BCHA’s approach
Our publication scheme brings together information about Bedford Citizens’ Housing Association (BCHA): how we make decisions, spend money, look after our homes and deliver housing services.
STAIRs applies to our social housing tenants. You can nominate someone to act on your behalf by telling us who they are. It does not cover Bedford Charter House’s care home provision.
From 1st October 2026, we publish information about how we manage our social housing through this publication scheme. From 1st April 2027, our social housing tenants will also have the right to request further information under STAIRs.
Our publication scheme
Choose a section below to find documents and information. We review and update this information regularly. Some information may be withheld or have details removed where justified, including to protect personal information. If you need help finding or reading something, please contact us.1. Governance and decision making
Who leads BCHA, how decisions are made and how tenants can influence our work.
- About BCHA: our senior management team and Board
- Organisational chart and full governance arrangements — add approved records where held
- Board Governance Policy,
- Board Member Appointment Policy
- Delegated Authority Policy
- Consultation information and tenant meeting agendas/minutes and how tenants influence decision making — Coming Soon
Finance and spending
Our financial reporting and the way we use income to provide homes and services.
- Annual report: value for money and financial information
- Latest audited accounts
- Service Charge Setting Policy
Housing stock management
How we maintain and improve our social housing.
- Asset management strategy and planned maintenance programmes — confirm current records and add links
- Energy efficiency and environmental plans Energy efficiency information and plans for reducing carbon emissions — identify current housing records
- Number and type of social housing homes and major works plans
- Planned Maintenance policy
- Fire safety policy
- Damp, Mould and Condensation policy and how we respond to hazards
Performance
Our results, tenant feedback and improvements to our services.
- Latest Tenant Satisfaction Measures results
- Complaints Report 2025/26, including the Board response
- Housing Ombudsman Complaint Handling Code self-assessment, April 2026
- Annual report: complaints, learning and value for money
- Housing Ombudsman findings about BCHA’s housing services, where published
- Published regulatory findings about BCHA, where issued Repairs, housing safety and anti-social behaviour performance, relevant assessments and numbers of evictions
Housing services
Information to help you use our services and manage your tenancy.
- Sheltered housing services
- Extra care housing at Oak Way House
- General Needs Housing – To develop webpage
- Independent living guide
- Contact BCHA
- Citizens News and publications
- Tenant handbook, repairs reporting, service standards and emergency contact guidanceAids and Adaptations Policy
- Anti-Social Behaviour Policy
- Rent arrears and support
Safeguarding and domestic abuse information Lists and registers
Public registration information and other relevant registers.
- BCHA’s FCA Mutuals Public Register entry
- Annual Report
- CQC Registration
- ICO
Social housing management
The policies and strategies that guide our housing decisions.
- How to make a service complaint and access our Complaints Policy
- Housing policies covering tenancy management, rent setting, lettings, repairs, equality and inclusion, and health and safety — Coming soon
- STAIRs publication and review procedure — Coming soon
- Our policy on withholding or removing information— Coming soon
We publish relevant information we hold about our social housing. STAIRs does not require us to create new records.
Help accessing information
Please tell us if you need paper copies, large print, a translation or another accessible format. We will discuss your needs and make reasonable efforts to help. You can also speak to us in person
Telephone: 01234 321400
Email: enquiries@bchal.org
Write to: BCHA, Bedford Charter House, 1B Kimbolton Road, Bedford, MK40 2PU.
If you think information is missing
If you believe information should be published under this scheme, or are unhappy with a publication decision, please ask for a STAIRs review. Tell us which information or decision concerns you and provide your name, address and contact details. If someone is acting on your behalf, please tell us who they are. Contact us using the details above. We will acknowledge your review promptly and normally respond within 30 calendar days of receiving it. If we need longer, we will explain why and tell you when to expect a response.This review route is separate from our usual service complaints procedure. If you remain dissatisfied after our review, or do not receive a response, you can contact the Housing Ombudsman.
Your personal information
Requests for your own personal data follow the subject access request route. Please contact us or read our privacy notice for help.
Individual information requests from April 2027
From 1 April 2027, our social housing tenants or their nominated representatives can make written requests for information about the management of BCHA’s social housing. Please give your name, enough details to identify you as a tenant or representative, and a description of the information you need. You will not have to mention STAIRs. We will provide the submission details here before that date and help anyone who needs support putting a request in writing.We will acknowledge requests promptly and respond as soon as possible, within 30 calendar days of receipt. Extra time is allowed only in exceptional circumstances. We will explain any delay and tell you when to expect a response.
If we refuse all or part of a request, we will explain why and how to ask for a STAIRs review. The review route above will also apply to information requests from 1 April 2027.