Your feedback, compliments and complaints
Your feedback is really important to us and we remain committed to responding to all complaints in a reasonable timescale and in line with our current service standards where possible.
We are responding as a Group to the impact of coronavirus and the wellbeing of our customers and staff is our priority which means that we have had to change our ways of working to accommodate this.
We will keep you informed of the status of your complaint and apologise if on occasion our response may take a little longer than usual, we appreciate your patience and cooperation at this time. For updates on the Group's response to coronavirus, please check our web page here.
Whether it's a compliment or a complaint, we'd love to hear from you so we know what we are doing right and so we know what we could be doing better.
Progress Housing Group is committed to providing our customers with high quality services and we want to know if we have got something wrong so that we can put things right. If customers are not happy with the quality of the service they receive, or the way they are treated by our staff or our contractors, they have the right to complain.
If you would like to make a complaint via our website, or if you are happy with something we have done and want to give us a compliment, please click here and complete and submit the feedback form.
We will use this information to improve our services.
If you give us a compliment we will let the staff members involved know about your positive feedback and appreciation.
We define a complaint as: “Where a customer is dissatisfied with the service they have received from Progress Housing Group, or one of our staff or contractors, and want us to respond or take action.”
For example, if a customer is upset about the attitude of a member of staff, or if they feel a service standard has not been met, they can make a complaint.
We do not class any of the following as a complaint or service failure:
- An initial request for a service
- A request for information
- A request for clarification of our policies or procedures
- A request for an explanation about something (although this may result in a complaint being made)
- An anti-social behaviour (ASB) complaint.
Customers can make a complaint in any of the following ways:
- In person
- Web chat
- Via the website
If you would like to make a complaint via our website, please complete the form below.
The Complaint Resolution Process
Progress Housing Group acknowledges that sometimes we get things wrong or don’t meet the high levels of service our customers expect.
We want to ensure that we resolve any customer dissatisfaction or complaint as quickly as possible and have therefore developed a simple process for resolving complaints. This process adheres to the principles outlined in the Housing Ombudsman Service Advice & Good Practice regarding complaint resolution.
When you first contact us with your complaint this will either be recorded as an Early Resolution Complaint or a Formal Complaint.
All new complaints will be recorded as an Early Resolution Complaint unless it is about a staff member or one of our policies, when the complaint will be recorded as a Formal Complaint.
A Team Leader or Service Manager from the relevant service area will investigate your Early Resolution Complaint and try and resolve the issue to your satisfaction within five working days.
If your complaint requires extensive investigation or actions and will take longer than five working days to reach a resolution, we will contact you to explain the reasons for this.
We will also keep you updated throughout the process. If you are unhappy with the resolution offered at this stage you can request the complaint be escalated to a Formal Complaint.
All new complaints about a staff member or one of our policies will be recorded as a Formal Complaint. A Team Leader or Service Manager from the relevant service area will investigate your Formal Complaint and will respond to you in writing within 10 working days.
Formal complaints that began as an Early Resolution Complaint, where you have been unhappy with the resolution offered will be investigated by a Service Manager who was not involved in the Early Resolution stage of the process. They will further investigate and review the decision made at the Early Resolution stage and respond to you in writing within 10 working days. If you are unhappy with the outcome of this you can request that your complaint be escalated to the Review stage of the process.
At this stage of the process your complaint will be investigated by a Head of Service who has not been involved in any earlier investigations into your complaint.
The Head of Service will aim to respond to you and reach a resolution within 10 working days.
Where further extensive investigation or actions are required, and this will take longer than 10 working days to reach a resolution, we will contact you to explain the reasons for this. We will also keep you updated throughout the process.
If you are still unhappy with the resolution offered following a Review, you can request that your case be reviewed by an Operations Director. If we feel that we have fully investigated the matter at this stage we can refuse this request. If this is the case, we will contact you in writing explaining the reasons for our decision.
If you wish to submit a complaint to us anonymously, you can do this by any of the means already mentioned. We will investigate this, and take action where required, although will be unable to formally respond to this.