Complaints and compliments | April to June 2025

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

From 1 April to 30 June 2025, the Group received:

• 193 complaints, of which 77 were resolved at first point of contact
• 63 compliments 

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. 

You said, we did
You said
You wanted to make it easier to explain what electrical faults and issues needed repairing
We did
Our electricians are visiting tenants’ homes to make it easier to diagnose what is required rather than asking tenants to describe issues over the phone. 

You said
You wanted better communication when contacting you about gas servicing, especially to recognise when you have made contact with us to re-arrange your appointment.

We did
As part of our commitment to supporting the work of Stop the Social Housing Stigma, we have reworded the letters that are sent when making arrangements for gas servicing. This acknowledges that tenants may have contacted us to reschedule an appointment rather than assuming they had missed it. 

Compliments

• A tenant wanted to give a compliment as he is very happy in his property and thinks we are a great housing association.

• “I would just like to say how pleased we are with our tenancy. It has completely altered our lifestyle from the walk-in shower to parking nearby our property. I have always believed in good provision of social housing and consider ourselves fortunate to be in this property. We would just like to thank everyone at Progress for all you do.

• “I am always really pleased with the service I receive from Progress. Every time I call up, everyone is really pleasant and so are the workmen who visit the property.” 

• “I would like to thank the Nurture Group who the cut the grass. I had a difficult morning and was feeling fed up. A single poppy had appeared on our front lawn. I don't know where it came from. Whoever cut the grass left the poppy standing in the middle of the lawn and it really made me smile. So thank you.”

• “When you report something they do always come out and carry out job, always look after you. All the workmen that come out are great and I can trust them to do the job and clear up.”

• “I would like to thank my housing officer for all the help she has given us over the past 18 months or so. We are settling in now and everything is wonderful. It is a lovely home and we are so grateful to you.”

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, www.housing-ombudsman.org.uk