Blackpool Coastal Housing (BCH) has launched its new Customer Engagement Strategy 2026–2029, setting out a clear commitment to strengthening how tenants and leaseholders shape services, influence decisions and help build stronger communities.
The strategy reinforces BCH’s ambition to ensure that every customer has a voice and can play a meaningful role in shaping the services they receive, from day-to-day housing services through to long-term improvements in homes and neighbourhoods.
Putting tenants first
At the core of the strategy is a simple but powerful aim; to make sure customers are listened to, informed and actively involved in decision-making.
BCH recognises that good housing is about more than bricks and mortar. Alongside providing safe, affordable homes, the organisation plays a key role in supporting Blackpool Council’s wider priorities of creating stronger, more resilient communities and increasing opportunities across the town.
Responding to national change
The new strategy comes at an important time for the housing sector. Following major national reforms—including the Social Housing (Regulation) Act 2023 - there is now a stronger legal focus on tenant voice, transparency and accountability.
This means BCH must continue to:
- Be open and transparent about performance
- Ensure tenants can influence services and decisions
- Be accountable for outcomes and handle complaints effectively
- Deliver services fairly for all residents
A flexible approach to engagement
Recognising that customers want to engage in different ways, BCH has developed a four-level engagement framework offering opportunities to suit everyone:
1. Informing
Customers can keep up to date through newsletters, social media, the website and regular updates about services, safety and performance.
2. Consulting/Insight
Surveys, consultations, local events and feedback channels give customers an easy way to share opinions and experiences.
3. Involving
Customers can take part in panels, focus groups, neighbourhood activities and service reviews to help shape improvements.
4. Governance
For those who want deeper involvement, there are opportunities to contribute at governance level, including scrutiny panels and board roles.
Shaped by customer feedback
The strategy has been co-produced with customers, using insight gathered through surveys, door-knocking exercises and focus groups.
Customers told BCH what matters most to them, including:
- Clear and regular communication about services and performance
- More local engagement opportunities and drop-in sessions
- Better feedback on how their views are used
- Information about how rent is spent and services are delivered
While most residents said they knew how to get involved, some barriers were identified—such as time pressures, caring responsibilities and a perception that feedback may not always make a difference.
Key priorities for 2026–2029
Over the next three years, BCH will focus on:
- Strengthening links between tenant voice and decision-making
- Improving communication and embedding customer preferences
- Expanding engagement opportunities, especially for underrepresented groups
- Increasing involvement in governance and scrutiny
- Demonstrating clearly how customer feedback leads to real change
Measuring success
Progress will be tracked through regular Customer Voice Reports, tenant satisfaction measures and the BCH Annual Report. These will show how feedback is influencing decisions and improving services across the organisation.
The Customer Engagement Strategy 2026–2029 marks a significant step forward in BCH’s approach to working with its customers. By listening more, communicating better and creating meaningful opportunities to get involved, BCH aims to ensure that the customer voice is not just heard, but is central to everything it does.Suzanne Tomlinson, BCH's Involvement and Communications Manager
If you're interested in getting involved with BCH or to find out more about our range of opportunities, please contact our dedicated Involvement and Communications Team:
T: 01253 477911