Our Group Complaints Co-ordinator, Coralie, provides insight into our first half of the year.

Between April – September 2021 The Group recorded 131 compliments, an increase of 31% for the same period last year.  We are pleased to hear the compliments that our customers have provided as it helps us understand how we are performing and what we need to keep doing more of! 

Compliments Table

Some compliments received:

 

“I would like to compliment your company and the excellent team who converted my bathroom to a wet room.  They were all very considerate of me , my house , polite, and professional.  Also always careful to ensure my little dog was safe, shutting doors etc. I can’t really put into adequate words how much difference their week’s work has made to my day-to-day life, saying it’s a game-changer doesn’t fully cover it”.

 

“Thank everyone working on Lifeline. She suffered a ruptured bowel, and had it not been for the Lifeline she would not be here today as shortly after pressing her pendant, she passed out. Without the quick response and actions that followed, her daughter would not have known that anything was wrong until she tried to call her Mum later that evening, and that would have been too late”.

 

“The tenant phoned to log a repair and when I asked if there was anything else I could help him with he said only to wish me well and to thank progress for keeping him safe during these difficult times.”

 

“Called to pass on compliments in relation to the new central heating system over the last three days. She would like to comment on the operatives who did the works, they were very good and knew their job inside out, and nothing was too much of a problem. The standard of his work was very good. The radiators and electrics were fitted to a high standard”.

 

“Customer advised Progress has the best customer service team. Every time she rings up, we always seem happy to help and that nothing is too much trouble. Says no one else seems to offer such a friendly service and that the company has recruited a fantastic team. The tenant said she wanted to give credit where credit due and has and wanted to praise how easy it is to ring up and have her enquiries resolved”.

 

“I took part in a meeting with other professionals and family members yesterday. The Progress representative was there in an advisory role for your service. I just wanted to extend my thanks to her. She was really supportive of the family who are feeling the strain of their situation and struggling a little with the systems they are following across a number of services. She was really kind and understanding and offered further help and advice which was really appreciated by us at School and by the family involved.”

 

“I would like to commend the Caretaking Team for transforming a patch of neglected garden into something stunning. A fabulous job well done, what a difference. To the Customer Involvement Team also who orchestrated the transformation, thank you so much, I am sure all the residents will love it. Once again, great job, stars”.

 

Received a great service?   We would like to know about it!  You can contact us by phone on 03333 204555 or email your feedback to enquiries@progressgroup.org.uk