Resident voice opportunities

It is important to Black Country Housing Group that we do provide the best housing service and that means putting our residents at the heart of what we do.

We offer a range of ways which residents can take part in co-designing the future planning and improvement of our housing services.

Some customer voice opportunities include Resident Scrutiny Voice Panel, Customer Scrutiny Panel, Partnership Board, Local Scheme Meetings, Digital Panels and Focus Groups. Find out more about all of our Customer Voice opportunities here.

 

Tenant Satisfaction Measures

Your experience as a customer is a priority for us throughout our organisation. It is vital that we listen to your feedback and develop new ways of working to make experiences effortless and services accessible. 

From 1 April 2023, the Regulator for Social Housing started collecting information on tenants’ satisfaction with their landlords, called the Tenant Satisfaction Measures (TSM). The results must be published to tenants at the end of each financial year and shared with the Regulator. 

The TSM survey consists of 12 measures that ask residents about their view of important areas such as property maintenance, repairs service, complaints handling, how we keep you informed about things that matter to you, and that you are provided with a home that is safe.  

From April 2026, BCHG has partnered with Tenant Leadership Factor (TLF) to undertake surveys on our behalf to capture your feedback.

We hope that as many tenants as possible will take part in the survey when invited. Your feedback is extremely valuable to us and helps us understand what we're doing well and where we need to improve. 

Click here to find further information about the TSM survey.

You can also view our latest TSM performance via this page.

If you have any questions about the TSM survey, please feel free to contact us. 

 

  • BCHG Customer Conference Low Res 9225
    You said, what we did

    To reflect on the ongoing resident feedback and how it has impacted our services, we have introduced 'You said, we did’.

    You can find out more about 'You said, we did' here
  • House
    Neighbourhood plans

    At BCHG, our neighbourhood plans are guided by customer feedback and resident involvement. We listen to what residents tell us through surveys, meetings, estate walkabouts and everyday conversations, and use this insight to shape local priorities. These plans show how we are responding to feedback and working with residents to improve neighbourhoods and build strong, welcoming communities.

    Find out more
  • RSP 2
    Feedback from the BCHG Board

    Regular updates on any key decisions from the BCHG Board that impact our residents and the community.

    Read the latest update here

Customer Annual Report 2024 - 2025

This report covers our work from April 2024 to March 2025. It shows how we have supported customers, improved services, and invested in homes and communities.

You can view the interactive report below, or read the report here