Our Tenants' Voice - Improving Services group tells us about reviewing our customer engagement:

We chose to review customer engagement at the end of the year in 2020. However, it proved to be a much bigger review than usual and took several months to complete.

We used the National Housing Federation’s Together with Tenants Charter to review the customer engagement offer provided by Progress Housing Group.

The charter covers six areas:

  • Relationships
  • Communication
  • Voice and influence
  • Accountability
  • Quality
  • When things go wrong

We found that Progress Housing Group complied with all six areas of the charter to a high standard and that there are many opportunities for tenants to collectively or individually communicate and share their views with the Group.

In our report, we made 17 recommendations to help drive further improvement for tenants.

Since we completed the review, all recommendations have now been implemented by the Group,

These include:

  • Supporting the national tenant-led campaign Stop Social Housing Stigma (a national tenant-led campaign)
  • Creating an accessible customer contact charter
  • Introducing a pictorial guide of a tenancy agreement for independent living and general needs tenants
  • Creating a “You said – We did” feedback tool.

Diane Nash, Progress Involvement Manager, tells us what she thought about the review.

This was a massive scrutiny review. It was really six reviews in one as each area of the Tenants Together Charter was scrutinised. Our volunteer tenants put a lot of time and effort in reviewing documents and meeting up virtually, as we managed to carry on with the review during Covid restrictions. A massive thank you goes out to everyone involved. Diane Nash, Progress Involvement Manager