The business manages over 19,000 homes. Keeping them all safe, warm and in great repair has a huge impact on how customers rate their overall experience when dealing with bpha.
To date, repairs and maintenance have been undertaken by contractors. The new service, rolling out from October 2022, means work will be completed by dedicated bpha operatives.
During the last 12 months, the association has consulted with customers extensively. it asked about their experience and how they wanted it to improve.
The consultation gave rise to 23 recommendations. This feedback has been reflected in the new service design. Ensuring it delivers what customers have said they would like.
Greater transparency and shorter lead times were among the priorities raised. bpha has responded to this by developing a bespoke customer portal. This lets customers check the status of jobs in real time.
It will also provide the customer communications centre with more control and visibility of the whole repair journey.
Other innovations include the use of remote assistance video technology to look at jobs that need doing before sending someone onsite.
This reduces the need for many pre-inspections by surveyors. Meaning work can be completed more quickly.