How can we help?
You can find answers to some common questions below. But if you still need assistance, there are lots of ways to get in touch.
For general enquiries please email us at info@bpha.org.uk. For non-urgent repairs please email repairs@bpha.org.uk. If you are a bpha resident, please include your name, address and date of birth when emailing.
If you have the app on your phone, simply save our WhatsApp number 01234 923233 and send us your query. This number is for WhatsApp Messenger only and cannot be used for voice calls.
Please address your letter to: bpha, Bedford Heights, Manton Lane, Bedford, MK41 7BJ
Click on the bubble on the right hand of the website to talk to using live chat.
For general enquiries including repairs.
Customer Communications Centre:Â 0330 100 0272
Rent payments:Â 0330 041 6497
Please note: Visits to our head office are appointment only. It is a flexible work space and colleagues working there can vary day by day.
Our Customer Communications Centre is open from 8am-5pm Monday to Thursday, and 8am-4.30pm on Friday.
You will have received a letter in late February confirming how much your rent is from 1 April 2024 – alternatively, you can find this information in my.account.
Please note for all payments you will require your 19 digit reference number on your payment card.
You can report repairs by the following channels:
We will then advise you which priority applies to the repair, according to the following categories:
bpha recognise that the bad behaviour of your neighbours, or the people living near to you, can have a negative impact on your quality of life. Anti-social behaviour (ASB) is generally described as ‘behaviour which causes or is likely to cause harassment, alarm or distress to one or more people not in the same household as the person causing it.’
Examples of ASB include:
What is not ASB?
Generally bpha will not become involved in these cases.
If you are experiencing ASB you can report online via my.account or call 0330 100 0272.
If you are looking for affordable housing in the Bedford Borough area, you can apply to join the Bedford Borough Housing Register via our online lettings website MyHomeOptions or by calling 01234 7180580. You will need to register for an account and complete an application form.
If you have additional medical needs that are made worse by your current housing, we will send you the relevant form once you have completed the online application.
Once we have received your application and confirmed that you are eligible, we will ask you for any supporting documentation we require. We will then write to you within 14 days to advise your priority and the size of the property you could be offered.
Usually only people with a high level of housing need can be housed in this way. To find out more about how housing need is assessed, how priority is decided and whether you are eligible to join the register, read the Bedford Borough Allocations Scheme Policy.
If you live outside of Bedford Borough you will need to apply directly to your own Local Authority.
When a property becomes vacant we send in void contractors to get the property ready for the new tenant. When the keys are returned by the contractor and the property is ready you will be contacted to arrange a convenient time to meet at the property to show you around and complete the necessary paperwork. It is during this meeting you will receive the keys.
If for any reason there is a delay in your property being ready we will keep you informed.
You can report a change in circumstance online via my.account or call 0330 100 0272.
This depends on your financial and personal household circumstances. You can check benefit entitlement using the free benefits and budgeting calculator or by getting free, independent and confidential advice from the bpha money advice team.
The Citizens Advice Bureau also offers free, independent and confidential advice about benefit matters.
If you wish to end your tenancy you will be required to give notice in writing. The notice period will be determined by the type of tenancy you hold. Please refer to your tenancy agreement. You are responsible for paying rent until the notice period ends and you have handed back your keys.
Keys must be returned to us on or before the date your notice expires, or you will be charged use and occupation charges until you hand them in.
If you move out without telling us you will be charged rent from the time it is discovered you have moved out or until we have gained access to the property.
We are currently awaiting confirmation of the changes which are due to be made to the Right to Buy scheme before we are able to advise tenants whether these changes will affect their eligibility to purchase their property. We recommend you contact us again once details of the scheme have been announced, which will be widely publicised in the media.
Your partner/ spouse if not on your tenancy can be added as a household member. Identification and proof of income will be required to support this. They would not be added to your tenancy except in exceptional circumstances.
Permission requests are required to be submitted in writing via post or email.
Dependant on the request you will receive a written response to advise if the permission can be granted or not.
On occasion we may require further information before making a decision, in this instance we will write to you to request the additional information.
If the requested documentation is not received within 28 days of the initial request, bpha will assume that the permission is no longer required. Any subsequent requests will be treated as a new request.
Tenants are responsible for the payment of all utilities which include gas, electric and water.
When you move into your property you will be informed of who the current supplier is to your property. It is then your responsibility to contact the provider and set up an account with them. Should you wish to change provider you are free to do so.
Upon moving in if there is gas in your property you will be responsible for contacting TSG, 0800 111 4044, to arrange an appointment to have the gas uncapped.
Should you have any problems with your supply you will need to contact your provider.
Yes however a third party consent will need to be in place before we can speak to someone on you behalf. To request a third party request form please call
bpha have a dedicated team to support you with any debt issues you may have.
They can assist you to:
If you feel this support would benefit you call 0330 100 0272