Customer Steering Group
The Customer Steering Group, made up of BCHA customers, promotes positive change by representing all customer views. Meeting four times a year, the group shares feedback from engagement activities, service meetings, and Tasks and Finish Groups with BCHA’s executive team and board to influence service delivery. Twice a year, they meet with the board, and on other occasions, invite board and executive members to discuss concerns, highlight best practices, and relay important updates to reference panels and service groups.
Upcoming meetings
- May 22nd 2025
- July 31st 2025
- October 23rd 2025
- January 23rd 2026
Reference Panels
Reference Panels meet regularly to discuss issues raised by customers based on their specific experiences. These panels can be regional, like the Dorset panel, or focussed on specific areas, such as Domestic Abuse (DA), emotional health, and supported housing. They meet regularly to address agenda items related to their experiences or broader local and national issues. Panels may also create temporary sub-groups to address specific issues or tasks.
Upcoming sessions: (Reference panels typically take place every six weeks).
- April 24th 2025
- June 5th 2025
- July 17th 2025
- August 28th 2025
- October 2nd 2025 (TBC)
- December 4th 2025
Want to get involved?
Building, House and Service Meetings
Service or House Meetings focus on issues specific to a project or service and are valued even with small attendance. Feedback from suggestion boxes, oneon-ones, and other interactions formalises customer concerns. These meetings, held with BCHA colleagues such as support workers, senior practitioners and housing officers, cover property conditions and services. Notes are shared with relevant BCHA departments, and ongoing concerns can be escalated to the local reference panel or Customer Steering Group, ensuring the BCHA board and executive team are informed.
Surveys
Occasionally, tenants will be invited to participate in digital or postal surveys. Each survey focuses on a specific housing service, giving customers the chance to share their views and help shape the services provided by BCHA without needing to join a physical group.
Additionally, once per quarter, you may receive a call from an organisation called Acuity, who will ask questions related to the Tenant Satisfaction Measures mentioned earlier. This survey provides an opportunity to give confidential feedback about our services.
Customer Related News
Gemma's Story: How BCHA's Plymouth Families Team Saved Her Life
1 May 2025
After leaving a decade long abusive relationship that left Gemma* feeling suicidal, the Families Team stepped in to offer her support and allow her to live life safely and independently
BCHA Customers Co-designing and Presenting Funding Application
23 April 2025
BCHA is constantly looking for opportunities to test or expand new customer led initiatives. John invited us in for a cuppa to support a new funding opportunity.
BCHA completes first home upgrade to improve EPC for customer
2 January 2025
BCHA are pleased to announce the first retrofit upgrade has been completed thanks to the Government ECO4 grant, having a great impact on both our residents' energy bills and on the environment.
Tenant Talk Winter 2024
31 December 2024
In this edition of Tenant Talk Magazine you can read all about our new Access Wellbeing Boscombe hub for walk-in mental health support, our Flavour of Liberty recipe book celebrating freedom from slavery that's now available on Amazon and Exeter's urban bike project that's recently been launched, plus lots more!
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