Progress Housing Group is pleased to announce that we have not just passed the Customer Service Excellence Standard but exceeded expectations!  The Customer Service Excellence quality mark aims to make a tangible difference to service users by encouraging organisations to focus on their individual needs and preferences.   

The standard tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user's experience and robust measurement of service satisfaction.

The report shows all areas of assessment are fully (we can demonstrate we are going the extra mile in all areas), but most significantly, we have also achieved ten areas of Compliance Plus award (going above and beyond for our customers). 

We are committed to improving customer experience and the accreditation recognises the important work we do to benefit our tenants, customers, and residents. 

“We are so pleased to receive the recognition through the assessment for some fantastic initiatives we have in place to enhance the lives of the people and communities we serve.  We value customer insight in shaping how we deliver our services to really drive continuous improvement and increase satisfaction.”  Carina Lynch, Interim Head of Housing Support Services.