Compliments and complaints

Give a compliment

If you’ve had a good experience and felt that we’ve done something right, you can let us know here. It’s always nice to get a compliment, but it’s also really useful, helping us to understand when we’re on the right track and doing a good job.

Make a complaint

We all work hard to give the best service possible, but we recognise that sometimes we’ll get things wrong. That’s why it’s so important to us to hear from you, and why we’re committed to giving you easy ways by which to let us know.

Annual Complaint and Service Improvement report

Here you can find our first annual Complaints and Service Improvement report and the bpha Boards response to the report. You can also find out more about how we are improving things in our annual TSM report here, and our learning and Actions update below.

Housing Ombudsman Self-assessment 2024

The Housing Ombudsman is an independent organisation which resolves disputes involving tenants and landlords. In July 2020, it published a complaints’ handling code, which shapes how we manage complaints. As with all landlords registered with the Housing Ombudsman, we carry out an annual assessment against the Code to ensure our complaint handling process meets its requirements and we publish the results.

This is a very important exercise for bpha. It helps us understand more about our customers’ experience when things haven’t gone well and what, and how, we need to improve. View and download bpha’s self-assessment with the Housing Ombudsman’s Complaint Handling Code here.

Learnings and actions

The feedback we get from your compliments and complaints is hugely important to us and the learnings we take from them have helped us to improve our services in countless ways. Here are just a few of our recent learnings and improvements.