Compliments and Complaints | April to September 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 September 2025, the Group received:
• 415 complaints, of which 138 were resolved at point of contact
• 134 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 were experiencing anti-social behaviour (ASB) in Leyland.
We are continuing to monitor this area very closely and are working with the Police to look at conducting further enforcement actions with tenants who continue to cause ASB.
• You said we needed more Progress Lifeline Emergency Home Responder colleagues to deal with the volume of requests for the service.
So we recruited an additional six Emergency Home Responders.
• You said that it wasn’t clear what the remit was of our Progress Lifeline Emergency Home Responder service.
So we have updated our website to make it clearer for new customers as well as introduced a script colleagues follow when discussing the service to social workers or potential new service users.
• You said that at times, our Progress Lifeline colleagues were not always as professional as they should be.
All colleagues have now attended the RAMP (Resolve the issue, Adapt our service, Make it easy, Proactive communication) training which included a training session on soft skills and why these are essential when dealing with customers.
• You said our shared ownership resale documents were confusing, so we have made them clearer
Compliments
"I would like to make you aware of the fantastic workmanship I have recently experienced from members of your team. I have recently had a new boiler and radiators fitted at my address, the team that did the work were absolutely wonderful. The job when completed was perfect. They were a pleasure to have in my home, everything was left clean and tidy, and on score of 0 to 10 they were most definitely a 15."
Our Area Housing Officer worked with Key Unlocking Futures to provide support to a tenant: “The service I have received is fantastic. Both have been an enormous help guiding me through the downsizing process with empathy and care. I feel that a burden has been lifted, and my mental health has improved.”
"Thank you to the plumber who attended to fix my water heater. I am very happy with the workmanship and the promptness in which he attended."
"Our domestic is very helpful. Nothing is ever too much for her to help others. She deserves a medal.”
"The repairs operatives did a brilliant job. They informed me of what was going to happen and I was very happy at how clean and tidy they left the job."
"The plumbers were very professional and efficient. They took great care in not causing any damage to my furnishings, and left my home perfectly clean and tidy. They were courteous, considerate and caring."
- 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