We are committed to delivering excellent services to residents and planning for the future. It’s important that we keep you informed about how we are doing this, by providing clear information about our performance.

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

BCP Homes annual report 2023/24

Our annual report summarises how we’ve delivered services during the previous financial year and includes some key facts and figures relating to the work we do to manage BCP Homes properties.

The report shows that 69.6% of relevant dwellings had an up-to-date fire risk assessment as at 31 March 2024. We informed the Regulator of Social Housing that we had not carried out new fire risk assessments to some of our buildings. These are important as they help us to identify any issues that may compromise fire safety.

We worked quickly to carry out the outstanding assessments which have now been completed, and reviewed our approach to ensure that similar issues do not happen again.

Tenant Satisfaction Measures (TSM) survey

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 (TSM) survey.

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.