We really value feedback and insights from our tenants, as they can help us shape and improve our services to you.

So we are incredibly grateful to all 10 members of our Tenants’ Voice - Improving Services group.

Our final meeting of the year was an informal celebration and thank you for all their hard work, as we shared lunch and discovered who had the best festive TV knowledge during our Christmas quiz.

Big thanks to Tenants' Voice member Julie who made us all a delicious hot pot and cheese and butter pie.  

This was followed by a useful discussion and sharing of ideas around our Customer Promises.

Our aim is to simplify our current Service Standards and make them more relatable and reflect our tenants’ needs. These promises will be centred around your homes, your communities and our culture.

Key discussion points were:

  • Keeping communities safe
  • Maintaining standards
  • Enabling and involving tenants
  • Timely communication
  • Understanding tenants’ needs
  • Always striving to do better
  • Creating sustainable homes and communities
  • Co-operation.

We will now work on the valuable contributions from the group to formulate a set of Customer Promises which are meaningful to tenants and help us create better experiences for you all.

Would you like to be a Tenants’ Voice member?

Using their own customer experiences and insights, Tenants' Voice members perform regular reviews on different areas of the organisation to identify what we do well and make recommendations for improvements in areas where we could do better.

Members undertake a range of activities including surveys, researching what other housing providers do and interviews with Group employees. Members then meet with employees to discuss their findings and produce action plans to implement their recommendations.

To find out more about our Tenants' Voice group, including how to join or make a suggestion for a service review, please email our Progress Involvement Team via community@progressgroup.org.uk.

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