We want to tell you how we are doing against the HCA regulatory standards and the targets we set for ourselves.
Every quarter we will give you a range of information. We would like you to let us know if there are any other areas of the business you would like us to tell you about. Let us know by sending us an email.
Between April 2019 and December 2019
Overall customer satisfaction.
Number of complaints.
Homes with gas safety certificates.
Shared Ownership sales.
Repairs completed on time. (Emergency and routine repairs, Wates only).
Average time to re-let a home.
Invested in repairing and maintaining our properties.
Homes meet the Decent Homes Standard.
bpha Financial Statements 2018-2019
Customer Service Commitment
Our highlights from 2018-19
Complaints, compliments and your views
Between April and December 2019, we received 268 complaints, which led to us putting 3 service improvements in place. Alongside this, 23 compliments we’re logged. We continue to use Viewpoint to gather the opinions of our residents and use them to help us form and improve services.
If you would like to get involved we currently have vacancies on our Customer Complaints Panel. If you are interested in joining the panel please email Elaine Warwick or call us on 0330 100 0272.
Read our booklet ‘Have your say’, above.
If you find this information interesting and would like to comment on bpha’s targets and how we meet them, please contact Elaine Warwick.
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