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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 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.
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 and other local agencies to put forward views about services provided by Blackpool Coastal Housing and the Council. It is also a chance for staff to present any proposals for change or pass on information to tenants.
Tenant Liaison Forum Workshops
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 forthcoming Tenant Liaison Forum meetings.
Mystery Shoppers
We have recenlty 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 sevrice 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 in 2009.
Surveys
We carry out surveys with our customers to find out what they think of our service and help suggest ways we can improve. 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 Suzanne 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 estate 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 Inspectors
Our Tenant Inspectors to assist us in monitoring the quality of the service and workmanship on both Empty Homes. Please contact Sandy at the Customer Involvement and ProjectsTeam for more information.
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 Customer Involvement and ProjectsTeam.
Click here for the green Wardens Registration Form
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 Jenni 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 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 07796994837
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 14 July 2010