Governance at BCHA ensures that we fulfil our mission and responsibilities to our customers, stakeholders and community. It refers to our processes and principles that guide our decision-making, oversees our finances and monitors our compliance with legal requirements.
Our Board of Directors govern BCHA with the help of these crucial tools:
The National Housing Federation Code of Governance sets out best practices for the industry. This provides the framework for our governance, supporting us to ensure we are accountable. In 2010, BCHA formally adopted the NHF Code of Governance and is working to the latest edition (2020)
Our Governance Framework sets out the principles and procedures that guide how BCHA is managed
The Governance Self-assessment helps us assess our governance practices against the Code's standards, by identifying our strengths and weaknesses
The Annual Governance Statement summarises our governance over the last year, what has been achieved and what we are doing over the current year to improve our processes
In 2024, the Housing Ombudsman published a new Complaint Handling Code which sets out good practice to help landlords respond to complaints effectively and fairly. Visit our Compliments and Complaints  page to find our more about our process.