Update from Our Latest Board Meeting - July 2025
We wanted to share some highlights from our most recent Board meeting, where your voice and experience as our customer were at the heart of many important discussions.
Strong Start to the Year
Our Board was pleased with how we’ve performed in the first part of the year. They recognised the work being done to provide a reliable, safe, and supportive service to our customers.
Looking ahead, they also talked about wider priorities such as:
- Building more new affordable homes
- Meeting new Decent Homes standards
- Complying with Awaab’s Law (a new law around damp and mould)
- Adapting to changes that will give customers even more transparency and rights
These are key to our future, and we’ll be inviting you to share your thoughts at our customer Conference in September, which will help shape our next Strategic Plan. If you're interested in attending - please register here.
More Homes, Despite a Tough Market
The Board approved plans to increase our development programme from 151 to 164 new homes by March 2026. At a time when building new affordable homes is getting harder, this is a real achievement – and we’re proud to be creating more homes for people who need them.
Listening and Responding to You
Customer feedback was a major focus of this meeting. We shared an improved version of our Tenant Satisfaction and Complaints Report with the Board. We’re pleased to be in the top quarter nationally for tenant satisfaction, and while we know complaints handling isn’t perfect, the majority of customers still report a positive experience with BCHG.
Your feedback helps shape how we improve services, so thank you – and please keep sharing your views with us.
Supporting Our Colleagues – and You
The Board also heard how we’re continuing to invest in our people – including staff training that directly benefits customers. We were proud to be shortlisted for Best Learning & Development at the 2025 Customer Experience Awards – for both colleague and customer learning programmes.
Care and Support Services: A Real Strength
Our Care and Support services continue to be a key area of strength. The Board was especially pleased with the high-quality work at New Bradley Hall and in Supported Living. They share our ambition to see these services rated Outstanding by the regulator (CQC), and we’ll keep working toward that goal.
Making a Difference in the Community
Finally, the Board heard about the work of our Social Investment Team, who support residents and communities beyond just housing. Their efforts – from employment support to community development – are making a real impact, and the Board asked us to pass on their appreciation.
We'd Love to Hear From You
We’re looking forward to meeting many of you at our upcoming customer conference this September. If you’ve got questions or suggestions in the meantime, please don’t hesitate to get in touch.
Thank you for being part of the BCHG community.
