Birmingham Civic Housing Association is an independent charitable registered provider of affordable general needs housing.
The Association was set up by the council in 1967 as a means to acquire and improve dilapidated housing in inner city areas.
We own and mange 214 homes - mostly traditional Edwardian and Victorian terraced houses some of which have been converted into flats.
The majority of our homes are located in the Aston, Handsworth and Lozells areas of the city. We also own homes in Sparkbrook, Bordesley Green, Weoley Castle and Winson Green. Follow this link for a full list of the areas we operate in.
We aim to provide good quality homes for people in need – we allocate 50% of our homes through a nomination agreement with the city council and the other 50% from our waiting list.
We have a team of 8 staff dealing with housing management, repairs, lettings, customer support and complaints.
We pride ourselves on delivering a friendly, reliable and individual customer service. We know all of our tenants and make sure that we have personal contact with them at least once a year through our programme of tenant liaison visits.
Our office is located at 230 – 234 Wheelwright Road, Erdington, B24 8EH. We are open 3 days a week Tuesday, Wednesday and Thursday between 9.00am and 3.30pm.
Follow this link for directions.
Alternatively you can contact us by phone on 0121 382 5105 or by email to firstname.lastname@example.org.
When the office is closed we do monitor messages left on the answerphone and will respond to any emergencies.
If you are one of our tenants and have an emergency repair please follow this link for information on reporting a repair.
Our volunteer Board of Management oversee our work. They meet regularly to set the strategic direction of the Association and monitor financial and service performance through an Audit Sub-Committee. Our vision is to provide good quality homes for people in need, deliver first class services and maintain a strong financial position.
With these values in mind the Board have set the following strategic priorities:
- Housing people in need
- Maintaining properties to a high standard
- Maintain a strong financial position by maximising rent collection and minimising rent loss on vacant homes
- Improving service delivery
- Promoting customer involvement in decisions that affect tenants and their homes
- Promoting good relations with suppliers, contractors, local authorities and other partners
- Maximising the potential of staff and board members
We aim to achieve excellent standards and provide first class homes and services.
Our Customer Service Statement set out our promise in key areas of our work. We value your feedback on the service we provide in the form of a compliment, complaint or comment. We use this information to improve our services. To give us feedback click the link below:
We offer a variety of ways for our tenants to have a say in the services we provide. It doesn’t have to be time consuming or complicated and if you want to get involved you can be sure of a warm, friendly welcome and the support of a team who really want to work with you.
No special skills or qualifications are required – but we can offer you support and training if this is something you want to develop.
If you are a tenant of Birmingham Civic Housing Association and want to find out more about getting involved please follow this link to contact us
General Data Protection Regulations (GDPR) Data Protection 2018
We collect and process personal information, or personal data relating to our tenants and applicants. This is so we are able to deliver contractual obligations and services. You can contact us for further information and a copy of our Tenants Privacy Notice. The Tenants Privacy Notice sets out how we will meet our legal duty.
If we hold personal information about you, you have the right to know what, why the information is collected and who the information may be shared with. Personal Information Access Request requests must be made in writing by the data subjects to the Chief Executive, Birmingham Civic Housing Association and confirmation of receipt of request will be issued within 21 days. We may charge for fulfilling the request.
More information is available from the Information Commissioner's Office by visiting www.ico.gov.uk
We are committed to treating everyone fairly regardless of your age, disability, gender, race, religion, faith or sexuality.
We want to make sure our services are accessible and fair for all of our customers. We have set out how we will do this in our Equality and Diversity Policy. Follow the link below to request a copy.
If English is not your first language, or you require a hearing loop, large print text, documents in Braille, or have other specific needs, please follow this link to contact us
We have a strong track record in operating tight financial controls and prudent treasury management as a consequence we are in a strong financial position with a healthy level of reserves. Our approach to VfM is to build on our strengths with a particular focus on understanding the return on assets and the cost of delivering services.
Our definition of Value for Money is to:
“provide the highest quality homes and best services with the resources available”.
By embracing value for money as an integral part of service delivery we aim to create efficiencies that will be re-invested in the business to protect the value of our assets and improve our services.
A key value for money priority is to improve all our homes to at least a "C" Energy Efiiciency Rating by 2020.
We have a good understanding of the relationship between cost and quality of our services and participate in a small housing association benchmarking group to compare our performance with others and learn from best practice.
We report our performance regularly to the Board of Management and will publish information annually about our performance on value for money in our Financial Statements. A copy of the latest Financial Statements can be found under "Publications".
Click the button below to download our most recent financial statements
This section of the website is currently under review and will be updated in September 2019.
Please contact us to request information in the meantime.
Birmingham Civic is committed to providing a high quality service to all our customers. However despite our best efforts, things can sometimes go wrong. If you have a complaint please tell us so we can put things right. We would also like to hear from you if you feel we have done something well or would like to make a comment or suggestion. This will help us improve our services.
Compliments or Comments
If you feel we have done something well or you feel one of our staff deserves a special thank you we want to hear from you.
Letting us know about something we have done well will help to inform and guide us to continue providing an excellent service. See the contact details at the bottom of this section to see how to get in touch.
What is a complaint?
We want you to tell us when:
- We fail to deliver a service
- You are unhappy with the standard of our service or a service delivered on our behalf by another company, for example, a maintenance contractor.
- You are unhappy with our response when you request a service
- You have received poor customer service or discrimination from a member of our staff or from a company acting on our behalf.
- You are unhappy about our policies or how they have been used
- You feel you have been treated unfairly
Who can complain
You can make a complaint if you are:
- A tenant
- Applying for a home with us
- Any other person or organisation affected by our services
How do I make a complaint?
You can make a complaint in any way you choose:
- At our office and give details of your complaint to a member of staff
- Email, you can find this at email@example.com
- Letter – write to us at 230-234 Wheelwright Road, Erdington. B24 8EH
- Phone – 0121 382 5105
- Website - click here to view and print the form to post to us
or download it to your computer to complete and email to us
Complaints can be made to any member of staff. Try and speak to the person you would normally deal with or the Senior Housing Manager if they are not available.
What happens if I complain?
We will do our best to sort things out informally straight away. We recognise there will be times when things are more complex and we need more time, so will raise this as a formal complaint.
Formal Complaints Procedure
Once we receive your complaint this will be referred to a Housing Manager who will
- Acknowledge your complaint within 5 working days and keep you up to date by telephoning you throughout the process.
- Respond fully to you within 28 days. If this proves impossible we will let you know we need further time to consider the complaint.
If you are unhappy with the outcome at Stage One, your complaint will be passed on to the Chief Executive. They will speak to you to review the issue, and see if a resolution can be reached. The Chief Executive will respond within 10 working days or let you know if more time is needed.
What if I am not happy with the way my complaint was handled?
If you are still not satisfied with the outcome of stage two, you will have exhausted Birmingham Civic’s formal complaints procedure.
We will tell you what options you have to take your complaint to an external body. This can be a designated Person such as your local councillor or MP as well as the Housing Ombudsman service. http://www.housing-ombudsman.org.uk/
Click on the link below to find your local councillor and Member of Parliament.
Please note we only deal with a complaint regarding an issue which is less than 12 months old.
We report complaints and lessons learnt to our Board of Management
Unreasonable and Persistent Complaints
We reserve the right not to deal with a complaint if it is being pursued in an unreasonable manner. Use of offensive or abusive language will not be tolerated . Abusive and persistent complaints of this nature will be dealt with under the Vexatious complaints policy. A copy of this is available upon request.
- Make it easy for you to complain
- Take your complaint seriously
- Give you confidence that something will be done and that we will try to make things right
- Give you a named contact
- Resolve complaints at the earliest stage and as quickly as possible
- Offer extra support if you need it, for example interpreting
- Tell you if you are entitled to compensation under our compensation policy
- Always let you know what to do if you are not satisfied.
How we will do it?
- Make sure all staff can advise you on how to make a complaint
- Deal with your complaint as quickly as possible
- Publish information in the tenants’ handbook, on the website and make it available in our office
- Take you seriously and trust you
- Listen to you, ask what you think should happen, then agree action and timescales
- Tell you if you are entitled to compensation
- Share learning from complaints across the organisation to make sure we get it right first time
Why this is important?
- We treat all complaints seriously.
- Whatever happens we want to learn what has gone wrong so we can change how we work and improve our service to you.