We have been analysing your comments about our repairs service, including how quickly repairs are completed and how well we maintain your home.

To improve your experience of repair appointments, we have introduced a new van-tracking service, which allows customers to follow their operative’s journey to their home using a link sent by text message or email.

We know repair delays can have a greater impact on some customers, particularly those with additional support needs. So, we’re reviewing how we record those needs so we can respond more effectively and provide the right service. You can read more about this on page 4.

We are also reviewing repairs that require more than one visit to understand the reasons for this and identify opportunities to resolve issues sooner.

Over the next few months, we will continue recruiting to strengthen our repairs service, how we respond to the requirements of Awaab's Law, and trial video inspections to help diagnose repairs accurately before a visit. We hope these improvements will reduce delays and provide a better repairs experience for you.

For homeowners, the positive feedback has mainly around being kept informed (satisfaction up by 1.2%), bpha’s positive contribution to neighbourhoods (up by 3.7%) and the handling of anti-social behaviour (up by 2.4%).

Where improvements are needed

Satisfaction levels in some other areas for both rental customers and homeowners have gone down since March 2026, for example, complaints handling, listening and acting on views, and overall satisfaction. We are using your feedback to understand these changes and identify where improvements are needed.

Your feedback shows that clear, proactive communication is central to your experience. We are focusing on managing expectations, keeping more complete customer records and agreeing how and when we will stay in touch with you. For example, Housing Officers managing anti-social behaviour cases will agree appropriate contact arrangements with customers.

We are also creating more opportunities to listen directly to you. Following visits to more than 1,000 newly transferred homes through our Big Welcome project, we will hold further Local Listen sessions in Bedford. We have also completed a customer-led review of our website and are exploring more tailored communications for customers living in Independent Living schemes. We have also ensured that customers who don’t have an email address registered with us, receive a print copy of Talk so that they receive the same news and information as other customers.

Throughout the year, we will continue to run focus groups with different groups of customers to better understand their experiences and ensure their views help shape our services. We hope this work will help us communicate more clearly, respond more effectively and ensure customers feel listened to, informed and respected.

We will keep you updated on this work in future editions of Talk and on our website.