How we’re doing
Here’s a round-up of our performance and achievements for 2019-20. You can read our full Customer Annual Report at www.bpha.org.uk.
Homes

19,000
homes owned or managed

1,000
homes allocated to new residents

£7,962,000
spent on repairs

32,000
repairs carried out

100%
of emergency repairs completed within 24 hours

314
bathrooms fitted

305
kitchens fitted

722
boilers fitted

10,411
gas safety checks carried out

360
homes adapted to suit residents’ needs
Customer service

73
compliments received

45
service improvements identified and being actioned
We launched ‘TouchPoint’ - a new resident survey that tells us how satisfied you are with our services.
Involving you

14
people joined our Resolve Customer Group and Residents Inspectors team

96
people joined our Resolve Customer Group and Residents Inspectors team

£1,980.76
in Cash for your Community grants given to resident groups

154
hours given by our volunteer Resident Inspectors
A new Customer Committee has been developed, enabling residents to share their views directly with bpha’s Board.
To help tackle climate change, we’ve developed an Environmental Strategy and we’ll be working with you to deliver it.
Supporting you

1,500
resident referrals to our Money Advice Team

24
Retirement Living schemes owned by us to give older people security and independence
