Bernicia Group
Tenant Satisfaction Measures 2025/26
Housing associationNorth14,015 homesRegulator code 4868
In 2025/26, 80.8% of Bernicia Group's tenants in rented homes were satisfied overall with its service (TP01). That is above the median of 76.9% for housing associations, putting it in the second quartile (63rd of 189).
That is up 0.3 points on 2024/25. Against other housing associations, its strongest result was listens and acts and its most room to improve was time taken for repairs.
Compare Bernicia Group with its peers
Peers by size, region or patch, three-year trends, a what-if tool and a printable report, in the TSM Tracker.
Tenant perception, rented homes
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| TP01Overall satisfaction | 80.8% | 76.9% | 2nd | ▲ +0.3 |
| TP02Satisfaction with repairs | 77.9% | 77.7% | 2nd | ▼ −0.3 |
| TP03Time taken for repairs | 69.8% | 74.1% | 3rd | ▼ −1.8 |
| TP04Well-maintained home | 79.7% | 77.1% | 2nd | ▲ +1.0 |
| TP05Safe home | 85.1% | 82.0% | 2nd | ▲ +0.1 |
| TP06Listens and acts | 76.5% | 69.2% | Top | ▲ +1.6 |
| TP07Keeps tenants informed | 80.5% | 77.4% | 2nd | ▼ −0.5 |
| TP08Fair and respectful | 87.6% | 82.3% | Top | ▲ +1.3 |
| TP09Complaints handling | 41.5% | 41.8% | 3rd | ▼ −0.8 |
| TP10Communal areas | 70.6% | 71.6% | 3rd | ▲ +3.9 |
| TP11Neighbourhood contribution | 74.7% | 70.0% | 2nd | ▼ −1.3 |
| TP12Anti-social behaviour | 71.5% | 64.0% | Top | ▼ −4.1 |
Repairs & building safety
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 0.0% | 0.1% | Top | 0.0 |
| RP02_1Non-emergency repairs on time | 78.9% | 85.2% | 3rd | ▲ +1.2 |
| RP02_2Emergency repairs on time | 99.7% | 96.6% | Top | ▲ +0.2 |
| BS01Gas safety checks | 99.9% | 100.0% | 3rd | 0.0 |
| BS02Fire risk assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS03Asbestos surveys | 100.0% | 100.0% | 2nd | 0.0 |
| BS04Legionella assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS05Lift safety checks | 100.0% | 100.0% | 2nd | 0.0 |
Complaints & neighbourhood
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 67.7 per 1,000 homes | 61.1 | 3rd | ▲ +4.40 |
| CH01_2Stage 2 complaints rate (lower is better) | 7.20 per 1,000 homes | 12.9 | Top | ▲ +1.20 |
| CH02_1Stage 1 responded in time | 98.5% | 96.2% | 2nd | ▲ +15.1 |
| CH02_2Stage 2 responded in time | 92.9% | 96.2% | 3rd | ▼ −0.9 |
| NM01_1ASB cases rate (lower is better) | 55.7 per 1,000 homes | 34.9 | 3rd | ▼ −3.90 |
| NM01_2Hate incident cases rate (lower is better) | 0.70 per 1,000 homes | 0.80 | 2nd | ▲ +0.30 |
Quartiles and medians compare Bernicia Group with the housing associations that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 1,445 responses, margin of error ±2.4 points.
Other housing associations in North
Contains public sector information published by the Regulator of Social Housing, licensed under the Open Government Licence v3.0. Map boundaries: ONS Open Geography Portal, Crown copyright and database right, OGL v3.0. Analysis by CX-Feedback.