Tenant Satisfaction Measures - Quarterly update

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

63% satisfied

-1% change since quarter one (April - June 2024)

This quarter, there has been a small drop in overall satisfaction, and we’re keen to improve this score. Your feedback is important in helping us understand what we can do better. There are lots of ways to get involved such as customer groups, The Place or by participating in surveys. You can find more information on how you can be involved using the button below. We appreciate your feedback.

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)

72% satisfied

+4% change since quarter one (April – June 2024)

Following improvements to our In-house Maintenance Service, we’re pleased to see an increase in repairs satisfaction. As a result of recent recruitment within our In-House Maintenance Service, we’re expecting to provide much shorter turnaround times for completing repairs.

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

+7% change since quarter one (April – June 2024)

We’re pleased to see that more customers are satisfied with the time taken to complete a repair. Now that our In-house Maintenance Service is more established and has more operatives to carry out repairs, we’re hoping to continue to improve the response times for repairs. Over the coming months, our Service Improvement Panel will be looking further into the reasons why we have ‘no access’ at appointments to help us understand more about why appointments are missed.

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

73% satisfied

+2% change since quarter one (April – June 2024)

There has been a slight increase in the number of customers who are satisfied that their home is well maintained and safe. Following changes to our surveying services, we’re hoping to see continued improvement in customer satisfaction with the services we provide to keep our homes well maintained and safe. This includes us taking greater control of the work carried out by our subcontractors.

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 quarter one (April - June 2024)

See 'Well maintained homes'.

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

52% satisfied

0% change since quarter one (April - June 2024)

There has been no change in this score since the last quarter, so we know there is work to do to push this score up. We’ll be holding customer listening sessions over the winter  to encourage engagement and find out more about what our customers think. We’re also now asking customers to give reasons for their satisfaction rating relating to the question about bpha listening to views and acting on them. We’ll be analysing the feedback to understand more about what customers feel we are and aren’t listening to.

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

67% satisfied

+1% change since quarter one (April – June 2024)

We’re pleased to see this score has increased and will work to grow this further.

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

74% agree

-3% change since quarter one (April – June 2024)

We’re disappointed to see this score has dropped since the last results. We have an organisational focus on customer service and have rolled out empathy training for bpha staff.

Through more detailed feedback from customers, we’re hoping to understand how customers feel and what we could do differently. As well as welcoming your 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 using the button below.

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)

34% satisfied

+5% change since quarter one (April – June 2024)

We’re pleased to see that satisfaction with complaint handling has increased by five percentage points overall since Q1. To help us understand what’s behind this feedback, we’ve cross-referenced the customers who have completed a TSM survey to see if they have logged a complaint. We found that most customers answering the TSM question have not logged a formal complaint. There are lots of ways that you can make a complaint and we’d encourage you to log it with us, and make sure you receive a complaint reference number. Your complaint will 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 by clicking the button below.

Our Complaints Resolution Team is working with our Service Improvement Project Officer to regularly review the lessons learned from complaints and the root causes. bpha staff have attended meetings with other providers to understand the impact of stage two complaints across the sector and share ideas, understanding and learning.

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)

50% satisfied

-4% change since quarter one (April – June 2024)

We’re disappointed to see that satisfaction with communal areas has decreased by four percentage points since the last quarter. When looking at our complaints data, we know that a high level of complaints relate to grounds maintenance and some around cleaning. We’re continuing to work with our grounds maintenance contractor, Just Ask, to improve the quality of our communal areas. We’d like to gather feedback from customers to understand the issues around cleaning services. You can provide your feedback using the button below to email the Service Improvement Team.

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

49% satisfied

-1% change since quarter one (April – June 2024)

We’ve seen a small drop in the score for positive contribution to neighbourhoods. Some of the work we do within neighbourhoods is providing community hubs across Bedford and Cambridge. We recently carried out a survey to residents within an area of Cambridge to find out what community activities they’d like to see. We’re always looking for new opportunities to engage with local communities, so if you have an idea, please get in touch with our Community Engagement Team.

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

50% satisfied

-5% change since quarter one (April – June 2024)

Although we’ve seen a disappointing drop in satisfaction of five percentage points since the last quarter, we’re doing lots of work to improve our approach to anti-social behaviour (ASB) handling. We have a new ASB policy in place and the updated procedure is in development. By making these changes, we hope customers will feel their issues are being taken seriously and appropriate action is being taken. You can read more about our approach to ASB by clicking the button below.

How strongly would you agree or disagree with the following statement, I trust bpha to do what they say they will do?

56% satisfied

-2% change since quarter one (April – June 2024)

Ensuring you know about actions we’re taking is one way to demonstrate what we are doing. We’ll continue to carry out the actions outlined above and provide you with updates, but we’re keen to know what else you feel we can do to improve our trust score.

On a scale of 1 to 10, where 1 is very little effort and 10 is a lot of effort, how much effort do you generally have to make when you deal with bpha?

5.2 out of 10

0.2 reduction since quarter one (April – June 2024)

This question isn't part of the TSM requirements but has been included so that we can understand how easy or difficult you find this, so we can make improvements where needed. We’re currently on track to exceed the target and have seen a drop in the customer effort score since the last quarter. A lower score means you feel you don’t have to make as much effort to reach out to us, so we're pleased to see the score has reduced.