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Customer Involvement
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Contact Us
Customer Involvement Team Blackpool Coastal Housing Progress House Clifton Road Blackpool FY4 4US  (01253) 477947, 477472 or 477975  customerinvolvement@bch.co.uk |
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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 Team who work regularly with Tenants from around Blackpool. Many of our Tenants have been working with us for some time. We are always looking to widen these groups and have established a number of ways in which tenants can work with us and with each other. We will try to make sure that no Tenant 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 Tenants are listed below:
Tenant and Resident Associations
For more information about Tenant and Resident Associations click on the link above.
Tenant Liaison Forum
These meetings are held every 2 months and are a regular chance for representatives from affiliated Tenants & Residents Associations to meet with housing staff to put forward views about services provided by Blackpool Coastal Housing and the Council. The forum is an informal meeting to encourage discussion. It is also a chance for staff to present any proposals for change or pass on information to tenants.
Tenant Liaison Forum Panel/Workshop
These meetings are held every 2 months and enable members of the Tenant Liaison Forum to discuss and suggest changes to the housing service. They will also set the agenda for the Tenant Liaison Forum meetings.
Open Forum
The Open Forum is an arm of the Tenant Liaison Forum. Two representatives from the Open Forum will attend the Tenant Liaison Forum. Representatives on the Open Forum come from areas where it is not possible to organise a Tenant & Resident Association.
Mystery Shoppers
This is when tenants use our services as any customer would. Mystery shoppers make enquiries by telephone, e-mail or by visiting housing offices in person. Tenant mystery shopping checks that high standards of service and customer care are being delivered. It allows us to praise excellent service and work on the areas that need improvement. If you would like to be a Mystery Shopper please contact Julie Grimshaw at the Customer Involvement Team for more information.
Conferences
We hold annual conferences to encourage tenants to get involved. This is an opportunity to meet staff and other Tenants. We provide information about ourselves and other agencies that may be of interest. There are prize draws and giveaway. Why not come along to the next one? We will ensure that all events are posted on the BCH news section.
Surveys
We carry out surveys with our customers to find out what they think of our service. We publish the results in the Tenants 'Viewpoint' magazine and we use them to make improvements to the services we provide.
Telephone, E-mail and Postal Survey Group
If you are prepared to spend a few minutes no more than 4 times a year to complete a survey contact the Customer Involvement Team. So that we can give as many of our customers as possible the opportunity to become involved we can either send or e-mail the information. For your convenience we can also ring and conduct the survey by telephone.
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 also ask for feedback each time we hold a conference or other event that our tenants attend. We do this so that we can ensure the events are accessible, relevant and informative.
Customer Suggestion Scheme
Customer Suggestions Cards can be picked up from any of the local housing offices or from BCH Community Centres. 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 upto £50 high street vouchers.
Repairs Roadshows
During the summer months we may set up an exhibition with our partnering contactors in your local area. This is an excellent opportunity to talk to repairs and maintenance staff. You can get helpful information and meet other members of your community. We try to make the days fun and we may include such things as Bingo, prize draws, Bar-B-Q’s and refreshments.
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. If Tenants would like to contribute to the magazine please contact 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 the Customer Involvement Team.
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
Customer Involvement Officers have regular estate walkabouts with other housing staff & 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.
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 Inspectors
If you would like to become a Tenant Inspector to assist us in monitoring the quality of the service and workmanship on both Empty Homes and Responsive Repairs (including grounds maintenance and communal cleaning) please contact Ian Butterworth on 01253 477461 or email ian.butterworth@bch.co.uk.
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 Customer Involvement Team.
Page last modified on 29 September 2008