Tenant Satisfaction Measures
Your latest feedback
As you may know, we regularly survey customers to check satisfaction with areas from how safe you feel at home to repairs carried out. The full results let us know how we’re performing against the Tenant Satisfaction Measures that were introduced last year by the Regulator of Social Housing. We use your feedback to understand your experiences of bpha and make improvements.
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We’ve now reached the halfway point of the year for our TSM data collection (which runs April to March).
Reflecting on the last six months, we’ve seen both increases and decreases in satisfaction scores.
On a positive note, we’ve seen an increase in the number of customers who are satisfied with our repairs service, including the time taken to complete a repair.
However, we’ve seen a small drop in overall satisfaction with the service provided by bpha since the last quarter, driven by feedback from shared owners.
We recently held an internal meeting to discuss the scores and look deeper into what shared owners are telling us. One of the themes was poor communication. To learn more about this, we’ll be contacting them to find out more about this and how we can improve. We’ve put a working group in place to look specifically at improving satisfaction amongst our shared owners.
Our newly formed Service Improvement Panel (SIP) members, which is made up of bpha customers, have been looking at the TSM data, to give their views on the scores and make suggestions on how we can improve.
They’ve chosen four areas to focus on:
- Complaints received
- Our repairs service
- Why shared owner scores are generally lower than rental customers
- Scores around a well-maintained home.
If you are interested in becoming an involved customer, please get in touch with the customer engagement team by emailing customervoice@bpha.org.uk.
IFF Research undertakes the Tenant Satisfaction Measures surveys on our behalf. You may receive a phone call from 0330 027 0103 or get an email from opinions@iffresearch-dm.com. Please do take part if you can – we need your views to help us to improve.
If you have any questions about Tenant Satisfaction Measures or our published results, please contact us.
