The Big Listen: next steps
In the last Talk, we let you know that we’d be visiting customer’s homes to ask: What’s most important to you about the service you receive from bpha?
The Big Listen took place on 8 October, with additional visits to St Neots and Wixams.
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Thank you!
Colleagues from across bpha were joined by Board members and our Customer Service improvement Panel for over 900 conversations on doorsteps. Customers who were unable to answer on the doorstep or weren’t in were left information on how to share feedback, along with a link to our customer engagement portal – the Place.
We really appreciated the opportunity to speak directly to hear what’s important to you, where we are doing well and where we can improve.
We heard from customers who feel listened to, have had repairs actioned quickly, and had a good customer service experience. We also spoke with people who’ve not always had a positive experience - areas we will be working on are being able to report a query more easily, improving the grounds maintenance service and dealing with anti-social behaviour.
Some customers who told us about issues, including outstanding repairs, will have heard from our team by now. We’ll be reviewing the rest of the feedback to help shape our services to reflect what you told us is most important to you – and letting you know more in a future edition of Talk.
If you’d like to let us know what’s important to you about the services bpha provide, please get in touch with the Customer Engagement and Influence Team - emailing customervoice@bpha.org.uk or calling 0330 100 0272 and ask to speak to a member of the team. If you’d like to get involved with a variety of opportunities to shape and influence our services, please visit our on-line engagement portal – the Place.