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BCP Homes is the council housing service responsible for managing around 10,000 homes across Bournemouth and Poole on behalf of BCP Council.

Our strategy

Our strategy is linked to the corporate strategy which sets out 2 key priorities:

  • Our Place and Environment: vibrant places where people and nature flourish, with a thriving economy in a healthy, natural environment
  • Our People and Communities: everyone leads a fulfilled life, maximising opportunity for all

Our priorities

Our delivery plan sets out the key actions for the Housing Revenue Account (HRA). It includes actions to be completed by us but also by others who deliver services through the HRA for residents.

The delivery plan will also support the council’s priorities through the Housing Strategy:

  • meeting future growth needs
  • preventing homelessness and rough sleeping
  • improving housing options, opportunities, and choice for all
  • empowering and co-creating neighbourhoods where residents wish to live and be part of the community
  • improving safety and sustainability across Bournemouth, Christchurch, and Poole’s housing

Our responsibilities

We are responsible for:

  • repairs, maintenance, and improvements in homes and on estates
  • collecting rent
  • supporting tenants to manage their tenancies
  • keeping our estates clean and tidy and dealing with anti-social behaviour (ASB)
  • engaging with and listening to customers and communities
  • working with BCP Council to build and acquire new homes

Our Performance

We are committed to delivering excellent services to residents and planning for the future.

We track our performance to assess and measure how well different areas are doing and the impact we’re making. Our system ensures that our performance stays on track and allows us to address issues promptly. Besides measuring our performance, we also seek residents' views.

Tenant Satisfaction Measures Survey (TSM)

In September 2023, we asked an independent company to survey over 1,000 council tenants to collect their views and measure their satisfaction with our services. This survey is called the Tenant Satisfaction Measures Survey (TSM).

There are 22 TSMs, that cover five themes. Ten are measured directly by landlords, and 12 are measured through tenant perception surveys.

The questions cover overall satisfaction and:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management

2023 TSM Survey Results

The 2023 TSM survey results show that BCP Homes has good satisfaction levels across various services, including our overall service.

New Standards and Future Comparisons

The survey was conducted as part of the new standard introduced by the Regulator of Social Housing, which assesses how well social housing landlords in England provide quality homes and services.

The national results will be published on the Regulator of Social Housing’s website in 2024, allowing tenants to compare their landlord’s performance with other social housing landlords.

Our Customer Service Standards

We are committed to providing outstanding customer service, our set of commitments outlines what you can expect from us.

  • Customer services
  • Empty homes
  • Housing management
  • Leasehold
  • Neighbourhood and community
  • Paying your rent
  • Planned maintenance
  • Resident involvement
  • Responsive repairs

How to contact us

If you would like to speak to us, call us on 0800 028 1870 and select the option you need or email bcphomes@bcpcouncil.gov.uk.

Our opening hours are Monday to Thursday, 9am to 5pm and Friday 9am to 4:30pm.

If you need to contact us outside of these hours to report an emergency or an urgent repair, you can call the number above and your call will be transferred to our out of hours service, or call them directly on 0800 506 050.

Find out more about how you can get involved with BCP Homes.

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