Customer voice: bpha customer Dan (in black top)
Being a customer voice
Dan has been a bpha shared owner for 20 years. We spoke to him about why he became an involved customer six years ago, what it means and the difference he, and other customers, have made.
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If enough people provide the feedback, things change
What made you decide to become an involved customer?
I remember replying to a survey and I was asked whether I'd be interested in getting involved more regularly.
At first it was general feedback, but I then joined the complaints panel – reviewing how well bpha had dealt with complaints.
We’d identify learnings and challenge the way that things were being dealt with. We’d look at things like why repairs weren’t being completed on time and why there was poor feedback with certain contractors. These conversations helped trigger the move to bring repairs inhouse, which happened last year.
How does getting involved benefit customers?
My home is my home. My neighbour’s home is their home. Involved customers are pivotal to what bpha does next and in the future, otherwise it’s at risk of becoming just a property developer and not an organisation that provides homes for people.
Having a face-to-face with somebody feels like you’re holding bpha more accountable. You're actually making a difference somewhere in the system and it isn’t a tick box exercise. From what I've seen so far, the new Service Improvement Panel will make great inroads. I think this is part of bpha getting customers involved in many different ways, in shaping the organisation and the homes they live in, and that's really important.
How did you feel about questioning, and sometimes challenging, bpha leaders?
I know it might be quite daunting but bpha does offer training to help someone who may never have been in that position. And I think there are enough involved customers to assist that person. I’ve also no doubt that the bpha Service Improvement Team – which is relatively independent from the process - will help coach someone through it. Every time I've appeared at Customer Committee meetings, for instance, there has been somebody there to hold my hand, so to speak.
I heard recently from another customer that they were worried about getting involved with bpha because they believed that their tenancy would be at risk. Having done this for six years or so, there has never been one point that I've actually thought bpha will hold what I say against me – and I’ve been a real thorn in people’s side on occasion!
In addition to being part of the move to bring repairs in-house, what changes have you influenced?
I think we made a big impact during Covid – helping bpha work out the best way to communicate with customers. We also were involved in the development of the IT system for managing customer contact – we were shown some prototypes, then fed back as though we were a customer calling in.
We've made big inroads in resolving the way complaints are dealt with. We now have a Complaints Team and although the Housing Ombudsman has triggered a lot of this, we also prompted changes by saying ‘you’re not dealing with complaints properly’.
I had a genuine complaint and it went through the process, so it’s good to know that what we did works! I know somebody independent of the problem is going to take it on board, follow it through, and give me updates within a time scale. I know I could go to the Ombudsmen, but actually bpha has a service that does the same thing and potentially might be quicker.
What would you say you enjoy most about being an involved customer?
I think it's a satisfaction from seeing things change for the better, such as a process made easier or knowing that if a customer has hit hard times or is experiencing antisocial behaviour, that there's a process in place that has been approved by another customer.
I like knowing that I'm supporting somebody who might not have the time or the ability to step forward and say, ‘I have a problem’.
We've moved forward a long way from Bedfordshire Pilgrims Housing Association.
You recently interviewed the candidates to be bpha's new Chair. What was that experience like?
It was interesting and an opportunity to give the candidates a customer point of view, saying ‘well, if you are the successful candidate, this is what we would like to see.’ I think being there showed that the organisation is customer led. And it should be.
I was nervous! But it's fantastic that a customer gets the opportunity to interview for the Chair’s role. It was a great opportunity to ‘choose the future’, because we all know that the Chair's role is one that shapes the direction of the organisation.
What would you say to someone who was considering getting involved?
I would do it at a drop of a hat. If you want to make a difference, get involved. I've always found everybody has brought a unique perspective to the table. Everyone’s got life experience, we’ve all got different backgrounds and we’ve all had different experiences with bpha and that’s important.
Some of the smaller jobs require just 15 minutes and sitting on some of the panels might just involve an hour or two a month. Nine times out of 10, it’s reviewing a document that you could read on your phone, replying to an email, or filling in a form that takes between five and 10 minutes.
And if you can’t be an involved customer, do take part in surveys - if enough people provide the feedback, things change.
There is support both from peers and colleagues within bpha and the opportunity for extra learning and training that you can put on a CV.
I understand some people prefer not to raise their head above the parapet. However, you can choose to fill in surveys, sit on a panel, and do whatever it is, from your home. There’s lots you might get out of it.
To find out more and get involved please get in touch with our Customer Engagement Team – customervoice@bpha.org.uk