You told us, we listened
In January we ran our final TouchPoint survey, contacting around 800 customers to ask about the services we provide.
You told us you want to know you are being listened to.
We will be giving you regular updates on how we are changing our services because of what you are telling us - whether on the back of a complaint, customer engagement, a survey, or general feedback.
Touchpoint is being replaced by a new regulatory requirement to collect a set of answers on the Tenant Satisfaction Measures (TSMs). You can find out more about this by clicking the button below.
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You told us you want to know you are being listened to.
Here’s an update on some feedback you gave us through TouchPoint, and the action we took:
Our repairs services wasn’t up to scratch.
Through recent TouchPoints and surveys carried out after repairs have been completed, you told us that you weren’t happy with some aspects of the repairs service.
Our new repairs service, developed in consultation with you, launched in October 2022 – you can find more information about this by clicking the button below.
We’ll be integrating more services into the team over the next year and are looking forward to working with you to develop these.
Homeowners, you said you want more information about bpha and the services we offer.
We created a specific area on our website giving lots of information about being a homeowner with bpha, including advice and support.
If you want to give us any feedback we would welcome your input via our online engagement site tool, The Place, where we are asking questions to make sure it includes all the information you want. You can find out more about The Place by clicking the button below.
The way we manage communal bin stores doesn’t meet expectations.
We know this is an issue, and if you live near a communal bin store, or have to use one, misuse of them is causing you distress. We are working hard with partner agencies, including local authorities and schools, to find effective ways to manage the problem.
We have tried different solutions in different communities, depending on the style of bin store, but we haven’t found a perfect solution yet. Clearing a store is expensive and takes funds from other services, so we will keep trying to find ways until we solve the problem.
We have met with some of you to hear your ideas about this, but would like to hear from more of you, so please do get in touch.
You told us the way we managed complaints wasn’t as good as it could be.
We are in the process of changing the way we manage complaints to ensure we offer a faster investigation. This will mean a more consistent response to customers who are unhappy and enable us to respond quickly if we are failing to meet expectations.
We’d also like to hear from you when we’re doing well so we can try to replicate it, as well as where we can improve.