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Blackpool Coastal Housing Ltd
Coastal House
17-19 Abingdon Street
Blackpool
FY1 1DG
T 01253 477900
Email:
enquiries@bch.co.uk
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Blackpool Coastal Housing
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Local Offers & Service Standards
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BCH Customer Charter
Local Offers & Service Standards
BCH Customer Charter
Tenant Involvement & Empowerment Standard
Home Standard
Tenancy Standard
Neighbourhood & Community Standard
Customer Care Service Standards
Housing Management Service Standards
Repairs & Maintenance Service Standards
In 2009, the Tenant Services Authority (TSA) became the new regulator for social housing and introduced new national standards for all social housing providers including Blackpool Coastal Housing (BCH). The national standards describe the outcomes and the specific requirements expected of all social housing providers across a variety of key areas. The National Standards are:
Tenant involvement and empowerment
• Customer Service, Choice and Complaints
• Involvement and Empowerment
• Understanding and Responding to the Diverse Needs of Tenants
Home
• Quality of Accommodation
• Repairs and Maintenance
Tenancy
• Rents
• Allocations
• Tenure
Neighbourhood and community
• Neighbourhood Management
• Local Area Co-operation
• Anti-social Behaviour
The TSA also required BCH and other social housing providers to discuss each national standard with their customers and develop a series of ‘local offers’ that provide a detailed commitment to the
services our customers want.
Customer Consultation
BCH launched the ‘local offer’ consultation at our Annual Tenant Conference where tenants gave their opinions on where BCH is performing well, where we need to improve and also what their priorities for the future are. Over 700 individual consultations across all BCH service areas were completed on the day and provided a significant amount of information to start developing local offers. In addition, the new BCH
Survey Group and Young Tenants Survey Group both completed similar consultation exercises. The information collected at the Tenant Conference, alongside results from further consultation exercises and activities completed by each individual service was then analysed and evaluated by Service Managers and their individual Service Improvement Panels before being formally approved by the Tenant Liaison Forum and BCH Board.
The following pages outline each of our 'local offers' in a new BCH Customer Charter.
You can view the Customer Charter by clicking here
Page last modified on 15 December 2011
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