If you are not happy with something, tell us. You should complain if you feel we that Progress Care or Lovell Respond have:
- Not done something we should have
- Treated you unfairly or impolitely
- Done something we should not have done
- Done something badly
Who can complain?
Tenants or anyone else who is unhappy with our service can complain. You may want someone to help you make your complaint. This could be a friend, relative or support worker.
You can download a copy of our complaints leaflet below.
Informal complaints procedure
Some people don’t want to make a formal complaint. They prefer to tell us by phone or face to face If you choose to keep your complaint informal we will still listen to you and try to put right whatever it is that you are not happy about.
Formal complaints procedure
If you choose to make a formal complaint you can do this in whatever way is easiest for you.
STAGE 1: How to make a formal complaint
You can telephone Progress Care Housing Association’s offices:
Telephone 0845 241 6041 or Progress Housing Group’s Head Office free customer care number: Telephone 0800 731 9344
You can write to:
Progress Care Housing Association
FREEPOST PR1457
Leyland
PR25 2LE
You can complete an online form
You can visit our offices in Leyland, Lancashire
What if you are still not happy?
You can write to:
The Managing Director
Progress Care Housing Association
FREEPOST PR1457
Leyland, PR25 2LW
The Managing Director will reply to you in writing within 5 working days after receiving your second stage complaint.
STAGE 3: If you are still not happy
You can write to:
Progress Care Housing Association’s Complaints Panel:
Progress Care Housing Association
FREEPOST PR1457
Leyland, PR25 2LW
The complaints panel will reply to you in writing within 5 working days after receiving your letter.
STAGE 4: If you are still not satisfied, you can write to the Independent Housing Ombudsman:
The Independent Housing Ombudsman
Norman House,105-109 Strand
London, WC2R 0AA.
Tel: 020 7836 3630
The Independent Housing Ombudsman is the person who governs the activities of Housing Associations like Progress Care Housing Association.
The Ombudsman will want to make sure you have already followed our complaints procedure.
