You said, we did

You said…
•    tenants moving into new developments requested open plan flats – kitchen/diner/lounge
We did…
•    we will include open-planned areas on all future specifications where possible
 
You said…
•    the positioning of electric vehicle charging points meant they risked getting damaged
We did…
•    this feedback will inform future installation and design of new developments
 
You said…
•    you have found it difficult to live on a site where building work is still ongoing
We did…
•    we appreciate this feedback and will ensure that information is provided to new tenants when building work is ongoing so that they know what to expect

•    our Tenants’ Voice – Improving Services group gave some recommendations which have changed the way our Planned Works Team measures and schedules kitchen work. The tenants suggested that instead of measuring all kitchens at the beginning of the programme, we should measure them in batches. This allows tenants to feel more in control and updated on installation timescales
 
•    repairs – You told us you couldn’t have routine repair jobs carried out during the day because you were working, so we started a trial of having appointments available after working hours

•    following feedback, we are working with our contractors to improve our no-access procedure across all repairs and maintenance services. This will help us to provide a better service and give tenants clearer information on what to expect. We have also made changes to our Contractor Code of Conduct, liaising with our Tenants’ Voice - Improving Services group. The changes include a new section on cold calling and contractors contacting Property Services if they cannot make appointments, rather than turning up unannounced
 
•    following feedback about the Progress Living accommodation looking tired and outdated, we started a programme of refurbishments in 2024/25. This has involved full redecoration with a modern theme, new flooring, bedding, curtains, and replacement of old notice boards for whiteboards. We have held two open days for current tenants and potential new customers and received lots of positive feedback about the refurbishments
 
•    we have rolled out some improvements to our website, including a new A-Z directory of services, more accessible tenancy information in our resources centre, a new menu to help navigate the site, and a new information page with support for reasonable adjustments and accessing services
 
•    following feedback from Progress Lifeline customers about waiting times for our Emergency Home Responder (EHR) service, we can now track where responders are so we can give customers an estimate of arrival times. This has resulted in a better service, as well as reduced waiting times

“When I felt overwhelmed and unsure where to begin, my Area Housing Officer came out weekly, offering practical assistance to make achievable action plans. I feel a sense of pride in my home and I’m incredibly grateful for her role in helping me reclaim my space and my peace of mind.”  

A joiner was complimented for his support and reassurance towards a tenant. 

“The electrician was so professional and hard-working, and did a fantastic job at a high-quality level and I was impressed.” 

“I would like to thank my Area Housing Officer. Your help, support and input has helped me feel safer in my home. Thank you.” 

“I am absolutely delighted with my new kitchen. I cannot praise your teams enough. They could all see that I was not well and asked after my health daily. They worked on my home for over 1 week but also showed empathy and compassion and kept the noise and dust to an absolute minimum.” 

 “I just want to say to you and all the people involved in the process a big thank you! You are amazing by doing this so quick and professionally.” 

A tenant expressed her gratitude for everything we do to support her and her husband. They appreciate everyone’s hard work and dedication to helping customers. She said she would be stuck without Progress.  

A tenant praised two electricians, saying they were lovely and accommodating. They had a great attitude and nothing was too much trouble. They carried out the job very efficiently and did a great job. 

“The operative did a repairs job and arrived on time, was very polite and friendly, and did an absolutely wonderful job. He also left the bathroom nice and clean after finishing.”

“The operative was very polite and did a great job. The brickies who sorted the fireplace were such lovely lads! They were so good; they explained everything and told me how long they would be, and they left the area tidy.”

“The two lads who were sent to fix my fence were extremely professional, very friendly, and really went out of their way to help me. The job they did was fantastic, and the work was done to a high standard. They are a credit to the company.”

A tenant wanted to compliment independent living coordinators who rang him to see how he was. “That was such a lovely thing to do and shows what caring staff you have."

“Nothing was too much trouble and he took the time to understand and showed compassion. He even called to check we were both ok when he was working in the area.”

“I want to commend the young lady who answered my emergency plumbing call. She was absolutely wonderful, efficient, sympathetic, patient, friendly, and happened to be Scottish, like me.”