Coralie is our Group's Complaints Co-ordinator; her role within the Group is to ensure that any complaints that the Group receives are monitored in line with our Complaints
and Feedback Policy and processes.

Here Coralie explains our updated Complaints and Feedback Policy.

Why do we have a complaints and feedback process?

We have a process to ensure that all our customers are treated fairly and consistently. It also helps us make improvements to the services that we provide to our communities.

Who is covered by the Complaints and Feedback Policy?

Our policy covers anyone that has received a service from Progress Housing Group or third parties acting on our behalf.

Why have we reviewed our Complaints and Feedback Policy and procedures?

The policy and procedures have been reviewed to ensure that we investigate and respond to feedback in the quickest time possible and ensure that we are acting in line with the new Housing Ombudsman Complaints Handling Code. We have reduced the number of stages
to our process to avoid any delay in responding to our customers.

How are colleagues informed of the Complaints and Feedback Policy?

Training is provided regularly to colleagues across the Group on managing, investigating and
resolving complaints. We feel that every colleague’s responsibility is not just to ensure that the policy is followed, but also to take steps to avoid complaints being received as we want all of our customers to be satisfied with what we do.

What is the new complaints process?

Our new process consists of two stages, see next page. You can also find out more on our website, www.progressgroup.org.uk/your-feedback

How often is the Complaints and Feedback Policy reviewed?

It is reviewed every three years or when any changes are needed due to regulatory requirements. However, we are constantly looking for ways to improve our services.

Coralie, to who do you share all the feedback we receive?

I provide quarterly reports to our board, the Senior Leadership Team, customers and colleagues. This includes the lessons that we have learnt and the actions that we
have taken to make any service improvements.

Do you have any examples of lessons learnt?

Yes, we received feedback that a tenant had difficulty arranging an emergency repair outside of regular office hours. Our Control Centre has now allocated two colleagues specifically to deal with the incoming landline calls throughout the day and outside normal office hours.

We also received feedback that there were delays in completing gas repairs due to additional parts being required. The Gas Team have completed a review of the stock carried in their vans and have increased the variety of parts carried to aim to complete a repair the first time.

Complaints and compliments

The total number of complaints received for 2020/21 was 529, and we responded to 87% of
these complaints within our target timescales. We also received 272 compliments. Further details of our self-assessment can be found here www.progressgroup.
org.uk/feedback-performance

How to make a complaint or provide a compliment

Contact us by:

  • Calling 03333 204555 or by live chat at www.progressgroup.org.uk, Monday to Friday 8am - 6pm
  • Emailing enquiries@progressgroup.org.uk
  • Submitting an online form www.progressgroup.org.uk/feedback
  • Writing to us at Sumner House, 21 King Street, Leyland, Lancashire, PR25 2LW