Blackpool Coastal Housing (BCH) has reported strong Tenant Satisfaction Measures (TSMs) results for 2025/26, with satisfaction improving in 9 of the 12 tenant perception measures and overall satisfaction rising to 80.64%, placing BCH in the upper quartile of performance. Repairs, complaint handling and neighbourhood services all continue to perform well, while targeted improvements have been identified for areas where satisfaction remains lower.
The Tenant Satisfaction Measures: Analysis Report 2025/2026 highlights key areas where BCH has performed well and provides information on the actions and areas for improvement identified for this year.
Key findings include:
- Overall tenant satisfaction increased to 80.64%.
- Improvements were achieved in neighbourhood and community measures, particularly satisfaction with communal areas, which increased by 8.63%.
- BCH maintained high performance in repairs and complaint handling, with complaint numbers continuing to fall.
- Gas safety compliance fell slightly.
Key Actions agreed for 2026/27 will include
1. Improve perceptions of safety in areas with lower satisfaction levels
- Multi-department Neighbourhood Walkabouts will take place in areas with lower satisfaction levels to gain insight and support a responsive approach to tenant needs.
- Home Safety Roadshows will take place in areas where there is less satisfaction with home safety.
2. Strengthen gas safety compliance
- Continue joint BCH and Council work to tackle access issues and maximise all available enforcement powers and resources to achieve full compliance.
3. Improve equality, communication and engagement
- Complete, publish and promote the Equalities, Diversity and Inclusion Strategy.
4. Enhance neighbourhood and anti-social behaviour services
- Implement recommendations from the TOWER Scrutiny Review of the Neighbourhoods service.
5. Address inequalities in satisfaction amongst certain demographics
- Further investigation into why certain tenant groups are less satisfied.
- Increase representation in TOWER Scrutiny and other tenant involvement opportunities.
Looking Ahead
Thank you to all residents who participated in this year’s survey. While overall satisfaction has improved, we hope to build on this success and focus improvement activity in specific wards and demographic groups to further strengthen tenant satisfaction and service delivery.