Blackpool Coastal Housing >
Customer Involvement >
Involvement menu
Customer Involvement
 |
 |
 |
| |
Contact Us
Customer Involvement Team Blackpool Coastal Housing Coastal House 17 - 19 Abingdon Street Blackpool FY1 1DG  (01253) 477911  customerinvolvement@bch.co.uk |
|
 |
|
 |
NEW YEAR - NEW START
Why not make getting involved with BCH one of your New Years resolution?
Getting involved couldn't be easier, why not have a read below and see what you'd like to be involved with.
Involvement Menu
We actively encourage our Tenants to get involved in the housing service, at whatever level they feel comfortable. If you would like to get involved with us, we will offer you training and support as required. BCH recognises that everyone is different and uses a range of different participation methods.
To enable as many Tenants as possible to become involved we have a Customer Involvement and Projects Team who work regularly with tenants and leaseholders from around Blackpool. Many of our customers have been working with us for some time, but we are continually encouraging new Tenants to join us. We are always looking to increase the number of ways which customers can work with us and with each other. We will try to make sure that noone is out of pocket as a result of their involvement and we will provide transport when this is required, (to attend meetings or focus groups).
Some of the ways in which we involve customers are listed below:
Tenant and Resident Associations
For more information about Tenant and Resident Associations click on the link above.
Mystery Shoppers
We have recently relaunched this service and would like both tenants and leaseholders to get involved. Mystery shoppers make enquiries by telephone, e-mail, letter, on the internet or by visiting housing offices in person. Tenant mystery shopping checks that BCH are continually delivering high standards of service and customer care to all our customers. It allows us to praise excellent service and work on the areas that need improvement. Being a Mystery Shopper is fun and you can undertake as few or as many mystery shops as you wish. If you would like to be a Mystery Shopper or want a further chat please contact Sandy at the Customer Involvement and ProjectsTeam for more information.
Conferences
Our annual Tenants conference is held to help promote our housing service and encourage tenants to get involved in helping us make the many decisions which go towards improving their homes and communities. The conference is an opportunity to meet BCH staff, speak to other local agencies and other tenants. Over the many years we have been holding the conference our tenants have told us that they have found it very useful to have other local agencies present and enjoy the market place style information stalls. We try and make the event as fun as possible and usually have competitions, prize draws and giveaway. Why not come along to the next one? Look out for flyers, posters and invites coming through your door.
Survey Group
We carry out surveys with our customers to find out what they think of our service and help suggest ways we can improve. If youwold like to join tis group we would ask you to complete no more than 4 surveys each year which take around 15 minutes to complete. We publish the results in the Tenants 'Viewpoint' magazine and we use them to make improvements to the services we provide.
Tenant Feedback
Sometimes we ask for feedback when a tenant has used our service. Each time a repair is completed we will send a satisfaction slip asking you to comment on the standard of service. If you are not satisfied we will investigate and if there is a genuine problem we will make sure it is put right.
We want to make sure that all our events are accessible, relevant and informative so we ask for customer feedback after each one to help impove future events.
Customer Suggestion Scheme
Customer Suggestions Cards can be picked up from any of the local housing offices or from BCH Community Centres situated throughout the town. Suggestions for improvement will be considered by a panel of tenants and may be passed to senior management for possible implementation. Good ideas could receive an award of up to £50 in high street vouchers.
Viewpoint
We produce the tenants newsletter 4 times a year. Each edition includes information about our services and any changes to them. It also contains local information, updates from Tenants & Residents Associations and competitions. We encourage Tenants to contribute to the magazine. Please contact Jenni at the Customer Involvement Team.
Click here to read Viewpoint
Reading Panel
To help us to produce information that is relevant and easy to read we have a reading panel. Before we publish any new documents we will send them to the panel to look at. If you would like to help us and other tenants in this way without having to attend regular meetings please contact Jenni at the Customer Involvement and Projects Team.
Click here for the Reading Panel Registration Form
Tenant Board Members
Blackpool Coastal Housing Board is made up of 5 tenants, 5 council nominees & 5 independent members. Tenant board members are elected by tenants and are required to retire after a maximum period of 3 years. Vacancies will become available each year and at other times if anyone retires from their post.
Estate Walkabouts
Our three local estate offices have regular estate walkabouts with other agencies and tenants. We will look at general issues such as litter or overgrown hedges and we try to ensure where problems exist, these are put right. If you would like to go on any of the walkabouts please contact your local housing office for future dates.
Repairs Forum
Each year we hold 2 Repairs Forums, these are designed to allow you an opportunity to shape the service to meet the needs of our tenants and leaseholders. The event normally takes place in the shape of a presentation followed by workshops. Following these events we use the feedback to change the way in which we deliver our service.
Tenant Empty Homes and Decent Homes Inspectors – Both Decent homes and Tenant Inspectors help us to monitor the standard and the quality of workmanship in our empty homes and improvement works under the decent homes program. Inspectors assess and monitor standards and complete score sheets on their findings. Inspections take place on a monthly basis. Please contact Sandy for more detail or to join.
Click here for the Tenant Inspectors Registration Form
Green Wardens
If you would like to become a Green Warden to assist us in keeping an eye on your local environment by reporting on the standards of such issues as grass cutting or rubbish collection. Contact Suzanne at the Customer Involvement and ProjectsTeam.
Click here for the green Wardens Registration Form
If you would like to read our latest Green Wardens newsletter please click on the link below.
October Green wardens Newsletter
Clean Wardens
If you live in a 3 storey or a high rise block we would like to invite you to join us and become a Clean Warden. We will ask you to monitor the communal areas of your block and provide us with valuable feedback on how you feel the contractor responsible for cleaning these areas is performing. You can do this by filling in a postal score sheet or we can telephone you at a convenient time to gather your feedback.
As a Clean Warden we will keep your identity anonymous to other residents. All you need to do is provide feedback from the comfort of your own home. It’s as simple as that! Contact Suzanne at the Customer Involvement and Projects Team for more informationor to sign up.
Sheltered Forum
If you live in one of our sheltered homes we would like to invite you to come along and join our sheltered forum. The forum meets on a quarterly basis per year and is an opportunity for sheltered tenants and staff from Blackpool Coastal Housing to meet and work together to improve the Sheltered Housing Service and the quality of life of tenants. If you would like more information or join please contact Sandy at the Customer Involvement and ProjectsTeam for more information.
Please see at the bottom of this page for registration form
Disability Forum
The Disability Forum is made up of a group of Blackpool Council tenants and leaseholders and staff from Blackpool Coastal Housing (BCH). They meet to discuss relevant issues and work together to improve the services BCH provides, helping to ensure that these are fully accessible. The Forum is open to all Blackpool Council tenants or leaseholders who class themselves as having a disability or who care for someone with a disability. If you would like more information or join please contact Jenni at the Customer Involvement and ProjectsTeam for more information.
Please see at the bottom of this page for registration form
Leaseholders Forum
BCH want to ensure that all our leaseholders have the opportunity to get involved with our service improvements and discuss any new legislation that may effect their homes and leases. The meetings are held on a quarterly basis per year. If you would like more information or join please contact Jenni at the Customer Involvement and ProjectsTeam for more information.
Please see at the bottom of this page for registration form
Click here for the customer involvement Registration Form
LGBT group enGAYge
If you are a member of the LGBT (lesbian, gay, bi-sexual and transgender) community we have a meeting group called enGAYge which gets together on a monthly basis. All our meetings are confidential and held in a venue outside council locations. Meetings are co-ordianted by Sandy who positively identifies as an LGBT member of BCH staff. For more information or a condifential chat contact Sandy on 477911
Please click on the link for the enGAYge newsletter.
Winter 2011 edition
Summer 2011 edition
Spring 2011 edition
Please click on the link for future meeting dates and minutes of previous meetings. Click here
Service Improvement Panels (SIP's)
BCH have recently introduced our latest ways you can get involved with us and make a real difference in every area of the housing service which we provide. For more information on these and how to get involved please click this link.
GOT AN IDEA FOR A NEW INVOLVEMENT METHOD?
If you have a suggestion for a method of involvement which is not on our list, please let us know and we will make every effort of set it up.
Page last modified on 10 January 2012