Earlier this year we spoke to over 1,200 of our residents to gauge your level of satisfaction with bpha in a number of areas.

This is part of an annual perception-based survey of tenants and residents called STAR, which we carry out to understand how satisfied you are and why in the following areas:

  • The quality of your home
  • Rent providing value for money
  • Service charges providing value for money
  • Your neighbourhood as a place to live
  • Our repairs service
  • Listening to your views and acting upon them
  • Your last contact with bpha
  • bpha being equipped to deal with your enquiry
  • Ease of contact
  • Your overall satisfaction

The information provides us with valuable understanding of our customers and helps us to improve our processes and services to you.

You told us you are most satisfied with how easy you found it contacting bpha in the past year.

You were also satisfied with your last contact with bpha, the way we dealt with your enquiry, and your rent providing value for money.

The top three areas which you told us could be improved were:

  • Service charges providing value for money
  • Our repairs service
  • Listening to your views and acting upon them

We will be using your feedback and looking at these areas in more detail to make improvements in these areas.

Thank you to all our residents who provided us with their valuable feedback.

For those of you who didn’t get chance to provide us with your feedback on this occasion, we will be carrying out STAR again in early 2019.

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