Customer Promises

We promise to keep your homes well maintained and safe.

We will measure this by:

• % of homes not meeting the Decent Homes Standard 
• % of gas safety checks completed
• % of fire safety checks completed 
• % of investment in existing homes (target provided at Group level)
• Average energy performance certificate (EPC) rating
• % of satisfaction that the home is well maintained (updated annually at year end**)
• % of satisfaction that the home is safe (updated annually at year end**)

We promise to work with you and other agencies to keep your community / neighbourhood safe and well maintained.

We will measure this by:

• % of reinvestment in new properties and existing stock (target provided at Group level)
• Number of anti-social behaviour cases per 1,000 homes
• % of satisfaction that Progress Housing Group makes a positive contribution to neighbourhoods (updated annually at year end**)
• % of satisfaction that communal areas are kept clean and well maintained (updated annually at year end**)
• % of satisfaction with approach to handling anti-social behaviour (updated annually at year end**)

We promise to be respectful and supportive at all times and involve you in improving services.

We will measure this by:

• Number of people supported via Progress Futures
• Number of complaints per 1,000 homes 
• % who agree they are treated fairly and with respect (updated annually at year end**)
• % of satisfaction that your views are listened and acted upon (updated annually at year end**)
• % of satisfaction that you are kept informed about things that matter to you (updated annually at year end**)