Customer commitments
Customers shared with us what they felt was most important to them when dealing with bpha. Some of the feedback included how we communicate with you, the importance of your home and neighbourhoods being well looked after, the ease in which customers can raise a concern as well as treating everyone equally.
Following this valuable feedback and working with the Customer Service Improvement Panel (SIP) we developed a series of customer commitments.
These commitments outline what you can expect from us when receiving a service.
You can watch or read the commitments below (3 minutes 40 seconds watch).
We will keep your home safe and well looked after
We will make sure your home meets all safety requirements. We will do safety checks on time and fix problems as soon as we can. If anything changes, we will tell you clearly and quickly.
We will communicate clearly and honestly
We will explain what is happening, why it is happening, and what you can expect from us. We will use simple words and avoid jargon and provide information in ways that are easy for you to understand. If plans change, we will update you without you needing to ask.
We will listen to you and use your views to improve our services
Your ideas and feedback help us make our services better We will work with you to design and improve services We will show you how your feedback leads to real changes.
We will treat you with respect, fairness and kindness
We will be polite, patient and understanding We will consider your circumstances and make reasonable adjustments if you need them We want every customer to feel included and treated with dignity.
We will make it easy for you to report issues and get support
You will be able to contact us in ways that suit you We will make sure your query reaches the right team first time We will try to solve problems quickly.
We will handle complaints fairly and with care
If you make a complaint, we will explain the process clearly We will keep you updated and tell you what will happen next If we make a mistake, we will put it right, say sorry, and learn from it.
We will support you and your community
We will offer advice and information when you need it We will work with partners to help keep neighbourhoods safe, clean and welcoming We will take concerns about your neighbourhood seriously and act where we can.
We will be open and honest about how we are doing
We will share information about our performance We will tell you what we promised, what we delivered and where we need to improve We will be honest when we can’t act on your feedback and we will explain why.
We will promote equality, diversity and inclusion
We will work to remove barriers that make it harder for some people to access our services We will value and respect the diversity of our customers and communities We will challenge discrimination and take it seriously when it is reported.
We are better together, so to help us meet these commitments. We’re asking customers to work with us by:
- Letting us know about repairs, concerns or safety issues as soon as possible
- Giving us access to your home when needed for repairs and safety checks
- Keeping contact details up to date
- Treating neighbours, bpha colleagues and our contractors with respect
- Sharing feedback and helping shape our services where possible.
By working together we can provide better services for everyone.
To find out all the different ways customers can get involved to help shape and improve services visit our get involved page.
