Birmingham Civic Housing Association   About us

 

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.

 

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  Our Team

 

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.

 

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 How to Contact Us   How to Contact Us

 

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 bcha@bcivic.co.uk.

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.

 

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governance   Governance

 

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

 

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Our Service Standards   Our Service Standards

 

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:

Click this button to download our complaints form

You can print the form to post it, or download it to your computer to complete and email us.

 

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Getting Involved   Getting Involved

 

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

 

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Data Protection  

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

 

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Equality and Diversity   Equality and Diversity

 

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

 

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Value for Money   Value for Money

 

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".

 

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  Publications


Click the button below to download our most recent financial statements:

Click this button to download our our financial statements

 

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  Policy & Procedures 

 

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  Compliments Complaints Comments

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 follow the Housing Ombudsman's complaint handling code which provides the following definition of a complaint:

" A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff or those acting on its behalf, affecting an individual resident or a group of residents".

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

Please note we only deal with a complaint regarding an issue which is less than 6 months old and we will not accept a complaint on a matter that is already subject of legal proceedings or has previously been dealt with under the compaints procedure.

 

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

You may appoint someone to deal with a complaint on your behalf and you may bring someone with you to any meetings held to discuss your complaint.

 

How do I make a complaint?

You can make a complaint in any way you choose:

  • Visit our office and give details of your complaint to a member of staff
  • Email – send to bcha@bcivic.co.uk
  • Letter – write to us at 230-234 Wheelwright Road, Erdington. B24 8EH
  • Phone – 0121 382 5105

Click the button below to view and print a form you can complete using your computer, then email or post to us.

Click this button to download our complaints form

Complaints can be made to any member of staff. Try and speak to the person you would normally deal with, or a Housing Manager if they are unavailable.

 

What happens if I complain?

We will do our best to sort things out straight away. We recognise there will be times when things are more complex and we need more time, if this is the case we will let you know and keep you informed of progress.

We will:

  • Make it easy for you to complain
  • Take your complaint seriously and investigate it in an impartial manner
  • Give you a named contact for your complaint.
  • Offer extra support if you need it, for example interpreting
  • Acknowledge your complaint within 5 working days and provide a Stage 1 decision within 10 working days of receipt of the complaint
  • Keep the complaint confidential as far as possible with information only disclosed if necessary to properly investigate the matter
  • Consider all the information and evidence carefully
  • Explain the reasons for decisions made and the details of any remedy to put things right
  • Resolve complaints at the earliest stage and as quickly as possible
  • Acknowledge mistakes we have made and apologise for any failures and inform you of the action we are taking to prevent the issue happening again
  • Offer an appropriate remedy and tell you if you are entitled to compensation under our compensation policy
  • Let you know your options if you are not satisfied with the outcome of your complaint

 

Formal Complaints Procedure

Stage One

Once we receive your complaint this will be referred to the Housing Manager designated to deal with complaints who will

  • Acknowledge your complaint within 5 working days.
  • Respond fully to you within 10 working days from receipt of the complaint. If this proves impossible we will let you know we need further time to consider the complaint - this should not exceed a further 10 working days unless there is a good reason in which case we will provide a full explanation and a timescale for a response.
  • The response will give the outcome of your complaint, the reasons for any decisions and any proposals to put things right. Any remedy offered will have regard to the detriment caused to you as a result of our failure. We will inform you if you are entitled to compensation under our compensation policy.
  • The response will tell you how to appeal against the decision if you are dissatisfied with the outcome.

 

Stage Two

If you are unhappy with the outcome at Stage One, you may progress your complaint to Stage two. To do this you will need to write to us within 14 days of the Stage one decision giving the reasons for your appeal and the outcome you are seeking.

Your appeal will be passed to the Chief Executive. They will review all the information from Stage one and speak to you to see if a resolution can be reached. The Chief Executive will respond within 20 working days from the date you requested a review of the Stage one decision. If this proves impossible they will let you know that further time is needed - this should not exceed a further 10 working days unless there is a good reason in which case they will provide a full explanation and a timescale for a response.

The Chief Executive will inform you in writing of the outcome, the reasons for any decisions and any proposals to put things right. Any remedy offered will have regard to the detriment caused to you as a result of our failure. The Chief Executive will tell you your options if you are not satisfied with the outcome.

 

What if I am not happy with the Stage two decision?

If you are still not satisfied with the outcome at Stage two, you will have exhausted Birmingham Civic’s internal 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/

The Housing Ombudsman is unable to consider cases until eight weeks after our final response. During that period you may, if you wish, contact a "Designated Person" who may be able to help you to resolve the complaint or can refer your complaint on to the Housing Ombudsman Service. A designated person can be an MP or local councillor or a tenant panel. Birmingham Civic Housing Association does not currently have a designated tenant panel, you can find your local councillor and Member of Parliament using the link below.

Click on the link below to find your local councillor and Member of Parliament.

https://www.writetothem.com/

 

Satisfaction Monitoring

We monitor monitor customer satisfaction with our handling of complaints and report this to Board of Management and Audit Committee.

We review all complaints to identify areas for improvement and we use this learning to revise our policies and procedures, train staff and improve communication and record keeping.

We share the lessons learnt with tenants through our annual report.

 

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.

 

Housing Ombudsman Complaint Handling Code

We follow the requirements of the Housing Ombudsman Complaint Handling Code.

Click here to view our self-assessment against the code.

 

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