Tenants' Voice - Improving Services update June 2025
Our Tenants’ Voice – Improving Services group met in June. Here is a summary of what they talked about.
Out of hours service: The out of hours policy will be updated once we complete the pilot for extended hours for appointment times (8am to 6pm Monday to Friday and Saturday mornings) and options to make this a permanent change are considered. This is expected to happen in the autumn.
Planned maintenance: Work is ongoing to provide more information to tenants about what to expect when planned works like new kitchen and bathroom, are carried out in their home. Tenants approved the format for written information to be provided in advance of works and to be available on the website.
Communication review: Our contractors have signed up to the customer service principles of RAMP (Resolve the issue, Adapt our service, Make it easy and Proactive communication). Tenants discussed the Customer Access Strategy which highlighted all the different communication channels tenants have to share feedback. These include our Customer Contact Centre, transactional surveys, TSMs (Tenant Satisfaction Measures), scrutiny reviews, and making complaints and compliments.
Aids and adaptations: Members were happy with changes made to letters more tenant friendly regarding permission to make adaptations to properties.
Communal areas: Work is ongoing to make sure all communal areas have up-to-date information on how to report issues and options to report issues digitally.
Complaints and compliments: Tenants have completed their review and made eight recommendations to improve information on how to make a complaint or compliment and promote the changes made following feedback.
Engagement with RWP: Tenants discussed how they would work with RWP tenants for their next review.
Tenants also talked through their annual impact report and looked at the latest TSMs and performance data.
- The next meeting will take place on Tuesday 2 September, from 1.30pm until 3.30pm in person at Sumner House or online via Microsoft Teams.
If you would like to find out more or would like to book a place, please contact the Customer Voice Team at community@progressgroup.org.uk, or call Diane on 07870 900991.