibility for repairing and cooperation which means ask five short questions. This will take no more than and maintaining the structure of your • Window locks a few minutes and will give us valuable insight into home and installations within it – • Adjustments to locks / latches you can help us by: how well we are doing or where we might be able such as water, heating, etc and hinges • Understanding what you, and we, are responsible for to improve. If you receive a call please spare a few • You have a responsibility to report • Minor cracks to plasterwork • Taking care of the fixtures and fittings within moments to let us know how your repair went. repairs that are our responsibility • Shower curtains your home (only a small minority don’t). Remember damage etc is rechargeable • We carry out repairs in line with our • Plugs, light bulbs and fluorescent When Voluntas call they will: service standards. • Reporting repairs as soon as you know something strips • Announce who they are and why they are calling needs to be fixed • Plugs and chains to baths, sinks • Providing the right information when you • Give you the option whether or not to take part in and basins report a repair including updating your contact the survey • Toilet seats and lids details for example telephone, email etc • Run through the questions with you • Bleeding radiators. • Keeping your appointment or letting us know if • Thank you for your time. you need to rearrange All interviews are carried out in strict accordance • Reading the Repairs Guide included within with the Market Research Society’s code of conduct. For the full list of what you are responsible for and how you can report this newsletter repairs please check the Repairs Guide included with this newsletter. • Telling us about your experience of our repairs service. 6 Spring 2018 www.bernicia.com 7 Meet your Over the last 18 months we’ve undergone some changes to the way we manage and we thought it would be useful to Housing Officer introduce our Housing Officers.
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