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Make a compliment and complaint

Our top priority is to deliver a high-quality service to all of our tenants and customers, and it is great to hear when we are.

However, we do know that sometimes things may go wrong. We want you to tell us if this happens so we can put things right. That way, we can correct any issues, not just for you but for others too. We’ll always do our best not to make the same mistake again.

We are always grateful when you tell us when we get things right or when you feel there could be room for improvement to know how we are doing.

Make a compliment or complaint

You can make a compliment or complaint by logging into your online tenant account.

Log in to your online tenant account - sign up or log in here.


Our friendly team is available to help you quickly if you would like to make a compliment or complaint.

(Open the chat window bottom right - available 8am - 6pm, Monday to Friday.)


We like to keep our phone lines free for tenants reporting emergencies so that we can help them quickly.

However, if you need to speak to us about a complaint or compliment, call us on 0333 320 4555.

Lines are open between 8am and 6pm, Monday to Friday and outside of these times for emergencies.

If you are suffering harassment or threats of harm, then you should report it to the police straight away. If you fear for your safety, report the incident to the police by dialling 999. Call 101 or report it on the police website to report a non-urgent incident.

You can make a compliment or complaint in person or write to:

Progress Housing Group
Sumner House,
21 King Street,
PR25 2LW

8.30 am to 4.30 pm, Monday to Friday.

For other offices, please click here. 

You can also tell a colleague who will log it on your behalf.

Other organisations that help if you are thinking of making a complaint or have already submitted one and would like some further advice, these organisations may be able to help:

  • Your local councillor/MP - You can access local councillors/MP information.

  • Citizens Advice Bureau - You can find your local Citizens Advice Bureau details by phoning 0800 144 8848 or by visiting Relay UK - if you can’t hear or speak on the phone, you can type what you want to say 18001 then 0800 144 8884

  • Regulator of Social Housing - For more information, visit

How we manage feedback

We have three categories for the various types of feedback:

1. Compliments
You are happy with something that we have done and want to let us know to keep doing more of it and let colleagues know you have appreciated the service.

2. Complaints
You are dissatisfied with a service you have received from us and would like your complaint investigated further.

You would like to comment on the services we provide and suggest how we can improve.

We have a complaint and feedback procedure that we follow:

Stage One

We will aim to record and acknowledge your complaint within five working days. A dedicated case handler will investigate your complaint and aim to respond to you in writing within 10 working days. If we cannot provide you with our response within this time, we will contact you, explain why, and confirm when you can expect a response.

Stage Two

There are some exceptions to a complaint progressing to Stage Two. If your complaint falls under these exceptions, we will ensure that you are advised of this, and we will guide you on your next steps. We will aim to progress and acknowledge your complaint within two working days. A manager will review your complaint and aim to write to you within 20 working days. If we cannot provide you with our response within this time, we will contact you, explain why, and confirm when you can expect our response.

We are committed to making sure that our homes are safe, secure and well-maintained; we always ask that you contact us first to enable us to deal with any issues or allow us to put things right.

If you live in social housing, you can find out more about your rights by visiting socialhousingcomplaints.campaign

Know the steps to get an issue fixed.

Step 1. Please report it to us first. Then, if it is not fixed...

Step 2. Complain through our complaints process, and if you’re unhappy with our final response...

Step 3. Escalate your complaint to the Housing Ombudsman.

The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action.

The Housing Ombudsman Service is contactable via:

Complaint form: Fill in the online complaint form


Phone: 0300 111 3000

Phone lines are open Monday to Friday, 9am to 5pm.

Write to:
Housing Ombudsman Service
PO Box 1484
Unit D


The Local Government and Social Care Ombudsman (LGSCO) is contactable via:

The Local Government and Social Care Ombudsman
PO Box 4771

Tel: 0300 061 0614


You can find information and the contact details for the nearest service at

We are committed to delivering high-quality services that consistently meet our service standards. However, we recognise that the level of service provided occasionally may result in inconvenience and/or loss to our tenants or customers. In these instances, we may consider making an offer of goodwill/compensation, should it be appropriate. We will consider each case on an individual basis.

We're committed to meeting the requirements of the Housing Ombudsman's Complaint Handling Code.

The Housing Ombudsman is a free, independent and impartial organisation which resolves disputes between tenants and landlords. It enables landlords to resolve complaints quickly.

We carry out regular self-assessments to make sure that we are complying with the Housing Ombudsman code and to make sure we learn from customer feedback to improve our services.

Learn more about the Housing Ombudsman on their website.

The Housing Ombudsmen Code sets out 'musts' (mandatory) and 'shoulds' (discretionary) requirements for complaints handling.

Click here to view our self-assessment.

We support the Government's Make Things Right campaign to ensure that everyone knows their rights and knows how to complain if they have an issue with their home. 

"your feedback is important to us"

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