Complaints and compliments - April 2024 to March 2025

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

From 1 April 2024 to 31 March 2025, the Group received:

  • 1,080 complaints from our tenants –501 were resolved at point of contact
  • 232 compliments from our tenants.

These figures include our independent living, general needs and RWP supported living tenants, Progress Lifeline, Progress Futures, Progress Living, shared ownership, supported housing and leasehold customers. 

Please note: Other reports and figures, ie our annual review of complaints, may show different figures as this includes complaints related to low-cost rental accommodation as defined within the Tenant Satisfaction Measures. 

 

You said, we did:

  • 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  • Following feedback about the Progress Living accommodation looking tired and outdated, we started a programme of refurbishments in 2024/25.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 white boards. 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.

 

  • We listened to tenant feedback and we have added new areas to our walkabouts, including Fleetwood, Garstang, Longridge and Cottam.
    Our walkabouts aim to ensure the local area looks appealing and functions well, and to solve any problems.

 

  • 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.  

 

Compliments

·         “Fantastic housing association. It is a lot cheaper rent than private rented and always on the ball with repairs.”

·         “I wanted to give feedback to say how pleased I am with repairs and the tradespeople that completed them. The repairs themselves are faultless. The tradespeople are very courteous, pleasant and patient, as I have mobility issues so am slow to answer the door. The repairs were carried out with minimal disruption, as quickly as possible and to a very high standard.”

·         “I am happy with my new windows installed. Compliments to the team who installed them. I honestly can’t praise them enough. Quiet, efficient, courteous and they cleaned up really well after they finished.”

·         “The grounds maintenance contractor was very polite and professional, and nothing was too much trouble. Leaves and rubbish have been swept up and cleared and bushes trimmed back. The grounds are looking very neat. I am very happy with the work completed.”

·         “Thank you to the three operatives who attended to recent repairs - they provided an absolutely brilliant service.”

·         “Thanks to your feedback team, who called us back and was so understanding and helpful. We appreciate everything you’ve all done for us.”

·        Compliment for an area housing officer. When a tenant was worried about losing her home due to medical conditions, our area housing officer worked with our Tenancy Sustainability Team and other external networks to provide support. The tenant said: “Following their visit, I am not worried anymore and got out of bed singing.”

·        The plumbing and heating engineers were really efficient and cleaned up after themselves. They looked after everything and we would like to thank them so much for all their hard work. I gave them good feedback from a previous job too, so this compliment shows that their good work is consistent.”

 

 

  • 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, www.housing-ombudsman.org.uk

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Progress Housing Group