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

344

complaints received

(we’re working to do better in this area. Find out more on here)

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

240

hours given by bpha employee volunteers to support the community

Working with Bedford Borough Council, we’ve devised the ‘Step Back In’ scheme to help people back into employment.

We’re working towards the Domestic Abuse Housing Alliance (DAHA) accreditation to help us support victims and survivors more effectively.