Customer voice
Our first customer voice report looks at our engagement activity from April 2024 – March 2025. An opportunity to reflect on our achievements and the impact the Customer Service Improvement Panel and involved customers have had on helping to shape our services, and ensuring the customer perspective remains at the heart of decision-making.
To find out more and how bpha customers can get involved with helping to shape and develop our services email customervoice@bpha.org.uk
Our customer strategy is built around four engagement pillars:
Giving feedback: From post-service surveys to focus groups, customer input has led to tangible improvements—such as helping to develop our new website and helping to develop our new neighbourhood policy.
Staying informed: Publications like Talk magazine and High-rise Headlines continue to keep residents updated, while digital platforms like The Place offer interactive ways to participate.
Shaping services: Feedback has directly influenced service delivery, including changes to repairs, grounds maintenance, and the shared ownership experience.
Governance and influence: Customers now play a role in recruitment, procurement, and strategic reviews.
Highlights from the year
- Shared ownership listening sessions led to a new service improvement plan and more tailored communications
- Independent Living Schemes saw enhancements such as accessible garden planters and improved communal spaces
- The Resolve complaints panel evolved to align with the Housing Ombudsman Code, with plans for greater involvement in 2025/26.
Looking ahead
Future engagement by our SIP and our involved customers includes reviews of the voids process, communal cleaning procurement, and the reintroduction of Resident Inspectors.
A new “customer approved” stamp will also be developed which will easily identify documents that have been reviewed and approved by customers.
