Customer Voice Annual Report 2025/26 is out now
20 May 2026
Our latest Customer Voice looks at the impact the customer voice has had on challenging and improving services over the past year. Strengthening our commitment to putting customers at the heart of everything we do.
Some highlights include:
The Customer Service Improvement Panel (SIP) has played a central role, working closely with teams across the organisation to review services, challenge decisions, and ensure customer feedback directly shapes improvements.
A major focus this year has been enhancing digital services, particularly the customer portal my.account. Customer focus groups provided valuable insight into how the system can better support self‑service, especially for reporting repairs. SIP also helped review The Place, bpha’s online engagement platform, leading to changes such as removing the need to register before taking part.
The introduction of the Customer Approved Stamp has made it clearer than ever where customers have influenced documents and decisions. SIP members also joined Board and Executive Leadership Team members on a regeneration tour in Bedford, gaining first-hand insight into investment across homes and communities.
Customer involvement has expanded across bpha, including the relaunch of the Resident Inspector programme who will be inspecting grounds maintenance and communal cleaning in our communities to help ensure it’s meeting the standards expected. The continued commitment from the Resolve complaints panel, and the High-Rise Building Safety Group to further improve the service, helping to identify issues, shape solutions, and strengthen accountability.
The Big Listen saw colleagues and Board members hold more than 900 doorstep conversations, giving customers a direct voice in shaping priorities. Feedback from these conversations is already informing work on repairs, grounds maintenance and anti-social behaviour.
Community hubs across Bedford and Cambridge continue to thrive, offering support, advice and social connection to more than 1,000 visitors.
Looking ahead
As we look ahead, customer involvement remains central. SIP will continue to focus on key areas including anti-social behaviour, Awaab’s Law and more deep dive scrutiny reviews. Customers are encouraged to get involved and share their views at any time by getting in touch with the Customer and Influence team.
You can read the report in full here.
