If you want to help improve your housing association, home or community then this is the place to find out how to do it.

Tenant inspectors

Our tenant inspectors play a vital role in checking the quality of the services that we provide. They carry out regular mystery shopping by phoning, visiting or writing to us to ensure that we are meeting our service standards.

We also have green inspectors, voids inspectors, repairs inspectors and sheltered inspectors.

Tenant inspectors work on a rotational basis and usually only carry out one inspection per quarter.

We are always on the lookout for more tenant inspectors and we offer training to any tenants who want to help with this important work.

If you would like to become a tenant Inspector please contact our Progress Opportunities Team.

Mystery shopping

To continuously improve our customer service, we invite customers to give us constructive feedback by mystery shopping telephone calls made by customers to Progress Connect. Find out more here.

Click on the arrows on the right to view the reports.

Scrutiny Pool

The Scrutiny Pool is made up of tenants from across the Group. It completes reviews on different areas of the organisation to identify what we do well and make recommendations for improvements in areas where we could do better.

The Pool undertakes a range of activities including surveys, call listening and interviews with staff. Members then meet with staff to discuss their findings and produce action plans to implement their recommendations.

For more information or to become part of the Scrutiny Pool, please contact our Progress Opportunities Team.

Click on the arrows on the right to view the minutes, reports and action plans. 

Surveys and web feedback

We carry out regular surveys to ensure that we are providing the best possible service on topics ranging from housing management to customer satisfaction.

To sign up to receive surveys, please contact the Progress Opportunities Team.

By responding to our surveys and offering your views on what we are doing well and where we could do things better you will help to ensure that we continue to improve.

You could also tell us how we’re doing online by clicking here.

Estate walkabouts

Your community housing officer or estate caretaker carries out regular walkabouts in your neighbourhood. The purpose of these is to make sure that local areas look appealing, are functioning well and that any problems are put right.

We think it is important that our tenants and community housing officers have strong relationships and we encourage you to take part in a walkabout if you want to raise an area of concern.

Please click here to find out when walkabouts for your estate take place.

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