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
