Tenants' Voice - Improving Services update | September 2025
The Tenants’ Voice – Improving Services group met in September to talk about how services can be improved. Here is what they covered:
• Transfer of Engagements (Changing landlord name for supported living tenants) - All supported living homes and contracts will move from Reside Housing Association to Progress Housing Association. Progress Housing Association will become the official landlord. Other than the change in landlord, tenants will not see any changes in service delivery, but we must let them know by law. The group talked about how to explain this clearly.
• Out of Hours Repairs - Five out of six recommendations are complete. The trial for Saturday morning repair calls will continue until the end of September.
• Planned Maintenance - Six out of eight recommendations are complete. We are working on making our website information clearer about what tenants can expect. The Repairs and Maintenance Policy will soon include support for tenants with specific needs (known as reasonable adjustments)
• Communication - Four out of six recommendations are complete. We have launched our Reasonable Adjustments for Tenants project to improve communication for tenants who need extra support. We are also planning a survey to check how well digital communication works for tenants.
• Communal areas - Work is still in progress. We have made website information easier to understand and posted cleaning schedules in buildings.
• Complaints and Compliments - Three out of eight recommendations are complete. We have added clear instructions on how to make a complaint in different formats on our website.
• Tenant Satisfaction Measures - Tenants reviewed feedback from satisfaction surveys. You can read more about this here: Our approach to the Tenant Satisfaction Measures | Progress Housing Group
What is next? The next topic the group will look at is engagement with our supported living RWP tenants.
• Next meeting - Wednesday 3 December,10.30am to 12:30pm. The meeting will be in person at Sumner House or online via Microsoft Teams
• If you would like to join, suggest a topic, or learn more, contact the Customer Voice Team at community@progressgroup.org.uk or call Diane on 07870 900991.