Transparency Policy

Being transparent means, we are open and honest with you and we are committed to accounting for our actions and performance this way. This commitment is to our customers, local communities, partners, regulators and other stakeholders. We publish information about how we perform, what we spend and how we are governed, so that anyone who has an interest in our work can find out about the services we provide and how effective we are.

Transparency about what we do

We publish up to date details of the services we provide to customers, and how to access them. We also publish key policies including our policies on allocating housing, repairs and complaints. Copies of all our policies are available on request. We will consult with customers about policies under the ‘No Voice No Approval’ agreement.

We have adopted the National Housing Federation’s (NHF) Code of Governance 2020. We undertake an annual review of compliance against our Code of Governance and publish a statement of compliance in our Annual Report and Financial Statements. We comply with all legal and regulatory requirements of our business and this includes publishing details of the Gender Pay Gap in our business.

Transparency about our priorities and performance

It is important that our customers and other stakeholders are able to openly access information on our priorities and are able to review our performance.

If you would like any information about Board, their decisions or priorities, please email your request to

Transparency about what we spend

We publish a value for money statement in our Financial Statements. The Financial Statement outlines a range of information including:

  • Operating cost per social housing unit
  • Total operating cost per unit
  • Operating surplus on social lettings
  • Spend per unit on maintenance, management, services, new supply and overheads
  • Arrears collection (and bad debt generally)

Below you will find a link to all of our key policies:

Financial Information and Value for Money

Procurement Policy
Rent Setting Policy
Service Charge Policy
Development scheme spend over £500 where funded through Homes England
Financial Statements and Annual Report

Our Services and Performance

Lettings Policy
Anti Social Behaviour Policy
Domestic Abuse Policy
Gas Safety and Servicing Policy
Electrical Safety Policy
Asbestos Policy
Legionella Policy
Damp, Mould and Condensation Policy
RSH Governance & Viability Rating
Tenant Annual Report
Fire Safety Policy
LOLER Lifting Policy
Health and Safety Policy
Repairs & Maintenance Policy
Gritting Policy & Procedure
Leasehold Management Policy
Tenancy Policy
Compensation And Goodwill Payment Policy
Void Property Procedure
Customer Complaint Policy
Equality Impact Assessment - Customer Complaint Policy
Resolution and Remedies Policy
Reasonable Adjustment Policy
Equality Impact Assessment - Reasonable Adjustment Policy
Housing Ombudsman Complaint Handling Code
Complaint Code Self-Assessment Form
Annual Complaint Handling and Service Improvement Report


Whistleblowing Policy
Data Protection Policy
Job Applicant Privacy Notice
Anti-Fraud Policy
Privacy Notice
Gender Pay Gap Report
Data Retention and Disposal Policy
Members of the Board and Board Committees
Equal Opportunities Policy
Anti-Bribery Policy
RSH Governance & Viability Rating
CQC Ratings


Strategic Plan 2023-2026
Equality and Diversity Strategy
People Strategy
Environmental Management Strategy
Asset Management Strategy
Customer Transparency Strategy
Customer Success Strategy
The BCHG Way

Memberships and Accreditations

Domestic Abuse Housing Alliance (DAHA) Membership
Investors in People (Gold)
National Housing Federation Membership
HQN Accredit: DLO/Contractor
Cyber Essentials - Certificate of Assurance
Tpas Certificate - Commitment to Tenant Engagement