STAIRs

BCHG is governed by a Board that provides strategic leadership and oversight, helping to ensure we remain accountable, financially strong and focused on delivering safe homes, quality services and positive outcomes for residents. The Board monitors performance, risk, resident feedback and service improvement, while ensuring BCHG meets the sector standards. Further information about our governance framework, Board Members and committee structure is available here: Board and Governance | Black Country Housing Group.

To support openness and transparency, BCHG publishes Board to Resident Feedback after each Board meeting. These updates provide a summary of the important decisions made and matters that may affect residents, helping residents understand how the Board is overseeing services, performance and future plans. You can find the latest updates here: Board to resident feedback | Black Country Housing Group. 

Financial performance information helps demonstrate how we manage income and expenditure, deliver value for money and maintain the resources needed to meet our commitments to residents.  

Our Annual Accounts and Financial Statements provide a detailed overview of BCHG's financial performance, how we use our resources and how we remain financially strong and sustainable. The statements are available to read here: Transparency and publications | Black Country Housing Group  

Rent is important because it helps pay for homes, repairs, services and support. We want residents to be able to understand what rent we charge and how this compares across our homes. Rent levels vary depending on the type of home, tenancy, location and any service charges that apply. To improve transparency, we have included a summary of average weekly rent levels by home size or type via our Resident Annual Report.  

We are committed to fair, transparent and responsible procurement that delivers value for money, supports high-quality services and promotes ethical and sustainable practices. We use robust procurement processes and monitor supplier performance to achieve the best outcomes for our customers. You can find our full Procurement Statement here.

For further transparency, we have listed below our key resident services contracts:  

Homes that are safe, secure, well maintained and fully compliant with all legislative and regulatory requirements are our highest priority. 

We publish key information about how we maintain our homes such as repairs performance and asset condition via our quarterly key performance indicators report. 

To view how we invest in our housing stock, you can view our latest Annual Accounts and Financial Statements and Resident Annual Report. 

We have adopted the Sustainability Reporting Standard for Social Housing (SRS) to strengthen our environmental reporting. You can view our full report here. 

The Regulator of Social Housing and the Housing Ombudsman play an important role in holding housing providers to account, ensuring that we meet our responsibilities to residents, maintain high service standards and comply with regulatory requirements.  

To demonstrate our performance and commitment to continuous improvement, we publish key information including our Regulator of Social Housing (RSH) judgements, Housing Ombudsman decisions, yearly and quarterly Tenant Satisfaction Measures (TSMs) and complaints performance. 

To find out more about our performance as a landlord, you can view BCHG's key performance indicators (KPIs) for the last quarter here.

We regularly commission independent internal audits to assess the effectiveness of processes. Audit findings help us identify opportunities for improvement and strengthen the services we provide to residents. Where recommendations are made, action plans are developed and monitored to ensure improvements are delivered. A summary of our most recent audit outcomes is provided via this document here. 

We provide a range of support services designed to help people in the Black Country live independently, develop new skills, access employment and training opportunities, manage their finances and connect with their local community. You can find out more through our community support page. 

The BCHG Way sets out our commitment to putting residents at the heart of everything we do. Through The BCHG Way, we aim to build trust, deliver high-quality services and work together with residents to create positive outcomes for our communities.

BCHG is committed to putting residents at the heart of decision-making. Through surveys, consultations, panels, inspections and events, residents can share their views, influence services, shape policies and help improve homes, neighbourhoods and communities. You can find more information and ways you can get involved as a resident via our Resident Voice page here.

Monitoring and reporting compliance information is essential as it enables BCHG, residents and the Board to understand how effectively safety risks are being managed, identify any areas requiring attention, and ensure homes remain safe and secure.  

BCHG’s safety registers cover a range of critical safety areas including gas safety, fire safety, asbestos management, water hygiene and legionella, lift safety, electrical safety, damp and mould compliance, smoke and carbon monoxide alarms, radon safety and property adaptations. 

This quarterly report provides an overview of compliance performance across each safety area. 

Publishing our policies helps residents understand the standards we work to, the responsibilities we have as a housing provider and the steps we take to meet legal and regulatory requirements. Key policies explain how we manage areas such as: 

Building safety information is also set out via our Quality Homes Strategy. You’ll find all our strategies and policies here: Transparency and publications | Black Country Housing Group