We’ve been busy reviewing everyone’s feedback and working with teams across bpha to resolve some of the issues raised
Improving our neighbourhoods and services together
You may remember in the last issue of Talk we updated you on the Big Listen, where colleagues from across bpha spoke to customers on their doorsteps about the things that matter to them.
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It was great to hear from so many of you about the things we are doing well as well as where we can improve.
We’ve been busy reviewing everyone’s feedback and have been working with teams across bpha to resolve some of the issues raised.
Neighbourhood
Anti-social behaviour is a concern some of you talked to us about and to help tackle this and understand issues in each area we are setting up the Priority Neighbourhood project. The project is being led by our customer facing teams who will work closely with colleagues across bpha, our Customer Service Improvement Panel and external partners to tackle the issues and identify long term solutions.
We are also developing local neighbourhood plans where we will work with local partners to understand how we can improve certain areas, with the aim of making all our communities somewhere customers are proud to live.
Repairs
You told us that it can sometimes be difficult to report a repair, with long call wait times to get through. To make the process quicker and simpler we’ve updated our customer portal, my.account to allow customers to be able to log a repair request.
You also mentioned it wasn’t always clear who was responsible for what when it came to repairs. With help from the Customer Service Improvement Panel we recently updated our policy to include more issues that we cover, including replacing window glass.
If you rent your home from us, we will carry out most repairs to your home, excluding those identified as customer responsibility or repairs that are as a result of damage caused by a customer, their family, guests or pets. We’ll also carry out repairs to communal areas where we have repair responsibilities. This can differ from area to area.
If you’re a homeowner (leaseholder or shared owner), you’ll be responsible for most repairs to your home and may pay a service charge towards the cost of communal repairs carried out by bpha. You can find information about repairs to your home in your lease.
To read the repairs policy in full, including repair responsibilities please click here.
Grounds maintenance
We recognise our grounds maintenance service hasn’t been up to the standard we or you would expect, and you echoed those views on the doorstep. Our Housing Officers and Just Ask have been carrying out estate walkabouts to investigate and resolve all reported issues.
We are also updating my.account to enable you to upload photos of areas that haven’t been attended to by the contractors, making it quicker for you to share issues and us to respond and resolve.
Share your views
We always want to hear what you think about the services we provide along with any suggestions you have on how we can improve. To get in touch with our Customer Engagement team to give feedback or find out all the different ways you can get involved email customervoice@bpha.org.uk