Your Feedback Matters - July 2025

After a successful pilot, our Mystery Shoppers completed a second exercise in March 2025 which focused on BCH’s Service Standards, including response times, customer service and whether enquiries were adequately dealt with. Whilst the results were mostly positive, the exercise did highlight key areas which will be discussed with senior management and an improvement action plan will be created to monitor outcomes from the exercise.

We'll provide a further update in the next edition of Feedback Matters!

Our Reading Panel reviewed 5 documents during this period and the following changes were made as a result of feedback:

• The online version of the TOWER Progress report was made more accessible with backgrounds removed and fonts changed to ensure the document was clearer and easier to read.
• More information on the support and assistance which could be provided during damp treatment works was included within the Damp Treatment booklet.

No changes were required to 3 of the documents reviewed! All were published displaying the Tenant Friendly logo.

The Complaints Panel assisted with reviewing the Complaints section of the BCH website. Members confirmed this was clear, easy to understand and follow. However, there was some difficulty in navigating the online complaint form and so, following feedback, this has been changed to make it easier to complete.

At their last meeting, the Complaints Panel discussed performance for the year:

• Overall number of complaints received have reduced compared to previous year
• 80% of complaints resolved at Stage 1
• 71% of escalated complaints upheld at Stage 2

We feel that the mandatory customer care training completed by all staff in 2024 has had a positive impact on the reduction in complaints.

Top 5 Complaint Outcomes...

1. Explanation provided
2. Apology provided
3. Repairs completed
4. Individual/team discussion
5. Compensation awarded

Coming soon...

Look out for our Annual Complaints and Service Improvement report for more information.

TOWER have been busy working in partnership with BCH’s Performance Team to complete an internal review of the Repairs Service. The team completed benchmarking with other housing providers, interviewed staff and looked at complaints performance relating to repairs. Following this review, a report and action plan were produced which included areas for improvement and development. This action plan will be monitored by the Performance Team to ensure all targets are met.

Our Neighbourhood Panel supports BCH to monitor the Neighbourhood Service, providing customer insight and collaboration. The Panel assisted in reviewing the ASB Policy to ensure this remains fit for purpose. Members agreed that it would be beneficial for staff to be more visible when out on the estates in order to increase BCH’s presence. As a result of this, tabards were purchased for the team to wear when onsite (on walkabouts for instance) to encourage residents to approach staff and discuss any concerns and provide feedback. Community Outreach Hubs have also been organised in the Bispham area in response to customer concerns and feedback to further increase presence and ease of access in reporting issues. 

During the winter months, our Green Warden volunteers help us to assess the work Fylde Council completes as part of the winter maintenance programme. This includes pruning trees and shrubs and weed treatment. 15 feedback surveys were received during this time.

Overall, 47% rated the standard of service as Good, 40% OK and 13% Poor

As a result of the feedback:

• Pathways were cleared where a build-up of algae had been identified and was causing a slip hazard.

As detailed in the last edition, following reports of unprofessional contractor conduct, a question has been added to the feedback survey to ensure any issues are picked up in a timely manner. It was reassuring to see that 92% of volunteers reported that the Grounds Maintenance Team were friendly, approachable and professional.

Our Clean Warden volunteers continue to help us monitor the cleaning contract in our 3 storey blocks and ensure the areas are being maintained correctly. During this period, 40 surveys were returned from 20 wardens.

Overall satisfaction...

41% rated the standard of service as Good, 36% OK and 23% Poor

Additional Wet Floor signs have been purchased to ensure that there is sufficient signage for residents when cleaning is in progress.

Following reports of cigarette ends being left inside communal areas, the Neighbourhoods Team issued a letter to all residents in the locality to remind them that smoking is not permitted and to ensure the area is kept clean and tidy between cleaning contractor visits.

A number of volunteers said they’d seen a great improvement to the standard of cleaning - this has been passed through to the 5-AM team!