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Complaints and compliments – April 2023 to March 2024

We love hearing from you, whether good or bad, as the feedback helps us to learn and improve our services.

From 1 April 2023 to 31 March 2024, we received:

620 complaints
141 compliments

from our general needs, independent living, leasehold tenants, shared owners, and supported housing customers.

 Some examples of how we have responded – ‘You said, we did’

You said – “We were struggling to access the rear of the building at Orchard Grange, Penwortham, especially when we use scooters.”

We did - We installed a new path to provide safe access and the tenants were really pleased.

You said – “We were really disappointed when our independent living trips were cancelled last minute due to shortage of minibus drivers.”

We did – We organised a recruitment drive for volunteers. We part-funded MIDAS (Minibus Drivers Awareness Scheme) courses in partnership with Preston Community Transport.

This resulted in three new volunteers.



Compliments received:

• “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 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 pay a compliment to 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.”


Find out how to make a compliment or a complaint here: Make a compliment or complaint | Progress Housing Group (


• We are a member of the Housing Ombudsman Scheme and we carry out an annual self-assessment against the Complaint Handling Code.

You can find further information on the Housing Ombudsman, and the code, on its website,

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Progress Housing Group