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: 30 March 2026
Some of you said how we displayed rent charges and services received in my.account, our online customer portal was causing confusion.
We listened and have been able to make an update to my.account to ensure it is displayed correctly for those customers affected.
You said you were getting an error message logging into my.account, your online customer portal.
Working with the Customer Service Improvement Panel, our IT development team has fixed and tested this issue.
You said we took too long to investigate anti-social behaviour (ASB) and you had to keep chasing us.
We continue to develop the way we manage ASB. Most recently the team has been trialling a new risk assessment and action plan which is given to the customer following a report of ASB. The assessment and plan confirms exactly what actions will take place, who will do them, and when.
You said operatives were having to leave before completing repairs due to lack of time.
We have reviewed jobs codes and ensured that different types of repairs have the correct amount of time allocated to them. Training has also been provided to our Customer Communications Centre team to ensure the repair is diagnosed correctly, helping us to book the right amount of time for a job.
You said on occasion you were provided with incorrect information in relation to who was responsible for repairs.
We have reviewed our Repairs Policy with customers and Customer Service Improvement Panel feedback to allow more repairs to be carried out by bpha, the policy is now clearer and the website has been updated too. Colleagues have been given training to make them aware of the changes.
You told us that sometimes we didn't check our service guidance* to ensure we were supporting you in the best ways we could.
We have reviewed how service guidance records are kept on customer accounts and made changes to make it easier for colleagues to understand. We are also reminding all colleagues where to find this information and trying to make it easier to access on different systems.
*Service guidance is where a customer might need us to treat them slightly differently, such as waiting longer for someone to answer due to health condition or following phones with emails. You can find out more in our reasonable adjustment policy.
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.
