From supporting customers to get involved to customer satisfaction surveys, we actively collect feedback on how services across the organisation are performing.
Transactional satisfaction surveys help us to understand a customer's experience and gain feedback:
- once a repair has been completed. Due to the amount of repairs we complete at BCH, the surveys are sent to a sample of customers.
- when a case has been closed by the Neighbourhoods Team.
- following a tenant signing up for their property.
- when a complaint has been through BCH's internal process.
Tenant Satisfaction Measures (TSM's)
The Tenant Satisfaction Measures (TSM) survey is sent each year to ask customers for their views on how we are performing. The Tenant Satisfaction Measures were introduced by the Regulator of Social Housing (RSH) in 2023 and the survey contains the questions we must ask tenants.
We are required to publish a range of standard tenant satisfaction information which includes the results from this survey. The information helps us to develop plans to improve our services to our tenants. For more information on the TSM's visit our Tenant Satisfaction Measures webpage.
Learning from Complaints
At BCH we see complaints as an opportunity to learn and are a way to help improve service delivery.
On the occasions that customer feedback is escalated to the Housing Ombudsman, your personal data will be processed. The Housing Ombudsman will collect personal information which will enable them to carry out their statutory duties. These duties include considering and investigating complaints, providing advice and information, collecting customer feedback and undertaking research. This will be done fairly and in line with the Data Protection Act 2018. Further information can be found here – Housing Ombudsman Privacy Notice