Customer voice
Our customer voice report looks at our engagement activity from April 2025 – March 2026. 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 [email protected]
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
- The Customer Service Improvement Panel (SIP) has played a central role in reviewing services, challenging decisions, and ensuring customer feedback directly shapes improvements
- The Big Listen saw colleagues and Board members hold more than 900 doorstep conversations, giving customers a direct voice in shaping priorities
- Community hubs across Bedford and Cambridge continue to thrive, offering support, advice and social connection to more than 1,000 visitors.
Looking ahead
As we look ahead, customer involvement remains central. SIP will continue to focus on key areas including anti-social behaviour, Awaab’s Law and more deep dive scrutiny reviews. Customers are encouraged to get involved and share their views at any time by getting in touch with the Customer and Influence team.
