Summary of engagement activity – Listening to our tenants is important to us. From January to March 2025, the Customer Voice Team delivered 75 events where tenants can engage with us or have their say. A total of 200 individual tenants attended these activities, with 34 taking part for the first time.
These activities have led to several actions, including:
- Changes to the text messages sent when reporting a repair
- Tenant involvement in the recruitment of Head of Health and Safety
- Test of analogue to digital emergency call equipment
- Recommendations to improve complaints and compliments process
Other activities supported tenants by providing social engagement between all ages, reducing isolation, and supporting with the cost of living.
The activities also made tenants feel more empowered to have their say.
Equality, Diversity and Inclusion annual update – Tenants agreed that the 9 aims of the 3-year strategy are still relevant. The themes for the 9 aims are around communication, data collection and accessibility.
They agreed creating an annual infographic (visual representation of information) and a full written report every 3 years would be more cost effective.
Tenant Annual Review – Tenants discussed this year’s Tenant Annual Review in terms of its content, format, accessibility and how it should be distributed.
Lived experience – Tenants discussed the importance of lived experience amongst Progress colleagues. Around 30% of colleagues have experience of social housing, helping to reduce stigma and develop stronger relationships with tenants. We want to help our colleagues share their experiences with other colleagues to further our understanding. One of the tenants highlighted how useful she has found these shared stories for her own development.
The next Tenants’ Forum meeting will take place on Monday 4 August 2025 at Sumner House, King Street, Leyland, 1.30pm – 3.30pm. Tenants can also join via Microsoft Teams. The meeting will focus on Customer Voice.
If you would like to find out more or would like to book a place please contact the Customer Voice Team at community@progressgroup.org.uk, call Diane on 07870 900991.