Your voice can make a difference

There are different ways to share your experience, shape decisions and help us check whether improvements are making a difference. You can choose an option that suits your interests, experience and available time. Our approach follows five connected stages: Voice, Insight, Influence, Assurance and Improvement.

  • Voice - tell us what matters

    Opportunity

    What you do

    How it makes a difference

    Typical commitment

    Surveys and everyday feedback

    Share your experience through Tenant Satisfaction Measures, service surveys, compliments, complaints and other feedback.

    Helps BCHG identify themes, risks and priorities and understand where experiences differ.

    A few minutes, when it suits you in the comfort of your own home.

    Resident Conference

    Join other residents and BCHG leaders to discuss priorities, services and future plans.

    Influences organisational priorities and gives residents direct access to senior leaders and Board members.

    Usually, one main event each year.
  • Insight - help us understand the evidence

    Resident Bank

    Join a wider pool of residents who can be invited to take part in targeted activities based on their interests or lived experience.

    Brings a broader and more representative range of voices into service reviews and decisions.

    Flexible. Choose which invitations you accept.

    Focus groups and consultations

    Explore a specific service, policy or resident experience in more detail and help BCHG understand what is happening and why.

    Provides deeper insight, tests assumptions and helps shape practical changes.

    Usually, one session or a short series of sessions.
  • Influence - shape priorities and decisions

    Resident Experience Assurance Panel (REAP)

    Review themes from complaints, including anonymised Stage 2 complaint themes and learning, Tenant Satisfaction Measures, surveys and wider resident feedback. Test how accessible and fair the complaints process feels, help shape improvements to complaint handling and communications, challenge the evidence, agree priority areas, help shape policies and service standards, and commission deeper assurance activity where needed.

    REAP is BCHG’s strategic resident forum for insight, challenge and assurance. It tracks progress, tests whether change has made a difference and helps strengthen accountability. It focuses on patterns and learning, not individual complaints.

    Meets every two months, usually for around two hours, with occasional reading or feedback between meetings. Induction, training, support and reasonable expenses are provided.
  • Assurance - test services and hold us to account

    Repairs Partnership Board (RPB)

    Review repairs performance, quality, safety, complaints, resident experience and inspector findings. Help define what good looks like, challenge trends and test whether improvement action is working.

    Strengthens resident assurance around repairs, compliance and property services and helps ensure that standards reflect residents’ lived experience.

    Normally four meetings a year, plus induction, training and occasional preparation.

    Resident testing

    Take part in activities such as mystery shopping, resident journey reviews, service testing, interviews or inspections commissioned through the resident voice framework.

    Provides direct evidence about how services work in practice and whether improvements are reaching residents.

    Flexible and linked to the activity you choose.
  • Improvement - see what changed and check again

    Closing the loop

    Review “You Said, We Did” updates, Board feedback, resident communications and progress reports. Help check whether agreed actions happened and made a meaningful difference.

    Makes resident influence visible, supports continuous learning and helps hold BCHG to account for outcomes.

    Flexible, through updates, short reviews or follow-up sessions.

Why get involved?

Getting involved gives you a meaningful way to share your experience, build confidence and skills, meet other residents and influence the services and decisions that affect your home and community. Your involvement helps BCHG understand what matters, make better decisions, improve services and check whether promised changes have delivered results.

  • Transparency: receive clear information about services, performance, decisions and what has changed because of resident feedback.
  • Influence: help shape priorities, policies, service standards and improvements before decisions are made.
  • Accountability: question the evidence, scrutinise performance and check that BCHG follows through on agreed actions.

The Regulator of Social Housing’s Transparency, Influence and Accountability Standard requires social landlords to take residents’ views into account, explain how those views have been considered, provide meaningful opportunities for residents to influence and scrutinise strategies, policies and services, and share information that enables residents to hold their landlord to account. The opportunities below show how BCHG supports residents to do this.

Through this diagram you can learn more about our resident voice mechanisms in place.

If you would like to learn more about our resident voice activities, please get in touch with our Resident Engagement Officer Chris Cole via:

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

Resident Annual Report 2025 - 2026

This report covers our work from April 2025 to March 2026. 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