Acting on your feedback: Tenant Satisfaction Measures

Cartoon image of a street with houses and flats, above which have the statistics listed below

Customer feedback is extremely important to us. It lets us know what we are doing well, along with where and how we can improve.


What are Tenant Satisfaction Measures?

In 2023 the Regulator for Social Housing introduced the Tenant Satisfaction Measures (TSMs).

There are 22 tenant satisfaction measures, covering five themes. 12 of the 22 are measured by carrying out customer surveys that will tell us how satisfied you are with the services we provide.

This is one of the important ways that will help us understand your experiences of bpha and make improvements as a result.


Will I be involved?

IFF Research undertakes surveys on our behalf. Customers are selected randomly by IFF Research to take part in a short survey. You may receive a phone call from 0203 148 7645 or get an email from opinions@iffresearch-dm.com. Your feedback is invaluable, so we would encourage you to take part if you’re able to.

The five themes covered by the TSMs are:

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Respectful and helpful engagement
  4. Effective handling of complaints
  5. Responsible neighbourhood management

The remaining 10 TSMs are management information reported by bpha, covering:

  • Homes that do not meet the Decent Homes Standard
  • Repairs completed within target timescale
  • Gas safety checks
  • Fire safety checks
  • Asbestos safety checks
  • Water safety checks
  • Lift safety checks
  • Complaints relative to the size of the landlord
  • Complaints responded to within Complaint Handling Code timescales
  • Anti-social behaviour cases relative to the size of the landlord

What are the results?

The Regulator has asked housing providers to report TSM results every year at the end of March. But a lot can happen in a year, so we’ve decided to publish our results on a rolling basis, publishing new results and how we’re acting on the feedback regularly both here, and in every edition of Talk, your bpha customer magazine.

Taking everything into account, how satisfied or dissatisfied are you with the service provided by bpha?

66% satisfied

-1% change since Q2

We want to make this better. Please tell us how we can do that by giving us feedback, getting involved in our customer groups or on The Place to help improve our services. You can find more information on how you can be involved here.


How satisfied or dissatisfied are you with the overall repairs service from bpha over the last 12 months? (Asked to customers who’ve had a repair in the last 12 months)

68% satisfied

0% change since Q2

68% is obviously lower than we aim for however, with recent additions to the In House Maintenance Service, we are confident the waiting time for a repair will substantially reduce. We know this has been the main area of concern for customers. We had a large drive on recruitment to expand our team from October to December because the demand for our service was higher than seen in previous years.

As a direct result of this, we expect much shorter turnaround times for completing repairs. In relation to satisfaction with repairs, after a repair has been carried out, customers are sent a text survey. Of those responses received back since April 2023, the average feedback rating is 9.1 out of 10, so we hope to see this reflected in future TSM surveys.


How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? (Asked to customers who’ve had a repair in the last 12 months)

63% satisfied

0% change since Q2

See above.


How satisfied or dissatisfied are you that bpha provides a home that is well maintained?

71% satisfied

-1% change since Q2

bpha is committed to ensuring that all customers are housed in safe, well-maintained homes. This has been supported by a large focus on the ‘Housing Health & Safety Rating System’ which is a way of assessing hazards in homes with a view to making them safer and healthier places to live. This, coupled with damp and mould surveys being carried out, means that any hazards are identified and rectified as a priority.


Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that bpha provides a home that is safe?

75% satisfied

0% change since Q2

See above.


How satisfied or dissatisfied are you that bpha listens to your views and acts upon them?

52% satisfied

-1% change since Q2

Obviously we’d like to score much better here and we are concerned that these scores are not going in the right direction, even though they have only changed a tiny bit. We are going to be asking our customers about what matters to them and how we can improve in both of these areas.


How satisfied or dissatisfied are you that bpha keeps you informed about things that matter to you?

63% satisfied

-1% change since Q2

See above.

To what extent do you agree or disagree with the following “bpha treats me fairly and with respect”?

72% agree

0% change since Q2

While this score could be considered high, we want to increase it – it’s hugely important to us. As well as welcoming your direct feedback, one way we can get a clear view of how you feel is through our compliments reporting system, as well as the process for complaints. You can report either a compliment or a complaint here.


How satisfied or dissatisfied are you with bpha’s approach to complaints handling? (Asked to customers who say they have made a complaint during the last 12 months)

39% satisfied

-4% change since Q2

This is disappointing, but we are already aware that this area needs work – that has resulted in our new Service Improvement Team, including a Complaints Resolution Manager and Complaints Resolution Officers. The team has been in place since April, while those surveyed are asked to tell us about complaints made over the last 12 months. We know this means it will take time for your feedback to improve.

However, we want to understand what’s behind this feedback so that we can change it. Having looked at those who shared their details with the research team, only 27% had logged a complaint with us. If you do find that you want to make a complaint, we’d urge you to log it with us, and make sure you receive a complaint reference number. It can be investigated by your dedicated Complaints Resolution Officer, who will follow a set process to ensure they consider all details and reach an outcome that’s fair for everyone. You can find that information here.

Following the introduction of the Complaints Resolution Team, we have also reviewed our complaints policy in line with the Housing Ombudsman code, (https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/faqs-on-the-complaint-handling-code/ ) which was created to ensure landlords resolve complaints from customers quickly and use the learnings to make improvements. This will be published on our website in the coming weeks. We have also reinstated the complaints satisfaction survey, sent to all complainants once their case is closed, to make us aware of any issues so that we can address them.


How satisfied or dissatisfied are you that bpha keeps these communal areas clean and well maintained?’ (Asked to those who say they live in a building with communal areas, either inside or outside, that bpha is responsible for maintaining)

53% satisfied

0% change since Q2

We know the introduction of a new grounds maintenance contractor in April 2023 caused some delays to work getting completed. We have addressed this and are pleased that Just Ask are now visiting all of our sites regularly and are currently ensuring our communal outside areas are ready for the spring. We apologise again for the time it has taken for the contract to run successfully and the inconvenience and frustration this has caused.


How satisfied or dissatisfied are you that bpha makes a positive contribution to your neighbourhood?

47% satisfied

0% change since Q2

Did you know we work closely with partners in the communities we have homes? We have great relationships with councils, schools, shops and when needed the police too. We are part of a variety of partnership groups and meetings – and as a result of much of the work we do in communities we have been able to support with the introduction and expansion of a number of local community hubs.


How satisfied or dissatisfied are you with bpha’s approach to handling anti-social behaviour?

48% satisfied

+1% change since Q2

Whilst this score has increased a little over the last three months it is still much lower than we would like. We are currently reviewing our policy and procedure for how we deal with anti-social behaviour and we are confident this will lead to a better customer experience. It is worth noting, however, that of those customers who said they were dissatisfied with how we have dealt with anti-social behaviour, some of them haven’t actually reported any incidents to us. We will be working to find out why issues are not being reported to us and look to see if there is anything that is stopping our customers telling us what is happening where they live.


How strongly would you agree or disagree with the following statement, “I trust bpha to do what they say they will do”? This question isn’t required for the TSMs but is something we’re keen to know.

56% satisfied

0% change since Q2

Our aim is to improve this score as we carry out the actions outlined above, and through our direct contact you with. The key is knowing why you feel the way you do, so please tell us.


If you have any questions about Tenant Satisfaction Measures or our published results, please contact us.

Last modified: March 6, 2024 at 4:16 pm