About the service improvement panel

The Service Improvement Panel (SIP) is made up entirely of our residents who work in partnership with us to review and challenge what we do, and ultimately make services better for tenants.

The Tenant Involvement and Empowerment Standard, which is set by the Homes and Communities Agency, states that customers should have the opportunity to scrutinise their landlord’s performance and make recommendations on how performance might be improved.

Our Service Improvement Panel carries out this role. Although it works in partnership with bpha, it also works independently and makes recommendations on how the organisation can be improved.

If you are interested in joining our Service Improvement Panel, complete our online application formFull training and guidance will be given to those residents who are interested.

Our service reviews

Our role is to review bpha’s performance against agreed standards. In the housing industry, this is known as ‘scrutiny’. We decide on an annual programme of reviews of bpha services through our monitoring of performance information and customer survey results. bpha provides the information we need in order to carry out detailed examinations and we then make observations and recommendations about how a bpha service is performing.

We meet every six weeks as a group; between these meetings, our members read and write reports, research other organisations’ activities, and visit bpha’s offices to meet employees. We have a direct link to bpha’s Board through the governance framework.

Reviews in the last financial year

Planned Maintenance

In August 2015, the Service Improvement Panel completed a review on bpha’s planned maintenance programme and how the organisation can improve customer care and customer input.

The review highlighted some areas for improvement, and an action plan was put in place to enhance the overall customer experience.

Read the full action plan here.

Shared Owners

SIP’s review in February 2016 focused on the customer service delivered to bpha shared owners. Their key objectives were to:

  • Improve the communications delivered to customers looking to purchase a property.
  • Improve the home ownership experience of new residents in a shared ownership tenancy.
  • Improve customer satisfaction results.
  • Gain a greater understanding of the relationship between bpha and shared owners and how this can be enhanced.

The review highlighted some areas for improvement, and an action plan has been put in place to improve the customer experience for our shared owners.

Read the full action plan here.

Your views on digital inclusion

We’re driving forward digital inclusion and customer self-service.

We’d love to hear your thoughts and ideas on how we can provide our customers with the right access, skills and motivation to confidently go on line. If you would like to give SIP any feedback on this subject, please complete the form below and a member of SIP will be in touch.