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: October 2026
You told us sometimes we didn’t let you know if there was a problem with your repair appointment
The scheduling team have recruited new members of the team and put in place clear expectations around what communication is expected when we have to change an appointment. Since implementing this we haven’t received any complaints about this.
You told us people working on our behalf in your homes had left the area untidy
You told us sometimes our operative and contractors were leaving a mess when carrying out repairs. We have implemented training with colleagues and our contractors around our expectations of how a home should be left, to be aware of their surroundings and leave the site the way they found it.
You told us sometimes our gas contractor’s call handlers’ attitude wasn’t as we would expect it
We were receiving multiple complaints about the way TSG call handlers came across when speaking with our customers. Off the back of the feedback TSG has delivered training to all call handlers and we have received no complaints since Jan 2026.
You told us there were delays in resolving problems when multiple bpha contractors were involved in repairs
We were seeing delays with arranging follow-on works when multiple contractors were required.
One improvement we have put in place allows for our gas contractor to go straight to other agreed contractors if they need to work together to resolve a problem, previously this required a sign off step via bpha. This allows joint visits or repairs to be raised faster. We will also look at making similar arrangements with other contracts.
Communal area cleanliness
We were receiving multiple queries around the upkeep of communal areas. We have recently introduced resident inspectors. This team is made up of customers that live in the selected areas where issues were reported and will carry out inspections each month and report back any concerns.
You told us that sometimes you have to wait for refunds
We are aware that refunds sometimes take a while to get back to you. Although we have reviewed the process previously, we have recently changed the team that deals with them. This means if you are a current customer waiting for a refund, you shouldn’t have to wait as long for it to be processed.
You said we didn’t always give the right information when speaking to some teams
We are adding more teams to our genesis telephone system. Although you might not notice a difference with the calls, we will be able to quality check more calls and emails to ensure you are giving given the right information first time.
New Homes Team
Our New Homes Teams are now on our Dynamics CRM system. This means your contact with this team will be more easily available to other colleagues and it gives a clear record of communication meaning CCC will be able to support with updates, and any member of the New Home Team will be able to see all actions. This is a step towards defects being logged and monitored in the same way as a repair which currently isn’t possible.
Customer excellence training
We are starting to roll out customer excellence training within the organisation, focusing on empathy, customer service, and dealing with difficult conversations.
You said told us sometimes you didn’t hear back from us
When surveyors visit homes and identify something that our planned works team would be responsible for replacing, the responsibility of who would get back to the customer wasn’t clear. This has been defined and you will hear back with next steps from the surveyor who visited your home and recommended the work.
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
Heating or hot water issues
We worked with our gas contractors, TSG, who are providing extra training and increased van stock of frequently used parts.
TSG home visits
TSG have delivered briefings and training sessions to reinforce bpha’s expected standards.
Installing EV chargers
The process is now more streamlined to make it quicker and easier for customers.
Moving into an empty property
Our Service Improvement Panel (SIP) have reviewed the process and are working with the team to implement changes.
Repair appointment changes
We’ve improved scheduling, and share feedback in colleague meetings.
Repair wait times
We’ve increased the number of operatives and introduced a Small Works team.
Updates for planned works
Alongside adding more team members, they now make sure cases and mailboxes are monitored at all times.
my.account rent charges display
Information is now displayed correctly for those customers affected.
my.account error message
Working with the Customer Service Improvement Panel, our IT development team has fixed and tested this issue.
Anti-social behaviour reports
We have been trialling a new risk assessment and action plan, confirming exactly what actions will take place, who will do them, and when.
Time allowed for repairs
We have reviewed jobs codes so different types of repairs have the correct amount of time allocated to them.
Incorrect repairs responsibility information
We have reviewed our Repairs Policy to allow more repairs to be carried out by bpha, and the website has been updated too.
Service guidance
We have reviewed how service guidance records are kept on customer accounts and made changes to make it easier for colleagues to understand.
