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 2016 and March 2017…
Overall customer satisfaction.
Customer satisfaction with complaint handling.
Homes with gas safety certificates.
Shared ownership sales.
Repairs completed on time. (Emergency and responsive repairs, Wates only.)
Average time to re-let a home.
Invested in repairing and maintaining properties.
Homes meet the Decent Homes Standard.
Customer Service Commitment
bpha Financial Statements 2015/16
Value for money self assessment 2015-16
Between April 2016 and September 2017, we received 432 complaints (a 27% reduction from the previous year) and 75 compliments. A total of 30 service improvements have been implemented as a result of learning identified from complaints.
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.
Here are some of the areas we have made improvements to over this time:
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.