Tenant Satisfaction Measures - Quarterly update

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

This quarter we have seen a small fluctuation with the overall satisfaction scores, with our rental customers rating us a little lower that they did at the end of June, but our home owners rating us a little higher. That said, it is encouraging to see scores remain higher than they were at the end of the financial year.

We are monitoring satisfaction levels closely and regularly use your feedback to help improve our services so that we can give you the best experience possible. If you have any feedback or suggestions, please get in touch.

How satisfied or dissatisfied are you with the overall repairs service from bpha over the last 12 months?

(Asked to rental customers who’ve had a repair in the last 12 months)

74.4% satisfied (Year to date figures for April to September 2025)

-2.0% change since year to date figures for April 2025 to June 2025

How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

(Asked to rental customers who’ve had a repair in the last 12 months)

66.7% satisfied (Year to date figures for April to September 2025)

-1.7% change since year to date figures for April 2025 to June 2025

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

75.5% satisfied (Year to date figures for April to September 2025)

-0.4% change since year to date figures for April 2025 to June 2025

This quarter there has been a slight dip in satisfaction scores when compared to the April-June period, but despite that, the satisfaction scores for the repairs service, the time taken to complete repairs, and bpha providing a well maintained home are around 5% higher than they were at the end of the previous financial year (end of March 2025).

Since then, we have increased the number of repairs operatives, and average repair wait times are reducing. We are hoping to see an increase in satisfaction scores for the October – December period as customers start to receive a quicker turnaround for the day-to-day repairs.

In our last update we told you we were reviewing our internal processes in relation to scheduling repairs. We have now done this, further training has been given to some of our colleagues, and we have seen a reduction in customer complaints about scheduling.

We have also been working with our contractor TSG to reduce the number of return visits: they now have vans that are stocked with more parts that will help reduce the number of repeat visits. Improvements will also come as we install more remote diagnostic kits in our homes as these will help us to identify problems remotely so that operatives can arrive with the correct part(s) in the first place where possible.

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?

For our homeowners there has been a slight dip in the satisfaction score since the end of June for bpha providing a safe home, though the scores are still higher than they were at the end of March. This is because more homeowners opted for a neutral response of ‘neither satisfied nor dissatisfied’ that bpha provide a home that is safe, rather than saying they were satisfied bpha do so. We will continue to closely monitor the feedback received in this area.

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

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

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

It’s great to see further improvements in how our customers rate how we listen to them and keep them informed, carrying on the trend from last quarter. However, we are disappointed to see a drop in satisfaction for customers feeling they are treated fairly and with respect. More rental customers have opted to go for a neutral response, saying they are ‘neither agree nor disagree’ with the statement “bpha treats me fairly and with respect”, but more of our homeowners have opted to disagree.

We are looking through customers comments received through the survey process, along with other feedback we have received, to see if we can identify why there has been a shift. We want all our customers to feel they are treated fairly and with respect by all bpha colleagues, which is why we continue to roll out the mandatory empathy training programme to all colleagues.

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)

The satisfaction scores for how bpha handles complaints are not where we want them to be, for either our rental or home ownership customers. It is disappointing to see the home ownership score drop again since the end of June.

In our last update, we explained that our Resolve Panel Members would be calling customers who indicated in their TSM survey that they were unhappy with how their complaint was handled. They have now spoken to customers with varying degrees of satisfaction, because we thought it would be more beneficial to learn about what went well through the complaint handling process from those who were satisfied, as well as what didn’t go so well from those who were dissatisfied. The panel will now meet to discuss the results with a view to making recommendations for how our complaints service could be improved.

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)

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

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

We are really pleased to see a further increase in satisfaction with the maintenance of communal areas. This is certainly, in part, likely to be a direct result of the close work we are doing with our grounds maintenance contractors to improve performance in this area. We are using the feedback received from over 1,000 of you who responded to the survey about grounds maintenance over the summer to help inform where improvements need to be made.

We’re disappointed to see this quarter there have been decreases in satisfaction for both our rental and home ownership customers with how we handle anti-social behaviour (ASB). We have been reviewing customer feedback on our ASB handling and have identified areas for improvement around keeping customers updated more regularly. Plans are in place to work on how ASB cases are dealt with to support consistency and improve the experience for customers at what can be a very emotive and stressful time.