How we are doing

We want to tell you how we are doing against the HCA regulatory standards and the targets we set for ourselves. Every quarter we will give you a range of information about our performance over that time.

Highlights

Here’s a selection of highlights from our performance between April 2020 and September 2020. If you’d like to see a more in-depth overview of our quarterly customer survey, Touchpoint, please follow the link below.

Touchpoint results

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Complaints, compliments and your views

Between April 2020 and September 2020, we received 140 complaints, which led to us putting 28 service improvements in place. Alongside this, 42 compliments we’re logged. We continue to use Viewpoint to gather the opinions of our residents and use them to help us form and improve services.

Want to get involved? We currently have vacancies on our Customer Complaints Panel. If you are interested in joining the panel please email Elaine Warwick or call us on 0330 100 0272.

For more information on our Compliments and Complaints process, please follow the link below.

Compliments and complaints

Your opinion matters

Your views are always welcome here. If you’ve found this information interesting and would like to comment on bpha’s targets and how we meet them, please get in touch.

Get in touch