Here you'll find out about getting involved in some of our customer groups. Click on the links below or scroll through our skills programmes to find the right fit for you.
To speak to a member of our team, just call 01202 410500.
Customer Steering Group
The Customer Steering Group, made up of BCHA customers, promotes positive change by representing all customer views. Meeting four times a year, the group shares feedback from engagement activities, service meetings, and Tasks and Finish Groups with BCHA’s executive team and board to influence service delivery. Twice a year, they meet with the board and on other occasions, invite board and executive members to discuss concerns, highlight best practices, and relay important updates to reference panels and service groups.
Upcoming meetings:
- May 22nd 2025
- July 31st 2025
- October 23rd 2025
- January 23rd 2026
The Customer Steering Group is made up of customers who are drawn from various reference panels, focus groups and task and finish groups. To get involved, join one of these groups to find out more. Fill out this form at the bottom of the page to get involved.
Reference Panels
Reference Panels meet regularly to discuss issues raised by customers based on their specific experiences. These panels can be regional, like the Dorset panel, or focussed on specific areas, such as Domestic Abuse (DA), emotional health, and supported housing. They meet regularly to address agenda items related to their experiences or broader local and national issues. Panels may also create temporary sub-groups to address specific issues or tasks.
Upcoming sessions: (Reference panels typically take place every six weeks).
- June 5th 2025
- July 17th 2025
- August 28th 2025
- October 2nd 2025 (TBC)
- December 4th 2025
If you are interested in joining a local reference panel, please contact us via the form at the bottom of the page. Alternatively, speak to your Tenancy Officer, Project Worker or contact Customer Services.
Focus, Task and Finish Groups
We run a number of short-term groups where customers and colleagues work together to explore specific issues. These groups aim to identify ways to address concerns, review policy and practice and help to develop new approaches and inform strategy. If you are interested in learning more or wish to take part in any of these groups, please contact us by filling out the form at the bottom of this page.
Some of our current groups include:
Focuses on supporting customers as they transition between services, particularly from supported housing to general needs housing, with the aim of ensuring continuity and appropriate support.
Reviews policies and practices around anti-social behaviour and explores collaborative approaches to address related concerns.
Reviews issues arising within the repairs process to improve service delivery.
Other ways to get involved
Service or House Meetings focus on issues specific to a project or service and are valued even with small attendance. Feedback from suggestion boxes, one on-ones, and other interactions formalises customer concerns. These meetings, held with BCHA colleagues such as support workers, senior practitioners and housing officers, cover property conditions and services. Notes are shared with relevant BCHA departments, and ongoing concerns can be escalated to the local reference panel or Customer Steering Group, ensuring the BCHA board and executive team are informed.
Occasionally, tenants will be invited to participate in digital or postal surveys. Each survey focuses on a specific housing service, giving customers the chance to share their views and help shape the services provided by BCHA without needing to join a physical group.
Additionally, once per quarter, you may receive a call from an organisation called Acuity, who will ask questions related to the Tenant Satisfaction Measures. This survey provides an opportunity to give confidential feedback about our services.
Want to get involved?
Customer Related News
Chris Shaw, Customer Engagement Manager
6 May 2025
Chris Shaw joined BCHA in 2022 as Customer Engagement Manager, becoming the ‘go-to’ face for customer needs, queries, and feedback.
Gemma's Story: How BCHA's Plymouth Families Team Saved Her Life
1 May 2025
After leaving a decade long abusive relationship that left Gemma* feeling suicidal, the Families Team stepped in to offer her support and allow her to live life safely and independently
BCHA Customers Co-designing and Presenting Funding Application
23 April 2025
BCHA is constantly looking for opportunities to test or expand new customer led initiatives. John invited us in for a cuppa to support a new funding opportunity.
BCHA completes first home upgrade to improve EPC for customer
2 January 2025
BCHA are pleased to announce the first retrofit upgrade has been completed thanks to the Government ECO4 grant, having a great impact on both our residents' energy bills and on the environment.
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