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Our Vision, Values and Service Standards

Our Vision

“Inspiring people to build sustainable communities”

We believe all at BCH have a pride in what they do, they care about their customers and work hard to deliver positive outcomes in all that they do, in short they demonstrate,

Our Values


Positivity - We take pride in BCH and the services provided to our customers and are passionate about listening to what people need.

Respect & Compassion - We are committed to being fair to people and treat everyone we meet with dignity and respect.

Integrity - We are accountable for being honest and delivering on the promises we make and take responsibility for our actions and the outcomes achieved.

Dynamism – We will strive for continual improvement and respond to the changing needs of our communities.

Energy – We will be creative and consider innovative solutions to support our customers and communities.

Our Behaviours

Internal and external customers can expect that we will:

  • Be clear about the level of service our customers can expect from us
  • Be good at what we do. If we don't get it right first time, we will apologise and try to make it right
  • Respond to customer enquiries in a timely manner and keep them informed of what action we are taking
  • Be polite, friendly and avoid the use of jargon when we communicate with our customers
  • Have a positive, can-do attitude and be progressive in our thinking
  • Aim to prevent discrimination and promote equal opportunities in all our dealings with customers and treat everyone fairly
  • Give our customers choice in how they access our services where possible
  • Show empathy and understanding
  • Listen to the views of our customers to help make improvements and drive services forward
  • Be respectful in all our communication, both internally and externally
  • Be considerate of the workloads of our colleagues when making requests for their help and time
  • Take the time to listen to our customers and try our best to understand their needs or concerns
  • Try our best to find out which organisation can help if we can't
  • Take responsibility for our actions
  • Take the time to explain our decisions
  • Be open and honest
  • Answer customer enquiries accurately and as fully as we can, only referring them to another person if absolutely necessary
  • Adhere to relevant policies and procedures
  • Be transparent about what we can deliver and how long it will take
  • Respect our customers' right to confidentiality
  • Deliver services in a way that offers good value for money

How will we monitor our standards?

  • Performance Data
  • Tenant Satisfaction Measures
  • Customer Feedback and Complaints
  • Mystery Shopping and Scrutiny
  • Supervision and Audits