Customer Steering Group
This group consists of customers from various services who represent the views of customers to BCHA and encourage positive change. The group ensures that insights from embedded engagement, service meetings, and reference panels (focus groups) described below are communicated to the executive team and the board to influence BCHAs service delivery. We meet four times a year—twice with the board and executive team, and twice together, where we invite the board and exec to join us.
In these meetings, we discuss issues of concern related to service delivery, highlight good practices, and lobby for change. The group also formally communicates back to reference panels and service groups any issues the board and exec have raised.
Reference Panels
Reference Panels meet regularly to discuss issues raised by customers specific to their experiences. This can be regional, like the Dorset panel, or area-specific, such as Domestic Abuse (DA), emotional health, and supported housing. These panels convene regularly and consider agenda items arising from their experiences or local/national issues. They may also form temporary sub-groups to address specific issues or tasks.
Focus Groups
Focus Groups are formed to tackle specific issues (co-production) on behalf of customers or in response to issues raised by BCHA or external events (e.g., Green Agenda, Policy Reviews, cost of living). These groups usually meet once in an informal setting, encouraging open discussion to help shape new services or initiatives.
Surveys
Occasionally, customers will be invited to participate in digital or postal surveys. Each survey focuses on a specific housing service, allowing customers to share their views and contribute to shaping the services provided by BCHA without needing to join a physical group.
Additionally, once per quarter, you may receive a random call from an organisation called Acuity, who will ask questions specifically related to the Customer Satisfaction Measure. This survey gives customers the opportunity to provide confidential feedback about our services.
Other ways to Get Involved
We encourage customers to keep an eye on our website, social media, and correspondence for activities of interest. We offer a range of opportunities depending on your locality, such as training through BCHA Learn. For more information on how to get involved, please reach out to your tenancy officer.
Our Partners
