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 and homeowners rating us higher than they did at the end of the financial year - between April 2024 and March 2025.

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)

74.9% satisfied (Year to date figures for April to December 2025)

+5.4% change since year-end figures for April 2024 to March 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)

68.5% satisfied (Year to date figures for April to December 2025)

+7.4% change since year-end figures for April 2024 to March 2025

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

75.8% satisfied (Year to date figures for April to December 2025)

+5.0% change since year-end figures for April 2024 to March 2025

There has been a significant increase in satisfaction scores when compared to the end of the financial year among rental customers. The satisfaction scores for the overall repairs service, time taken to complete, and providing a well-maintained home are all at least 5% higher than they were at the end of the previous financial year.

The reason for this could be because we have increased the number of repairs operatives and have completed more repairs compared to this time last year (44,000 repairs this financial year which is 17% higher than last year), and average repair wait times are reducing.

We expect to see a continued increase in satisfaction scores over the next quarter, as the changes we’ve made are likely to be having the desired effect—providing customers with quicker turnaround times on day‑to‑day repairs and, ultimately, a better overall experience.

In our last update we told you we were reviewing our internal processes for scheduling repairs. This is now complete and training has been given to some of our colleagues, as well as an increase in operatives available to complete repairs. We have also seen a reduction in customer complaints about scheduling.

We have been working with our contractor TSG to reduce the number of return visits. Van stocks have been reviewed, and more parts are being carried which will help reduce this. More improvements will also come as we continue to install remote diagnostic kits in customers’ homes. These will help us to identify problems remotely so operatives can arrive with the correct part(s), increasing first time fixes and on some occasions, removing the need for a visit as the issue can be resolved by advice from TSG to the customer.

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?

In terms of safety of homes, for our rental customers there has been a slight increase in the satisfaction compared to the end of the financial year, and a small dip for homeowners. 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 is great to see improvements to how customers rate how we listen to them, carrying on the trend from last quarter. Rental customers’ satisfaction with ‘keeping customers informed’ is growing, while homeowners are less satisfied with this element compared to the end of financial year.

The area where both rental customers and homeowners feel least positive is around ‘listening to your views and acting upon them’. While this remains the weakest measure of the three due to higher levels of dissatisfaction, rental customer satisfaction improved from June through to December.

Feedback on being “kept informed” is generally positive, with rental customers showing only a slight drop in September and October before improving again in November and December. For homeowners, there was a drop in November and December.

We are concerned to see the drop in satisfaction for customers feeling they are treated fairly and with respect, though this continues to be an area with the one of the highest measures of satisfaction overall for both groups of customers.

Making sure all our customers feel listened to, respected, and treated fairly remains a priority, which is why we continue to run mandatory empathy training programme for 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)

Satisfaction scores for how bpha handles complaints are still 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 September.

Resolve is a group of customers who volunteer their time to take part in bpha’s customer engagement projects focusing on complaints, providing valuable feedback and reviewing our services. The panel completed their report of findings on their telephone call review. The purpose of the review was to hear from customers who had previously provided feedback in the Tenant Satisfaction Measures (TSMs) regarding complaints, to gather more in-depth insights. The findings confirmed that dissatisfaction was often linked to the original issue that prompted the complaint and also highlighted that some customers who responded to the TSM question had not actually made a formal complaint. Resolve then reviewed a sample of complaints to assess the handling process and make sure they were compliant with the Housing Ombudsman Code.

Overall, the quality of complaint responses was positive, with strong examples of clear communication, empathy, and professionalism. One key recommendation focused on improving the consistency and quality of stage one complaint responses to help avoid escalations. Looking ahead to the final months of this financial year, Resolve will support the Housing Ombudsman’s assessment and contribute to the production of bpha’s annual complaints report.

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 another increase in satisfaction with the maintenance of communal areas and a positive contribution to your neighbourhood.

When it comes to bpha making a positive contribution to neighbourhoods, rental customers report higher levels of satisfaction, and this continued to improve towards November and December. Most rental customers do not express concerns in this area. Homeowners are less positive about bpha’s contribution to their neighbourhood.

We are continuing to work closely with our ground's maintenance contractor and have started an improvement plan. We have recently gathered further feedback from customers to understand how the contractor has been performing since the improvements were put in place. We are now analysing this feedback to measure the effect of these changes and identify any areas where more improvements may be needed.

Over the last months, there has been an increase in satisfaction for our rental customers, and a decrease for our home ownership customers, with how we handle anti-social behaviour (ASB). We have an ASB improvement plan which will look at the areas of improvement, and we will report on progress both to the Service Improvement Panel and through Talk Magazine. The aim of this plan is to improve our handling of ASB and increase customer satisfaction. In addition, we have a Priority Neighbourhood Project that will focus on key areas where we know ASB is an issue. This will involve working with key partners as a number of these issues are complex and cannot be resolved by bpha alone.