How we think we're performing

Quarterly performance reports

Our quarterly performance reports set out how we’re doing against the targets in our delivery plan. 

You can look back at our past performance reports or view short summaries of our performance in managing the lettings, rents, and repairs service below. 

You can also view our performance against the Tenant Satisfaction Measures (TSMs) here.

Complaints performance summary

Complaints are important to us! We’ll do what we can to put things right for you and we'll learn from complaints so we can deliver better services.

This section contains our complaint performance and learning reports.  We include in these reports:

• The number of complaints we receive
• The nature of complaints
• Our speed of response
• The remedies we offer (including compensation)
• Our learning and how we implement it
• The feedback from complainants on their experience with our complaint handling service

We share these reports with our Board through the Customer Services Committee and Barnsley Council through their cabinet meeting. This makes sure there's effective oversight of the process.

We also meet with our Board Complaint Handling Champion and Barnsley Council’s member responsible for complaints four times a year to give them assurance that we're handling complaints in line with the Housing Ombudsman Complaint Handling Code. You can see our self assessment against the code on our complaints page along with their response to our Annual Complaint and Learning Report.

Contact Centre Summary

When you contact 01226 787878, our Contact Centre team is here to help you with a range of enquiries including repairs, lettings, rent, or any general questions. Every month, we assist thousands of customers, making sure your enquiries are handled quickly and efficiently.

We regularly review how we’re doing by looking at things like how many calls we receive, how fast we answer, how satisfied our customers are, and how many issues we resolve on the first call. By listening to your feedback and monitoring our performance, we’re always working to improve our service and meet your needs.

You can view our latest performance on the below summaries.

Listening and learning from complaints

We welcome complaints and promote a positive complaints handling culture within Berneslai Homes. Complaints are reviewed to identify learning points and improve services for customers. You can read our latest service improvements summary below.