Thank you for joining us, and we missed you if you couldn’t.
This year we welcomed 42 customers, including 19 first timers, along with colleagues and BCHG Board members, to our Customer Scrutiny Conference at Dudley Archives and Local History Centre. We worked with the Resident Scrutiny Voice Panel (RSVP) to shape the day around the theme Better Together: One Team, Our Strength. The discussions were based on your feedback from the Tenant Satisfaction Measures, complaints, and general comments. With RSVP, we turned this feedback into the conference agenda, making sure your voice was at the heart of every conversation.
What you told us
There were three breakout sessions, led by RSVP on each topic.
Closing the Loop (Communication)
You praised repairs and service quality, especially Homeforce staff and Repairs Delivery Coordinators., but updates on planned works were inconsistent. You asked for clearer timelines, simpler complaints handling, better use of the customer portal, and a friendlier tone in letters that also recognises positive contributions.
Neighbourhood Contribution
Shared spaces, scheme activities, and WhatsApp groups build real community spirit. You value sessions on health, safety, and digital skills, but the idea of neighbourhood contribution isn’t always clear. You want BCHG to empower residents to run activities, improve visibility of services, and make our more planned.
Strategic Plan
You welcomed ideas such as energy devices, diagnostic repairs, and damp/mould monitoring, but affordability and transparency remain priorities, especially for service charges and upgrades. You called for clearer communication on property improvements, CRM cover when staff are away, and fairer delivery of services across all housing.
Next steps
We will now work with RSVP and the BCHG Board to finalise the Service Improvement Plan. This will include:
- Quick Wins: timely updates on works, a simpler complaints guide, clearer CRM cover, and more positive communication.
- Community Building: support for events, collaboration between schemes, clearer signposting of services, and planned CRM visits.
- Longer-Term Plans: how we can make technology work for you, maintain quality, and a focus on transparency and affordability.
- Ongoing Engagement: wider feedback, regular updates, and co-designing improvements with RSVP.
Get involved
You can take part as much or as little as you like. If you’re interested in areas such as repairs, neighbourhoods, or estates, let us know and we’ll invite you when these topics come up. Getting involved means you can make a difference, meet new people, and learn new skills. We are currently recruiting for two members to join our Resident Scrutiny Voice Panel and two members to join our Repairs Partnership Board. Applications are open to all BCHG customers, whether you're a new or long-standing tenant - all you need is an open mind and enthusiasm to help others. For more information, please contact Ramesh Malhan, Head of Customer Voice, via email on ramesh.malhan@bchg.co.uk or phone - 0121 561 7921.
Our annual scrutiny conference takes place every September – we’d love you to join us, especially if you’ve not attended before.
Together we’re stronger!
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