Further investment in a local presence

For our homeowners, there has been a bit more fluctuation, with some scores going up, such as for the cleaning and maintenance of communal areas (up by 8%), while others have gone down, such as satisfaction with how we manage ASB, which has decreased by 3.3%.

Both our rental and homeowners have seen increases in score since March 2025 for the question about the positive contribution bpha makes to its neighbourhoods: the score for rental customers is up by 4.3% and for homeowners by 0.8%.

Through the TSMs we have been capturing your comments in relation to this question because we want to understand more about the responses we have received, with a view to understanding more about what a ‘positive contribution’ means to you.

Your comments have covered a wide range of topics, from some customers talking about how often they expect to see bpha representatives in the area, to others who have mentioned how we deal with community issues such as anti-social behaviour and fly-tipping.

We are keen to make a positive difference to the communities in which we work and one of our objectives is investing in a local presence, building strong links with communities and partnerships with a focus on the quality of our neighbourhoods.

We have recently launched a Priority Neighbourhoods Project with the aim of fully understanding the issues in certain areas, and using information gathered from customer feedback, bpha staff and partners agencies we work with to address them.

We hope that focusing on areas like this will help to improve the experience of living in our neighbourhoods for our customers, including things like a reduction in anti-social behaviour, and improved and accessible outside areas and activities. We are also hoping to find more successful ways of working and these initiatives can then be applied across other areas where issues have been identified.

We will update you on these projects in future editions of Talk and on our website.