Your Voice, Our Commitment

Your feedback is vital to helping us improve the services we offer and make a real difference in the lives of our customers. We believe that your experiences, thoughts and suggestions are the key to shaping a better future for everyone we serve.

We also offer paper forms for making a compliment or complaint. For more details, please read our full Compliments & Complaints Policy and our Raising Serious Concerns Policy. If you have a Safeguarding concern, please find and complete our Safeguarding Form here.

We aim to involve customers and tenants wherever possible in the design, delivery and evaluation of our services. The below outlines the governance of our customer engagement activities. You can learn more about how to get involved here.

Repairs Process Improvements

Following direct engagement with our customers, BCHA has reviewed and made key improvements to the repairs process in response to valuable feedback.

Customers raised concerns about long wait times for repairs referred to subcontractors. In response, BCHA will now regularly review subcontractor response times to ensure they align with our agreed Service Level Agreements (SLAs). Where timings fall short, we will work to improve performance and accountability.

We also identified a need for clearer communication around tenants’ responsibilities and key repair processes. These updates will be incorporated into the new General Needs Tenant Handbook, launching in 2025. Additional information, including guidance on managing and reporting damp and mould, is now available on the BCHA website under the Repairs and Maintenance section.

These changes are part of BCHA’s ongoing commitment to improving our service, enhancing clarity, and ensuring a more efficient and responsive repairs process for all our tenants.

Take a look at our most recent actions in our repairs leaflet, which you can view by clicking the image below.