Comment: BPHA

Mark Earle, Head of In-House Maintenance Service, bpha

At bpha we’re in the process of bringing our repairs and maintenance service in-house. We believe doing so will improve the repairs and maintenance service for our customers.

One of the things I love about being part of bpha is that we don’t just work by our values. We live by them. Across the business, colleagues are passionate about improving the customer experience and helping people to love where they live.

The main engagement most customers have with us is through our repairs service. We manage over 19,000 homes. Keeping them all safe, warm and in great repair has a huge impact on how customers rate their overall experience when dealing with bpha.

Bringing our repairs and maintenance service inhouse means that when our customers report a repair, it’ll be undertaken by a bpha colleague, who lives by our values, and puts customer satisfaction at the heart of everything they do.

During the last 12 months, we’ve consulted with customers extensively. We asked about their experience and how they wanted it to improve. In designing our service, we’re incorporating feedback to ensure it delivers what our customers have told us they’d like.

Over the next few months, we’ll be ordering the fleet, tools, equipment, and IT that our in-house team will need to enable them to work effectively and efficiently.

This includes building on the strength of the bpha brand to make sure our customers instantly recognise our trade colleagues in the field.

Trust lies at the heart of everything we do. When people meet our team in the field or see our vans in the communities we serve, we want them to feel assured that their jobs and the homes they live in are in safe hands. We’ve consulted with both colleagues and customers to ensure our new livery and uniforms make the right statements about the reliability and integrity of bpha and the work we do. This open, collaborative approach underlines how we’re working with all stakeholders, partners and customers to deliver the right services for people. Following the appointment of Totalmobile as supplier of our new repairs and maintenance job management system, we’ll be engaging with various colleagues across the business to ensure “Bringing our repairs and that our technology maintenance service in-house means meets the challenge that when our customers report a of providing repairs service excellence to repair, it’ll be undertaken by a bpha our customers and colleague, who lives by our values, and improves the way we puts customer satisfaction at the heart communicate with of everything they do” them. And we’ve selected Travis Perkins as our buildings merchant, providing the materials and products we need to undertake repairs. We’ve recently appointed a commercial manager and are currently recruiting an operational mobilisation manager, who will strengthen our mobilisation team and ensure we’re ready for the go live this autumn. This is a big project. And a complex one. But we know this will positively transform the customer and colleague experience massively.