Improving customers’ experience over the next four years– our commitments to you
3 April 2025
bpha is committed to delivering the highest quality services and improving your experience as customers. Our refreshed Customer Strategy 2025-2029 outlines our plans to become a landlord that all our customers value and trust.
It focuses on embedding a customer-first culture and working closely with you to shape and improve the services that you have told us matter most.
The seven customer strategy priorities are:
- Deliver an excellent customer experience through person-centred services that are appropriate to the needs of our individual customers
- Proactively collect and act on feedback to design and improve our services and to provide a safe and well-maintained home
- Continue to develop our digital services to offer choice of access to our services for all customers
- Know the people behind the front door so we that we offer services based on the information customers provide
- Invest in a local presence building strong links with communities and partnerships with a focus on the quality of our neighbourhoods
- Champion the customer voice to ensure it is heard and is at the heart of decision making at all levels of the organisation.
- Embed our customer engagement framework, listen and feedback.
The Strategy was developed based on customers’ feedback, including insight from our Tenant Satisfaction Measures (TSMs) and day-to-day feedback, including from complaints and compliments.
A message from Richard Hill, bpha CEO
We want to be a landlord that all customers value based on their experience of us. It was vital that customer feedback, including from the Customer Service Improvement Panel, played a key role in developing this strategy. As a result, the priorities reflect what you have said matter most, including further improving core services, such as faster response times on repairs and making it easier to contact us.
We will continue to listen to you and use your insights to drive improvements. We will also be open and transparent and make sure we are accountable on the delivery of this strategy.
I look forward to continuing to hear your thoughts and ideas.
A message from the Customer Service Improvement Panel
The Consumer Standards give tenants more power in holding their landlords to account for their decisions, performance and conduct. This is a huge cultural shift within the housing sector to redress the imbalance of power.
This Customer Strategy gives us confidence that bpha are not only responding to the Regulator but proactively driving the customer agenda forward. This strategy builds on some solid customer engagement success to date but now has specific goals, with steps that bpha will take, to positively impact customer satisfaction, going forward.
Service Improvement Panel customers have helped shape this strategy by ensuring that what matters most to customers, is included to influence and affect real change. As a scrutiny panel we will be holding bpha to account for their decisions and performance.
We recognise that bpha is making efforts to embrace customer engagement and are pleased to support and endorse this customer strategy.
Your feedback
If you’d like to learn more about our strategy or share your thoughts and ideas, we’d love to hear from you. Please email customervoice@bpha.org.uk
Read our Customer Strategy 2025 - 2029
