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.

If you live in a general needs home in an area that is North of the River Tyne your Housing Officers If you live in a general needs home or a bungalow in an area South of the River Tyne your Housing are as follows: Officers are as follows:

Gemma Owens Sandra Anderson Alex Wood Rob Jones Ruth Scott Kay Hogarth Service Coordinator [email protected] [email protected] Service Coordinator [email protected] [email protected] [email protected] 0191 238 3404 0191 238 3435 [email protected] 0191 238 3311 0191 238 3345 0191 238 3158 Lower Spittal; Highcliffe; Wooler; Barley Rise; Prior Central Berwick; Westfield; Highfields; Newfields; 0191 238 3370 Gateshead; Hetton le Hole; Consett; Stanley; Barnard Castle; Bishop Auckland; Crook; Darlington; Park; Brickfield Lodge; Roberts Lodge; Chatton; Scremerston; Goswick; Holy Island; Fenwick; Chester le Street; Burnopfield; Houghton le Spring; Sedgefield; Ferryhill; Durham West: Brandon, Witton Bamburgh; Beadnell; Seahouses; Shoresdean; Ellingham; Bowsden; Lowick; East Ord; Belford; Washington; Gateshead; Hebburn; South Shields; Gilbert, Sacriston, New Brancepeth, Langley Park, Alnmouth Eastcliffe; Lower Tweedmouth; Cornhill; Donaldsons Boldon Ushaw Moor, Bearpark Lodge; Wark; Norham; Horncliffe; Branxton; Velvet Hall; Millfield

Deborah King Julie Wrightson Claire Munroe Jonathan Jones Andrew Reay [email protected] [email protected] [email protected] [email protected] [email protected] 0191 238 3156 0191 238 3191 0191 238 3188 0191 238 3392 0191 238 3363 East ; North Seaton Newbiggin by the Sea; Newcastle upon Tyne West Ashington; ; Amble; Morpeth; Sunderland; West Rainton Hartlepool; Easington; Durham City Centre: St Rothbury Margaret’s Court, Crossgate, Priory Orchard, Allergate, Douglass Villas; Durham East: Sherburn Road, Gilesgate, Bowburn, Sherburn Village; Redcar; Stockton on Tees; Thornley

Our Housing Officers deal with all aspects of day to day housing and tenancy management. Ann Robson Sandra Thompson Michael Tait [email protected] [email protected] [email protected] 0191 238 3146 0191 238 3185 0191 238 3180 East ; Whitley Bay; Cullercoats; Cambois; West Bedlington; North Shields; Wallsend Choppington; Hexham; Blyth; Cramlington East Sleekburn Please note that staff or the areas they cover may change so please visit our website www.bernicia.com to check for up-to-date details.

8 Spring 2018 www.bernicia.com 9 Retirement Our Retirement Housing Officers deal with all aspects of housing management including rent and Housing anti-social behaviour. Enforcement

If you live in a retirement housing scheme either North or South of the River Tyne or a bungalow For serious incidents of anti-social behaviour we have dedicated Housing Officer with the skills, North of the River Tyne your Housing Officers are as follows: knowledge and expertise to deal with these.

Louise Allen Claire Riley Carr Tracey Hall Stewart Sexton Hazel Wright Lindsey Lancaster Service Coordinator [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] 0191 238 3865 0191 238 3856 0191 238 3192 0191 238 3159 0191 238 3171 0191 238 3867 Newcastle upon Tyne and North Tyneside Schemes: Sunderland, Durham and Hartlepool Schemes: East Ashington; Newbiggin by the Sea; Lynemouth West Ashington; Choppington; Hexham; Bedlington; Cambois; East Sleekburn; North Tyneside; Grasmere House, Clennel House, Farnham Lodge, Emblehope House, Bellingham House, The Garth, Newcastle upon Tyne Blyth; Cramlington Lisle Court, Callaly Way Schooner Court

John Reay Gillian Hamilton Lisa Stanley Nigel Dowd Daniel Finn Vicky Higginbottom [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] 0191 238 3858 0191 238 3860 0191 238 3848 0191 238 3376 0191 238 3915 0191 238 3434 Bedlington; Blyth; Choppington; Consett; Fawdon; Ashington Rothbury; Widdrington; Stannington; Bensham All other areas South of the River Tyne Berwick; Tweedmouth; Wooler; Seahouses; Gosforth; Kenton; Hexham and Tynedale Newbiggin by the Sea; Longbenton; Forest Hall; Alnmouth; Bamburgh and surrounding areas Wallsend; Killingworth; Whitley Bay; North Shields

Our Enforcement Officers operate a victim centred approach when dealing with anti-social Michael McTaff Lauren Thoburn Derek Bell behaviour cases. [email protected] [email protected] [email protected] 0191 238 3913 0191 238 3890 0191 238 3415 Gateshead, South Tyneside and Sunderland Ashington, Bedlington, Blyth and Newbiggin by the Berwick; East Ord; Tweedmouth; Belford; Wooler; Schemes: Carters Lodge, Denholme Lodge, Sea Schemes: Etal House, Hatchmeadow, Willow Scremerston; Bamburgh; Chatton; Lowick; Cornhill; Lynnholme Court, Underhill, Elsdon Mews, Vale, Sleekburn House, Alwinton Court, Norham; Horncliffe; Millfield; Fenwick. Please note that staff or the areas they cover may change so please visit our Chillingham House Keir Hardie Court Scheme: Armstrong Court website www.bernicia.com to check for up-to-date details.

10 Spring 2018 www.bernicia.com 11 The Bernicia Promise Home improvements

We believe a good home makes lots of other things possible, therefore each year we’ll spend significant amounts of money making sure our properties provide quality homes.

Between April 2018 and March 2019 we’ll spend over £7.7million on improving homes. This includes:

1,097 kitchens and bathrooms

123 fascias, soffits, gutters and down pipes

334 boilers Works will be undertaken by our • Respect for you, your home and newly appointed contractors Engie belongings during the work and Esh and our internal Planned • Work completed to a high standard Maintenance Team. that will be signed off with nothing 109 windows and doors If work is planned for your home this is outstanding what you can expect: • Information on operating and taking • Notification well in advance of any care of your new installations works planned for your home 153 heating systems • Opportunity to feedback on your • Choice of fixtures and fittings – kitchen experience. units, floor coverings, tiles, etc Once your work is complete we’ll contact • Option for a shower room in certain you to find out if we kept our promise and 103 rewires types of properties met your expectations. Please take the • Good communication before, during time to give us your feedback. and after the work including named 45 roofs/chimneys site based and housing staff

Currently satisfaction with Additionally we’ll spend a further £3 million on energy efficient measures, insulation, electrical upgrades and external works. improvement works is running at 96%

12 Spring 2018 www.bernicia.com 13 Your promise to Bernicia Rent Our Rent is important – it pays for the homes you live in and services you receive. Without it we couldn’t deliver what we do for you or Income Team make any wider contributions to the communities of the North East. are here to help you: Your rent is due every Monday unless you have agreed with us to pay fortnightly or monthly in advance. To make paying your rent easy we offer a range of ways to do this including: Our Income Officers working North of the River Tyne Direct Debit Standing order covering , North Tyneside and Newcastle upon Tyne are: Dawn Scott [email protected] 0191 238 3155 Online Paypoints and Post Offices Alison Nixon [email protected] 0191 238 3143 Kath McDonald [email protected] 0191 238 3168 Dan Stodart [email protected] 0191 238 3169 Telephone Cheque or Postal Order Jillian Blaney [email protected] 0191 238 3861 Rebecca Telford [email protected] 0191 238 3862 Helen Wilson [email protected] 0191 238 3157 Struggling to pay your rent? Jacqueline Scott [email protected] 0191 238 3406 We know there may be times when Kerry Howie [email protected] 0191 238 3403 you’ll have problems paying your rent. It’s often the case that difficulties arise because people have other Our Income Officers working South of the River Tyne money problems. covering Gateshead, South Tyneside, Sunderland, Durham, Hartlepool, If you are finding it difficult to pay your Darlington, Stockton, Middlesbrough, Redcar and Cleveland are: rent please contact us as soon as possible, there are ways we can help you: Charlie Monchatre [email protected] 0191 238 3375 • We can signpost you to professional Claire Foster [email protected] 0191 238 3310 help via our partner Stepchange Joanne Pickering [email protected] 0191 238 3352 or other local specialist money • We can help you choose the best Danielle Blackburn [email protected] 0191 238 3330 advice services payment method so you won’t miss • We can advise you about help that may further payments. To help us identify missed payments at the earliest opportunity, from April we be available towards your rent In most cases we’ll be able to help you are bringing in an intuitive software package that predicts when payments, • We won’t ask you to make agreements and by taking early action prevent the housing benefit etc will be paid and tells us when this hasn’t happened. you can’t keep, this will only lead to need for court action and the extra costs more problems that go with this.

14 Spring 2018 www.bernicia.com 15 Universal Credit is rolling out at a pace

Date Local Authority Jobcentre area What is Will I be Who is excluded Universal May 2016 Newcastle City Council Newcastle Cathedral Universal Credit? affected? from Universal Credit full Square JCP service December 2016 Hartlepool Borough Council Hartlepool JCP Credit? has been February 2017 Newcastle City Council Newcastle East JCP Universal Credit is a new If you live in one of the If you are of pensionable age operating in March 2017 Newcastle City Council Newcastle West JCP single payment introduced Jobcentre areas listed on the or a family with 3 or more a number October 2017 Durham County Council Peterlee JCP, Seaham JCP by the government for people opposite page you will claim children you cannot usually who are looking for work or Universal Credit if you: claim Universal Credit and of our areas October 2017 Gateshead Council Gateshead JCP since May on a low income. It replaces • Are a new benefit claimant will continue to receive your November 2017 Gateshead Council Blaydon JCP a number of other benefits benefits in the same way. 2016. • Currently claim any legacy December 2017 Durham County Council Bishop Auckland JCP, Consett JCP (the government calls ‘legacy There are a number of things benefits’) including: benefits (listed opposite) Crook JCP, Stanley JCP and have a change in you can do to prepare for • Housing benefit circumstances. Universal Credit. • Income based Job Seekers Open a bank account Allowance Changes in circumstances may include: You must have a bank account. • Income related Employment Date Local Authority Jobcentre area Support Allowance • A partner moving in or Get access to the internet moving out You can only apply for and May 2018 North Tyneside Council Killingworth JCP, • Income Support Universal manage your Universal Credit North Shields JCP, Wallsend JCP • A change in your hours Credit full • Child Tax Credit account online. of work service May 2018 South Tyneside Council Jarrow JCP, South Shields JCP • Working Tax Credit. • Claiming help with your rent Get into work is due to June 2018 Durham County Council Chester le Street JCP, Universal Credit payments are for the first time. The government’s intention roll out in Durham JCP, Newton Aycliffe JCP, paid directly into your bank is that Universal Credit makes If you already receive one of following Spennymoor JCP account each month. It usually work pay. takes about 5 weeks for you the benefits Universal Credit is July 2018 Middlesborough Council Middlesborough East JCP, areas: to receive your first Universal due to replace and you have no Think about budgeting Middlesborough JCP Credit payment. change in your circumstances, You’ll be responsible for July 2018 Sunderland City Council Houghton le Spring JCP, paying all your household bills If you qualify for help with your continue as normal until the Southwick JCP, Sunderland JCP, (including rent) from your single rent, your payment will include Department of Works and Washington JCP monthly payment. a ‘Housing Costs Element’, this Pension tell you that you need November 2018 Northumberland County Council Ashington JCP, Berwick JCP, means you are responsible for to claim Universal Credit. Cramlington JCP, Morpeth JCP using this money to pay your December 2018 Northumberland County Council Alnwick JCP, Bedlington JCP rent to us. The easiest way to Blyth JCP, Hexham JCP do this is to set up a Direct Debit To find out more visit: or standing order, which will www.gov.uk/universal-credit automatically transfer your rent payment to us on a set date each month.

16 Spring 2018 www.bernicia.com 17 Your privacy matters

Why do we collect What information do we How will my We collect and hold a range of ‘personal information’ about our tenants, and store personal hold about you? personal information residents and other service users. We do this for a number of legitimate information? We will only ask for personal be protected? reasons as part of everyday business. We need to collect, process information that is appropriate to At all times we have in place and store personal information enable us to deliver our services. technical and organisational about you and other household In some cases you can refuse measures to protect the There are strict laws, however, regarding how we collect, store and use such information. members to be able to deliver to provide your details if you confidentiality and security of think a request is inappropriate. You will have heard of the Data Protection Act and you may have heard of the EU services. personal information, irrespective However, you should note that General Data Protection Regulation (GDPR) that is coming into force in May 2018. of how it is collected. this may restrict our ability to Where data is shared, third The new GDPR will ‘raise the bar’ in terms of the standards to which organisations in How do we collect deliver services to you. parties are required to comply the EU will be subject to when processing personal information. Despite Brexit the information about you? government has made it clear GDPR will be implemented. with the principles of the Data The majority of information we Under what Protection Act and the General We are a ‘data controller’ under the Act and Regulation. This means we must register hold is what you have given us, Data Protection Regulation. with the Information Commissioner and supply details of the reasons for holding circumstances will my this may be via our website, over data be shared? personal data. the telephone, on application forms or sometimes from Normally only our employees will How long will my What we must do Your rights other sources. be able to see and process your personal data be kept? personal information. However There are clear requirements on how we handle • You have the right to ask us not to process your We will only hold your data there will be occasions when for as long as reasonably information. These state that through our regular personal data for direct marketing purposes How do we manage your we share relevant information activities, data must be: necessary and in line with our • You have the right to access the personal personal information? with third parties. This may be Data Retention Schedule. This information that we hold about you contractors delivering repairs • Fairly and lawfully processed Access to personal information does mean that your data may • If the information we hold on you is incorrect is restricted to authorised or home improvements on our be retained for a period of time • Only used for limited and well explained you have the right to ask us to rectify it quickly individuals on a need to know behalf or with other statutory after you have stopped using purposes and free of charge basis. agencies such as social services Bernicia’s services. or health authorities. • Adequate and relevant to our needs and • You have the right to request that data we hold We will not discuss your personal not excessive in detail on you is deleted information with anyone other than you, unless you have given • In some cases we will require your specified • Accurate and up to date written authorisation to do so. consent to hold and use your data. • Not kept longer than necessary How we will meet our requirements and respond to your rights is fully set out in our Privacy Statement. • Securely stored A full copy of our Privacy Statement can be found • Processed in accordance with your rights. on our website www.bernicia.com Opposite are some questions answered to provide you with assurance that your privacy does matter and that your personal information is used properly and is safe.

18 Spring 2018 www.bernicia.com 19 Making things easier, making things simpler

To support our commitment to making things easier and simpler we’re bringing in a new IT system from April 2019.

This will allow you to do much more online at times that suit you and will enable our staff to work more flexibly to respond to your needs. Of course we’ll always be there for those who are not online.

We need to get things right - so please tell us what you would like to see reflected in our website tenant portal that would make things easier and better for you. Our challenge to you is to visit our website www.bernicia.com, take a look at what’s on it now and tell us what would help you do business with us more conveniently. Click on the link on the homepage of our website to give us your ideas and comments. The first 20 people to do this will receive £10 in shopping vouchers.

Thank you for reading our newsletter and remember if you don’t tell us we don’t know, so please if you’ve got anything you’d like to say let us know, whether it’s good, bad or indifferent – every piece of feedback counts.

Bernicia Group is a Registered Society in and Wales under the Co-operative and Community Benefit Societies Act 2014 No. 7711. Affiliated to the Federation of Housing Associations. Registered under the Housing and Regeneration Act 2008, Registration No. 4868. VAT Registration No.733 8036 38

20 Spring 2018