Tenants' Forum

Our Tenants' Forum met in May. Here is a summary of what they discussed:

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.

Our Tenants’ Forum met in August to discuss the theme of Customer Voice.

The meeting focused on how tenants are involved in shaping services and the wider strategy of the Group.

Here is a summary:

Engagement and Activities

Between April and June 2025, the Customer Voice Team held 102 engagement events. These sessions allowed tenants to contribute to important areas such as:

• the Group’s Equality, Diversity and Inclusion (EDI) strategy and action plan

• accessible communications

• the Group’s social value approach

• improvements to the complaints and compliments process

Tenants also helped to recruit two new colleagues for the Group and supported community projects.

Customer Voice Shaping Service Strategy

The forum discussed our approach to putting tenants’ voices at the centre of our decision making.

Consumer Standards

We are continuing to review and consider continuous improvement in each of the four Consumer Standards:

• Safety and Quality

• Transparency, Influence and Accountability

• Neighbourhood and Community

• Tenancy

Members suggested inviting tenants to attend Tenants’ Talk meetings which will focus separately on each standard.

Better Social Housing Review

The Group is responding to recommendations from the Better Social Housing Review, published in December 2022, to examine and improve the quality of social housing. Actions include creating tenant committees, learning from complaints, reviewing repairs procedures, and updating Customer Promises to match the RAMP service style. (Resolve the issue, Adapt our service, Make it easy and Proactive communication).

Transfer of Engagements

We are consulting with some tenants about changing the landlord for Reside Housing Association Limited supported living tenants (RWP) to Progress Housing Association Limited. Tenants are reassured that services will not change as a result.

RWP Tenant Voice and Feedback

Engagement with supported living tenants has increased, with more survey responses and feedback through complaints than was seen last year. Steps are being taken to address repairs and provide better information through the Customer Contact Centre.

Your feedback - surveys

The response rate for transactional surveys improved from 6.3% in 2023/24 to 7.2% in 2024/25. We are pleased to see that repair satisfaction has risen by 4.9%, and complaints overall for the Group have decreased. We will continue to improve communication, colleague handling of complaints, service quality, and response times.

Dates for the diary

• Information session on government consultations: Tuesday 19 August, 10.30am – 3.30pm, at Outram House, St Mary’s Avenue, Walton-le-Dale.

Tenants need to book their place by 12 August by emailing community@progressgroup.org.uk or calling Adrian on 07929789670.

• Next Tenants’ Forum: Tuesday 4 November 2025, 10.30am – 12.30pm, Sumner House, King Street, Leyland (to discuss Health and Safety).