Leaseholder Survey
What is the leaseholder survey?
In 2023 the Regulator of Social Housing introduced the Tenant Satisfaction Measures (TSMs), to ask rental and home ownership customers a set of questions about how satisfied they are with the services they provide.
Leaseholders aren’t included in the TSMs, but we’d love to hear your views on a range of issues including repairs and maintenance, and value for money. Your feedback is essential in helping us understand your experience with bpha and letting us know how and where we can improve.
How did we capture the feedback?
We commissioned independent research agency IFF Research to speak with leasehold customers about their experiences with bpha. In June 2025, IFF conducted 151 telephone interviews with leaseholders from different geographical areas.
Satisfaction Survey – Profile of those surveyed
What are the results?
Overall satisfaction among our leaseholders is currently fairly low at 49%, down from 56% in our January 2023 survey. However, as different methods were used for each survey, drawing a direct comparison between the two surveys is not recommended.
Some groups reported slightly higher satisfaction levels:
- Leaseholders who live in their property (rather than subletting to a tenant)
- Leaseholders aged 45-64
- Leaseholders living in Bedford
- Leaseholders with a tenancy length of 3–5 years.
Satisfaction Survey Findings - Overview
Below is a summary of the scores for the main topic areas of the survey.
What are leaseholders most satisfied with?
Leaseholders rated bpha positively in the following areas:
- Information provided about fire and building safety
- Communication and experience around planned works.
Giving clear information in good time has a clear impact on satisfaction. Overall satisfaction was significantly higher among leaseholders who received fire and building safety information, compared to those who did not remember receiving this information.
Areas for improvement
Your feedback helps us improve our services and make better decisions. The top areas identified for improvement are:
- Better communication
- Service charges and value for money
- Quicker resolution times (e.g. repairs)
- Cleaning and maintenance services.
Views on the value for money of communal area maintenance were mixed. To better understand expectations, we need to do more research, particularly around communal repairs and outdoor maintenance, where satisfaction was low.
Thank you for your feedback
A huge thank you to everyone who has taken part in the survey, we really appreciate your input. Your answers help us make improvements where they’re needed most. We’re always keen to hear from our customers so please email customervoice@bpha.org.uk to share your thoughts.
