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.
Customer Engagement Strategy
BCH listens closely to the views and voices of our tenants, and uses this vital information to help inform service delivery and improvements.
Our Customer Engagement Strategy outlines how we will achieve this objective. It aims to ensure our customers have a voice and are able to shape and influence the services we deliver, the safety of their homes and how we spend their rent to deliver services and maintain and improve their homes and communities.
We are committed to ensuring all our customers have a voice, are listened to and have meaningful opportunities to engage with us. You can find out more by visiting our Customer Engagement Strategy section of this website.
Customer Voice Report
BCH is committed to ensuring that customers have a voice in the services we provide and decisions that are made. Our quarterly Customer Voice Report highlights how engagement from our customer volunteers and feedback from our wider customer base has impacted and helped to improve and develop services. This report is published on our website within the Acting Upon Your Views section and goes to the BCH Senior Management Team and the BCH Board to ensure that the customer voice is at the heart of decision making throughout the organisation.
Tenant Satisfaction Measures (TSMs)
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 TSMs visit our performance section of the website where you can find TSM results, action plans and more.
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