Our commitment to you
9 September 2026
Customers have been telling us what’s most important to them when receiving a service from 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) and other involved customers we have developed a series of commitments, which align with our values of taking responsibility, showing empathy, being better together and ambitious, making it clear what you can expect when dealing with us.
The nine customer commitments are:
- We will keep your home safe and well looked after
- We will communicate clearly and honestly
- We will listen to you and use your views to improve our services
- We will treat you with respect, fairness and kindness
- We will make it easy for you to report issues and get support
- We will handle complaints fairly and with care
- We will support you and your community
- We will be open and honest about how we are doing
- We will promote equality, diversity and inclusion
Watch the commitments in full in our video below (3minutes 40 seconds watch).
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.
