Virtual surveys: helping us diagnose repairs more quickly
7 October 2026
We’re introducing virtual surveys to help make the repairs process quicker, simpler and more convenient for customers.
A virtual survey is a video call with a member of the bpha team, allowing us to look at a repair, maintenance issue or concern in a customer’s home without needing to visit in person first. By seeing the issue remotely, we can better understand what is needed, reduce unnecessary appointments and help get the right person to the right job first time.
What customers need
Customers will need a smartphone, tablet or computer with a camera, along with an internet or mobile data connection. They will also need to be able to access the area of their home they would like us to view during the call.
What happens during a virtual survey?
A member of the bpha team will contact the customer through a secure video link. During the call, we may ask them to show us the repair or area of concern and move their device around so we can see the issue clearly. We will then talk through the next steps and explain what, if any, repairs or follow-up actions are needed.
A quicker and more convenient approach
Most virtual surveys take around 15 to 30 minutes. In many cases, they can help us identify the problem sooner, decide what type of appointment is needed and avoid an unnecessary home visit. This supports a more efficient service for customers.
Keeping customers safe and informed
Customer safety and privacy remain priority. We will never ask for bank details or passwords during a virtual survey. Information shared with us will be handled in line with data protection regulations, and customers can read our privacy notice by visiting about-us/privacy-notice/117/
What happens afterwards?
After the survey, we may arrange a repair appointment, book a further inspection, request additional information or resolve the issue without needing a home visit. Whatever the outcome, customers will be told what will happen next.
To find out more about how we deliver repairs for customers visit living-in-my-home/repairs/
