Strengthening support for shared owners
Over the past year, we’ve been improving shared owners’ experience, ensuring you receive clearer information, faster processes and more support throughout your homeownership journey.
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A host of improvements are now in place
To provide a more responsive and consistent service, we introduced a new team structure dedicated to supporting shared owners with key activities such as buying more shares, extending leases and navigating day-to-day shared owner needs. This focused approach means shared owners can access the right expertise more quickly and with greater confidence.
We’ve also invested in our bpha colleagues by delivering in-house training tailored specifically to shared ownership. This ensures that no matter who a shared owner speaks to, they receive informed, accurate guidance that reflects the unique nature of their product.
Improved information on our website
Recognising the importance of accessible information, we enhanced the shared ownership section of our website. The improved content helps shared owners better understand their rights, responsibilities and options, reducing the need to get in touch for common queries and empowering them to manage their home with ease.
Buy additional shares in your home via my.account
To make the process of buying additional shares simpler and more efficient, we built this journey directly into your online customer portal: my.account. Shared owners can now progress through the steps more quickly, with greater transparency and fewer administrative hurdles.
Receive regular updates
We’ve also started sending regular newsletters that explain key parts of shared ownership. They’re designed to make the product easier to understand and keep shared owners up to date with changes, opportunities and practical guidance.
We have enhanced our existing surveys and introduced new ones to make sure we’re hearing directly from you. Your feedback plays a crucial role in shaping our services, and these improved surveys give us clearer, more actionable insights so we can make meaningful changes. If you don’t receive these, please email info@bpha.org.uk so we can look into that for you.
This is very much an ongoing journey. We recently met with a group of shared owners to hear their views on how we can continue improving our services, and we’re already putting more changes in motion based on their feedback.
And now, after a year of working hard to improve the information and support available, it’s time for something a little different. We’ve put together a short quiz to test your knowledge of shared ownership — a fun way to see how much you’ve picked up along the way.
