Service improvements - You said, we listened
Whether you’ve had a good experience, or a bad one, your views are give us an essential picture of the problems, challenges and joys that you encounter as a bpha customer. They’re hugely important and the learnings we take from them have helped us to improve our services in countless ways. Here are just a few of our recent learnings and improvements.
Last updated: 18 December 2025
You said there are too many visits needed to resolve heating or hot water issues
We listened and worked with our gas contractors, TSG, who have now introduced additional training for operatives, increased van stock of frequently used parts, and implemented incentives to encourage first-time fixes.
You said you weren’t happy with some behaviour during TSG home visits
We listened: TSG has delivered briefings and training sessions to reinforce bpha’s expected standards. If we can identify concerns linked to individual operatives, we work with managers to ensure these concerns are dealt with.
You said the current permission process to install an EV charger takes too long and causes frustration
We listened and from January 2026 this process will move to bpha’s Asset Strategy team, with a new streamlined approach designed to make it quicker and easier for customers.
You said it was taking too long to move into an empty property
The Voids (empty homes) Team has undergone a restructure to improve efficiency when properties are empty. Our Service Improvement Panel (SIP) has reviewed the void standard and is working with the team to implement changes.
You said you wanted better communication if a repair appointment is cancelled or the operative is running late
We listened: we’ve taken steps to improve scheduling, particularly around keeping customers informed if an appointment needs to be moved or an operative is running late. The Scheduling Supervisor has worked closely with the team, sharing feedback in meetings and one-to-ones. Since August 2025, we’ve had no complaints in this area.
You fed back that repair wait times were too long
We listened: since increasing the number of operatives and introducing a Small Works team, we’ve seen great progress, with complaints about delays falling to zero across June, July, and August 2025.
You said that there was poor communication and a lack of updates around planned works
The team listened: they now operate a rota to ensure cases and mailboxes are monitored at all times. Combined with additional staff, this has resulted in zero complaints since June 2025.
Scroll through the icons below to see our previous learnings and improvements based on your feedback.
Repair requests
Improved my.bpha to ensure repair requests are submitted
Moving into new homes
More support for customers moving into new homes
Out-of-hours calls
Improved the knowledge of our out-of- ours call handlers
Repairs service
Improved the repairs service to give greater transparency and shorter lead times
Planned roofing work
Protecting homes during planned roofing work
Heating engineers
Improving communication from heating engineers
New way to repair roofs
Our new roofing contractor doesn’t need scaffolding and uses a telehandler where possible
Responsive repairs for larger jobs
The Small Works Team has been introduced to take on larger maintenance jobs
Repairs that require new parts
The Scheduling Team now check if a job has parts on order and makes sure the appointment is booked after the new part is due
Communal cleaning
All communal areas will now be covered by either a caretaker or our contractor, Town and Country
Estate management
We have worked closely with Just Ask to improve the services you receive
Raising defects for new build properties
The Aftercare and Defects Team have recruited more staff to help with demand and improve response times
Waiting to raise repairs
We have developed the my.account repairs reporting tool, allowing many repairs to be submitted through the portal
Anti social behaviour (ASB)
We are improving our triage system when we receive a report of ASB
Customer Communication Calendar
We have set up a communication calendar for items being sent to more than one person. These are checked by Comms and the CCC.
Direct Debits
Customers can now set up their own Direct Debit through my.account
Shared ownership listening sessions
We have been holding listening sessions to find out what is important to shared owner customers
The new website
Customers gave us their feedback as we designed and built the new website
