Learning and actions
Whether you’ve had a good experience, or a bad one, your views are give us an essential picture of the problems, challenges and joys that you encounter as a bpha customer. They’re hugely important 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.
Improving my.bpha to ensure repair requests are submitted
We reviewed and tested the layout of the my.bpha online customer portal. This resulted in the addition of a clearly visible ‘submit’ tab to ensure customers can complete a repair request submission.
There could be more support for customers moving into new homes
We’re empowering our New Homes Officers to meet more regularly with new home owners, and provide more frequent and flexible communication with them – including the use of virtual meetings, where preferred.
Improving the knowledge of our out-of- ours call handlers
The call handlers in our out-of-hours service are being given additional training and support, to make sure that they’re knowledgeable and have the most up to date and accurate information, when responding to your queries.
Improving the repairs service to give greater transparency and shorter lead times
Following extensive customer consultation, a new service – rolling out from October 2022 – means work will be completed by dedicated bpha operatives, rather than external contractors.
Protecting homes during planned roofing work
To make sure that your homes and buildings are protected from the rain during planned roofing works, our contractors will introduce measures to fit tarpaulin to all roofs, if left over the weekend when rain is forecast.
Improving communication from heating engineers
Our service provider, TSG, have introduced further training for all engineers, to make sure that they are able to give a consistently high-standard of communication when serving customers over the phone.
