Thank you to everyone who has given feedback
Listening, acting and improving
We’ve just completed another full year of gathering your feedback for the Tenant Satisfaction Measures (TSMs). You can find the full results here but we’d like to take you through the main areas you’ve mentioned, and how we’ve responded.
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Just as a reminder, TSMs were put in place by the Regulator of Social Housing to help customers clearly see how well their landlord is performing – it's part of the Regulator’s Consumer Standards. We must report the results from 1 April 2025 to 31 March 2026 by the end of June.
TSMs have become one of the most important ways we understand your experience and make improvements that matter. So, as you may be aware, we publish your feedback every three months in Talk so that you can see what customers are saying, and any actions we’re taking as a result.
What are the results?
This year, over 1,700 customers shared their views.
What do the results tell us?
- How satisfied you are with repairs improved significantly, with strong increases for both overall service and timeliness
- More of you feel we listen and act on your feedback, with a notable rise in this score since last year
- Your satisfaction that your home is safe remains good
- Satisfaction with how that bpha listens to your views and acts upon them is improving
These results give us a clear picture: we are making progress, but there is more to do:
- The experience you have when making a complaint needs to improve
- Satisfaction among shared owners remains lower than for rental customers
- We need to look more closely at your feedback around respect and fairness as the scores for bpha treating customers fairly and with respect are lower than last year
- Your satisfaction that bpha makes a positive contribution to the neighbourhood and with our approach to handing ASB needs more attention.
What we’ve done in the last 12 months
Over the past year, we’ve focused on turning your feedback into real changes. This has already made a difference in several key areas.
Improving the repairs service
Repairs are one of the most important services we provide, and your feedback has driven major improvements. We have:
- Introduced a new Repairs Policy, making responsibilities and timelines clearer
- Strengthened appointment scheduling and communication
- Improved how we prioritise and track repairs, reducing delays
- Used our repairs data to identify overdue jobs and recurring issues earlier
- Enhanced performance management of contractors and teams.
We also continued to strengthen our In-House Maintenance Service, supported by improved systems and tools, helping reduce missed appointments and improve your experience.
Acting on your feedback and engagement
This year we:
- Carried out targeted engagement with younger customers, including focus groups
- Set up and expanded opportunities to engage through The Place (our online feedback platform)
- Strengthened customer groups, including a shared owners working group
- Continued the work of the Customer Service Improvement Panel (SIP) to shape key policies
Making complaints handling more effective
Although satisfaction with complaints remains low, we’ve taken important steps to improve how complaints are handled. We have:
- Improved response quality and consistency through coaching and quality checks
- Introduced monthly monitoring and independent reviews
- Published clearer guidance to explain what is and isn’t a formal complaint
- Used complaint insights to deliver practical service changes, including clearer rent account information, improved repairs logging and better prioritising and categorising reports of Anti-social behaviour (ASB)
Strengthening neighbourhood services
We’ve continued to invest in neighbourhoods and local services. This includes:
- Expanding community hubs to support wellbeing, employment and social connection
- Launching a Priority Neighbourhood Project to focus on areas with higher needs
- Improving ASB processes, including clearer communication and action plans
- Introducing risk-based contact approaches to keep customers updated.
Maintaining safe homes
Safety remains a top priority. We introduced:
- Better escalation processes for damp and mould cases
- New monitoring technology to identify issues earlier
- Improved communication around safety visits.
What we’re focusing on next
Based on your feedback, we are focusing on the areas that matter most to you.
- Improving complaints experience. We will continue improving response quality and clarity and strengthen learning from complaints to prevent repeat issues.
- Supporting homeowners better. We are strengthening our homeownership improvement plan; we are working directly with customers to understand key frustrations.
- Strengthening communication and fairness. We are reviewing customer feedback in more detail, we are identifying where expectations are not being met, we are also continuing empathy training and service improvements.
- Improving neighbourhoods and communal areas. We are continuing targeted improvement plans with ground maintenance contractors, increasing inspections and accountability and expanding community engagement and local support.
- Understanding different customer experiences. We are carrying out deeper analysis of different customer groups. We will continue speaking directly to customers to understand your experiences.
- Continuing to listen and act. Your feedback has already led to real improvements over the past year — particularly in repairs, engagement and how we respond to issues. We remain committed to listening to your views, acting on what you tell us, being open about where we need to improve, and delivering better services for all our customers.
If you’d like to help shape what we do next, you can get involved through The Place, where you can share your views, ideas and feedback.
Acuity carries out the survey on our behalf – if you receive a call or email from them, we’d be grateful if you would take part. The more customers we can hear from, the more insight we’ll have into what’s important to you, so that we can make informed decisions and changes.