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Our Customer Strategy 2025-2029

We are committed to delivering the highest quality services and improving your experience as customers.

Our refreshed Customer Strategy 2025-2029 outlines our plans to become a landlord that all our customers value and trust.

It focuses on embedding a customer-first culture and working closely with you to shape and improve the services that you have told us matter most.

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The priorities reflect what you have said matter most

The seven customer strategy priorities are:

Graphic illustrating customer strategy priority: Delivering an excellent, person-centred customer experience tailored to individual needs.

Graphic showing customer strategy priority: Proactively gathering and using feedback to improve services and ensure safe, well-maintained homes.

Graphic representing customer strategy priority: Enhancing digital services to provide all customers with flexible access options.

Graphic illustrating customer strategy priority: Understanding individual customers to tailor services using the information they provide.

Graphic showing customer strategy priority: Investing in local presence to strengthen community ties and improve neighbourhood quality.

Graphic representing customer strategy priority: Championing the customer voice to place it at the centre of decision making across the organisation.

Graphic illustrating customer strategy priority: Embedding the customer engagement framework to actively listen and provide feedback.

The Strategy was developed based on your feedback, including insight from our Tenant Satisfaction Measures (TSMs) and day-to-day feedback, including from complaints and compliments.

Read the Customer Strategy

“We want to be a landlord that all customers value based on their experience of us. It was vital that customer feedback, including from the Service Improvement Panel, played a key role in developing this strategy. As a result, the priorities reflect what you have said matter most, including further improving core services, such as faster response times on repairs and making it easier to contact us.

“We will continue to listen to you and use your insights to drive improvements. We will also be open and transparent and make sure we are accountable on the delivery of this strategy.

“I look forward to continuing to hear your thoughts and ideas.”

Richard Hill, CEO, bpha

"We recognise that bpha is making efforts to embrace customer engagement and are pleased to support and endorse this customer strategy."

Service Improvement Panel

“The Consumer Standards give tenants more power in holding their landlords to account for their decisions, performance and conduct. This is a huge cultural shift within the housing sector to redress the imbalance of power.

“This Customer Strategy gives us confidence that bpha are not only responding to the Regulator but proactively driving the customer agenda forward. This strategy builds on some solid customer engagement success to date but now has specific goals, with steps that bpha will take, to positively impact customer satisfaction, going forward.

“Service Improvement Panel customers have helped shape this strategy by ensuring that what matters most to customers, is included to influence and affect real change. As a scrutiny panel we will be holding bpha to account for their decisions and performance.

“We recognise that bpha is making efforts to embrace customer engagement and are pleased to support and endorse this customer strategy.”

Service Improvement Panel

Your feedback

If you’d like to learn more about our strategy or share your thoughts and ideas, we’d love to hear from you. Please email customervoice@bpha.org.uk

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