TOWER Scrutiny Progress Report

In December 2022, the panel looked at the Day to Day Repairs service to investigate a rise in complaints. They wanted to identify a trend in the increasing complaints and put forward recommendations to better the experience for customers and in turn reduce the volume of complaints regarding the service. 13 recommendations were made to BCH. Here are a few of them:

The panel wanted to ensure the health and safety risks of BCH tenants are a priority and completed a review on BCH's approach to tackling reports of Damp and Mould in August 2023. Based on their investigations, TOWER concluded that BCH are in the top of social housing providers in this matter, although provided 12 recommendations within their report. Some of which are as follows:

Due to the Cost of Living crisis, the panel got together in February 2024 to assess and improve BCH's approach to Rent and Financial Inclusion provided to our customers. They wanted to see how BCH support customers that are struggling to pay rent with the increase in living costs. Being their most recent scrutiny, BCH are still working through the report and the 10 recommendations and further updates will follow, here are a few changes made so far:

The Scrutiny Group, which I am currently the Chairman, is an independent body separate from BCH. We address concerns such as damp and mould, tenant issues, and new legislation. Once we select an issue to focus on, we inform BCH and conduct a thorough investigation. The findings are then compiled into a report with recommendations for action. This report is presented to the BCH Board of Directors for approval and implementation.

I’ve been involved in tenant participation for over a decade. I've witnessed many changes in tenant feedback processes and appreciate that tenants' voices are heard. While participation in the work is voluntary, training opportunities are provided, offering a challenging yet fulfilling experience... this opportunity has been transformative for me, shifting from pottering around at home to engagement and increased self-assurance.

I feel that the Scrutiny Panel members are respected by BCH, and that our independence from BCH allows customers and staff to be honest in their responses, this gives me confidence that we can all work together to improve BCH as an organisation and the experience of it's customers.

For me personally, being on the Scrutiny Panel has allowed me to gain confidence in myself and to meet new people from all walks of life.

I joined the Scrutiny Panel because as a tenant of BCH I feel it is important that there must be constant communication between the organisation and the tenants themselves. It is intended that the organisation becomes closer to the opinions and wishes of tenants and that BCH can continue to liaise and have positive outcomes on the issues involved.

Over the last few months there have been a few government changes in the way that BCH run and offer services to tenants so being on TOWER Scrutiny Panel is worthwhile as we help to change services and policies for BCH tenants.

The work that we do for BCH is voluntary but all training that I need is provided so I can do each task. What we do on the panel is challenging but also rewarding and satisfying to know that we can shape services for BCH tenants.

Having worked a few scrutiny tasks now, experience comes along the way from other members and of course the BCH Involvement and Communications team. Training is given throughout via webinars or in person, especially when new standards come into play and we can incorporate and make sure that our recommendations to BCH Board are correct..... Mostly it's being satisfied that BCH listens to us and they implement the recommendations that we put forward, helping tenants to live better in the homes and area we live in.