As a customer of Progress Housing Group you can expect to receive a friendly and helpful service. Whenever you contact us, for whatever reason, we want you to feel that you have been treated with respect and that your query is important to us.
Promise 1
We promise to make our offices accessible and welcoming by:
- Providing a relaxed and friendly environment
- Making our services accessible to disabled people and those with a sensory impairment
- Providing interview rooms where you can discuss things in private
- Displaying information about our services
Promise 2
We promise to make communication with us as easy as possible by:
- Aiming to reply to you in your preferred method of communication
- Writing or speaking to you in plain language
- Providing different communication methods such as audio recordings, sign language, interpreters, home visits, large print, Braille, pictures and pictograms
- Providing an interpreter where English is not your first language
Promise 3
We promise that our staff will respect and value you by:
- Identifying themselves by name
- Treating everyone fairly and taking account of individual needs
- Respecting confidentiality
- Respecting your home
- Offering a choice of morning or afternoon appointment for repairs inspections
- Arranging an appointment for all other visits and keeping to within 15 minutes of the arranged time
- Having a feedback process in place so that you can complain, praise or make suggestions
Promise 4
We promise to respond promptly to you. Our targets are to:
- See you within ten minutes when you call into our office
- Answer 85% of phone calls within 20 seconds (about five rings)
- Respond to messages within two working days
- Reply to letters within five working days and give a time scale if we are going to take longer to answer your query fully
- Reply to emails and web communications within five working days
Promise 5
We promise to keep you informed and involved by:
- Providing an information pack to all our new tenants and leaseholders
- Distributing newsletters to all tenants regularly and involving them in helping to produce the newsletters
- Involving Progress Care customers and/or advocates and encouraging them to become Board Members and sit on tenant involvement panels
- Publishing a Tenant Compact and encouraging New Progress customers to be involved
- Carrying out satisfaction surveys and using the feedback to improve services
- Publishing service standards and targets for our key service areas such as repairs and applying for a home
What we expect in return:
We believe in mutual respect. This means that we will treat you with courtesy and respect but we also expect the same sort of treatment from you. We understand that you may be angry, upset or frustrated when you contact us but you can help us by:
- Treating our staff with courtesy and respect and not behaving in an abusive, threatening way or using foul language
- Letting us know if you need to cancel or rearrange an appointment
- Giving us the information we need to help you
- Telling us about changes in your circumstances that may affect the way we can best meet your needs
- Allowing access to your home to carry out routine and emergency repair work
- Complying with the terms of your Tenancy Agreement
- Participating in satisfaction surveys and giving us feedback on our services so that we can continuously improve them
