If you’d like to get involved with shaping and improving our services, we have a number of opportunities
Update from your Service Improvement Panel (SIP)
Since SIP formed in July 2024, they’ve been busy getting to grips with bpha and reviewing our processes and procedures to help improve your experiences with us. This involved looking at your Tenant Satisfaction Measures (TSM) survey feedback and agreeing what areas needed their focus.
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Customer repairs responsibilities
The panel carried out an in-depth review of customer repairs responsibilities and identified twenty-six recommendations relating to repair responsibilities and a further thirteen recommendations around the repairs and voids service that they wanted us to consider. The majority were agreed and for any that weren’t, SIP were given a full explanation and were satisfied as to why. Examples of changes you'll see are now reflected in the new Repairs Policy and include that window repairs will now be the responsibility of bpha including handles, glazing and the mechanism, apart from accidental or deliberate damage caused by the customer, guests and pets. There will also be improved communication including infographics to illustrate customer responsibilities, and more guidance videos and how to guides, to show customers how to undertake basic repairs that are their responsibility.
Remember it’s important that if you have a repair, you report it to the Repairs Team as soon as possible, to help ensure any issue doesn’t get worse.
Home ownership review
The panel has also made recommendations that are included in the Home Ownership Service Improvement Plan. The recommendations include improving the way we provide information to shared owners, which includes understanding management costs, how to staircase and accessing the Money Advice Team.
Q&A with Senior Leadership Team
Members of the panel recently joined our Executive Team for a question and answer session about customer engagement and service improvement.
What’s next?
SIP have also identified bpha has a high percentage of repair appointments where access to the property hasn’t been given to the Repairs Team at the time of the appointment, and where this has not been cancelled or rearranged.This led them to their next review to better understand the reasons for no access. This included researching into other landlords and speaking to colleagues and customers to understand the reasons and how access could be improved.
Once the review has been completed they’ll make recommendations for reducing instances of no access. To share your views please visit the Place, or email customervoice@bpha.org.uk.
Following this the next review will look at the empty homes (voids) standards. This will involve some members of SIP going out with the Voids Team to understand what needs to be done to the property when someone leaves it and the steps needed to make that property be ready to be re-let.
They will then make recommendations on where they feel this service can be improved.
Get involved
If you’d like to get involved with shaping and improving our services, we have a number of opportunities whether you’ve a little or more time to spare and incentives are available. Anything from taking part in on-line surveys or being part of our on-line community The Place.
You can read why Kirsty, one of SIP members, decided to become an involved customer here. To find out more please get in touch with the Customer Engagement Team.