Our frequently asked questions (FAQ) page offers quick access to answers for the most common queries about our services, policies and procedures. If you need further assistance, contact the relevant team through our form here.
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"I need a repair, who do I contact?"
If you need a repair, please contact our in-house repairs team Homeforce via email: homeforcejobs@bchg.co.uk or phone:0300 555 0302.
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"What counts as an emergency repair?"
Emergency repairs include serious health & safety risks such as:
- No heating or hot water
- Major water leaks or flooding
- Dangerous electrical faults
- Insecure external doors or windows
- Structural damage
Report emergency repairs by calling us on 0300 555 0302. These will be attended to within 24 hours.
If your CO alarm is constantly sounding, call Cadent on 0800 111 999 and follow their instruction.
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“I have a safety concern.”
If you have a safety concern, please contact your CRM.
In serious emergencies, please contact the police on 999. If you cannot speak, press 55 and your call will be transferred to the police - they will attempt to locate you.
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"Is the housing waiting list open?"
Information on current waiting list status and joining details is on the Renting with BCHG page.
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"I want to pay my rent or discuss charges"
Go to the Pay Your Rent page, or contact you CRM.
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"How do I make a complaint or give feedback?"
Visit the Comments or Complaints page to submit feedback, make a complaint or learn about the complaints process.
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"Where can I find BCHG's policies (e.g. health & safety)?"
All key policies, including health and safety policy are available under Information and Publications then Transparency Policy and Other Key Policies.
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"How can I get support with benefits, cost of living or insurance?"
Visit the Rents and Charges and Cost of Living Support pages for help with benefits, support and home contents insurance.
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"I need help with supported living or residential care."
Contact the supporting living or residential care teams via their dedicated phone/email info in the Contact Us page.
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"I need to update my personal or contact details"
Update your details through BCHG Online or contact your CRM
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"How do I register for BCHG Online?"
You can sign up or log in through our customer portal BCHG Online to manage repairs, rent accounts an tenancy information. Register for BCHG Online via the link here
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"How do I access support if I'm experiencing domestic abuse?"
If you're a resident at one of our properties who is a domestic abuse survivor, you can contact us in confidence via the email youmatter@bchg.co.uk
Alternatively, you can contact your CRM or Scheme Manager.
