In this edition of our Customer Broadcast we are sharing feedback from the 2024 Customer Scrutiny Conference. This forms part of our ongoing commitment to making sure you are treated fairly, understand your rights, and know how to get support when you need it.
At the conference, you asked us to focus on three important areas:
- The insourcing of gas services
- How we handle complaints
- Clear expectations when repair operatives enter your home
Insourcing of Gas Services
We are pleased to confirm that, from 1 April 2025, gas servicing, repairs and installations are now being delivered directly by BCHG Homeforce. What this means for you:
- You will see a BCHG directly employed operative turn up at your door.
- We have greater control over the quality and delivery of the service
- There is now just one number to call: 0300 555 0302
Your Right to Complain
Following your feedback, we have made some key changes to our Customer Complaint Policy. If something goes wrong, you have the right to tell us, and we are committed to putting things right quickly and fairly. Here is how the updated process works:
- If you ask once, we treat this as a service request
- If you have to ask twice because we did not do what we said, we treat this as a service complaint.
You should not need to chase us. If something has not been resolved the first time, please let us know and we will investigate it properly.
Awaab's Law and Healthy Homes
We are committed to keeping your home safe, healthy, and well maintained. As part of our golden rules, operatives now wear protective shoe covers when entering your home, as a simple way to show care and respect.
This year also sees the introduction of Awaab’s Law, which requires housing providers to act quickly on health-related issues, such as damp and mould. If you report a health-related issue:
- We will inspect your home promptly
- We will take action to resolve the issue within a clear timeframe
To support this, we have developed a Healthy Homes Strategy, shaped together with customers.
Have Your Say – Next Customer Scrutiny Conference
Your views continue to shape the way we work. We are now preparing for our next Customer Scrutiny Conference, co-designed with the Resident Scrutiny Voice Panel.
The Better Together Conference will take place on: Tuesday, 2 September 2025, Dudley Archives and Local History Centre. This is a great opportunity to:
- Join important conversations
- Share your experiences
- Help influence the future of our services
If you would like to attend, please contact your Customer Relations Manager, or register via our website.
Black Country in Bloom – Garden Competition Now Open
We are excited to launch this year’s Black Country in Bloom Garden Competition. Whether you are an experienced gardener or simply enjoy it as a hobby, we would love you to take part.
Important Change – New Chief Executive
After 14 years of dedicated service, Amanda Tomlinson, our Chief Executive, has retired. We thank her for her leadership and commitment to BCHG.
We are pleased that Adrian Eggington, who already worked for BCHG for almost 10 years is our new Chief Executive. Adrian started his new role on 1 May 2025, and we look forward to working with him as we continue to improve services for our customers.
Tenant Satisfaction Measures
To encourage your participation to give us feedback we use an independent survey organisation, IFF Housing Research, who will only contact you using this telephone number: 03300 273449.
If you need extra support to use our services, please let us know. We want to make sure all customers get the help they need.
If you would like this information in a different format or language, please get in touch.
Thank you for your continued involvement. We look forward to working with you to keep improving our services.