We want to put our residents at the heart of everything that we do and will seek to empower them to improve services by informing, listening and involving them. We will:

• ensure residents are well-informed about services and opportunities to get involved and provide access to information and services in ways that suit their needs
• understand the views and needs of all our residents and act to improve and shape services around them
• engage residents in decision-making processes and support them to take an active role in their communities
• strengthen a culture within BCP Homes that values good communication and actively listens to our residents' views and needs
• make engagement activities as accessible as possible to different groups, ensuring inclusivity in all our communications, meetings and events
• enable residents to hold us accountable by being transparent in our processes and decision-making
• work together with residents, staff, and other partners to continuously improve services and engagement activities

We will measure our performance by reporting on:

• proportion of tenants satisfied that we keep them informed about things that matter to them
• proportion of tenants satisfied that we listen to their views and act upon them
• providing regular updates to demonstrate how we have acted on feedback from residents
• how our engagement activities reflect the diverse needs of our residents
• the number of BCP Homes engaged website sessions
• the proportion of resident contact made via our website or customer portal