You can make a compliment, complaint or comment by logging into your online tenant account.
Log in to your online tenant account - sign up or log in here.
Our top priority is to deliver a high-quality service to all of our tenants and customers, and it is great to hear when we are.
However, we know that sometimes things may go wrong. We want you to tell us if this happens so we can fix it. That way, we can correct any issues, not just for you but for others as well. We will always do our best not to make the same mistake again.
We are always grateful when you tell us when we get things right or when you feel there could be room for improvement to know how we are doing.
We welcome comments on our services and any suggestions for doing things in a different or better way.
Make a compliment, complaint or comment
Our friendly team is available to help you quickly if you would like to make a compliment, complaint or comment.
(Open the chat window bottom right - available 8am - 6pm, Monday to Friday.)
We like to keep our phone lines free for tenants reporting emergencies so that we can help them quickly.
However, if you need to speak to us about a complaint, compliment or comment, call us on 0333 320 4555.
Lines are open between 8am and 6pm, Monday to Friday and outside of these times for emergencies.
If you are experiencing harassment or threats of harm, then you should report it to the police straight away. If you fear for your safety, report the incident to the police by dialling 999. Call 101 or report it on the police website to report a non-urgent incident.
You can make a compliment, complaint or comment in person or write to:
Progress Housing Group
Sumner House,
21 King Street,
Leyland,
Lancashire
PR25 2LW
8.30 am to 4.30 pm, Monday to Friday.
For other offices, please click here.
You can also tell a colleague who will log it on your behalf.
Other organisations that can help
Other organisations that help if you are thinking of making a complaint or have already submitted one and would like some further advice, these organisations may be able to help:
- Your local councillor/MP - You can access local councillors/MP information.
- Citizens Advice Bureau - You can find your local Citizens Advice Bureau details by phoning 0800 144 8848 or by visiting www.citizensadvice.org.uk. Relay UK - if you can’t hear or speak on the phone, you can type what you want to say 18001 then 0800 144 8884
- Regulator of Social Housing - For more information, visit www.gov.uk/government/organisations/regulator-of-socialhousing
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The Housing Ombudsman Service
Complaint form: Fill in the online complaint form
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Phone lines are open Monday to Friday, 9am to 5pm.
Write to:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ETWebsite: www.housing-ombudsman.org.uk
The Local Government and Social Care Ombudsman (LGSCO) is contactable via:
The Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EHTel: 0300 061 0614
Website: www.lgo.org.uk
How we manage feedback
We have three categories for the various types of feedback:
1. Compliments
You are happy with something that we have done and want to let us know to keep doing more of it and let colleagues know you have appreciated the service.
2. Complaints
You are dissatisfied with a service you have received from us and would like your complaint investigated further.
3. Comments
You would like to comment on the services we provide and suggest how we can improve.
We have a complaint and feedback procedure that we follow:
Stage One
We will record and acknowledge your complaint within five working days. A dedicated case handler will investigate your complaint and aim to respond to you in writing within 10 working days. If we cannot provide you with our response within this time, we will contact you, explain why, and confirm when you can expect a response.
Stage Two
There are some exceptions to a complaint progressing to Stage Two. If your complaint falls under these exceptions, we will ensure that you are advised of this, and we will guide you on your next steps. We will acknowledge and progress your complaint within two working days. A manager will review your complaint and aim to write to you within 20 working days. If we cannot provide you with our response within this time, we will contact you, explain why, and confirm when you can expect our response.
We are committed to making sure that our homes are safe, secure and well-maintained; we always ask that you contact us first to enable us to deal with any issues or allow us to put things right.
If you live in social housing, you can find out more about your rights by visiting socialhousingcomplaints.campaign
Know the steps to get an issue fixed.
Step 1. Please report it to us first. Then, if it is not fixed...
Step 2. Complain through our complaints process, and if you’re unhappy with our final response...
Step 3. Escalate your complaint to the Housing Ombudsman.
The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action.
The Housing Ombudsman Service is contactable via:
Complaint form: Fill in the online complaint form
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Phone lines are open Monday to Friday, 9am to 5pm.
Write to:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Website: www.housing-ombudsman.org.uk
The Local Government and Social Care Ombudsman (LGSCO) is contactable via:
The Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 0614
Website: www.lgo.org.uk
First-tier Tribunal (Property Chamber)
You can find information and the contact details for the nearest service at www.judiciary.uk/courts-and-tribunals/tribunals/first-tier-tribunal/property-chamber/
Offers of goodwill or compensation
We are committed to delivering high-quality services that consistently meet our service standards. However, we recognise that the level of service provided occasionally may result in inconvenience and/or loss to our tenants or customers. In these instances, we may consider making an offer of goodwill/compensation, should it be appropriate. We will consider each case on an individual basis.
Housing Ombudsman Complaint Handling Code
We're committed to meeting the requirements of the Housing Ombudsman's Complaint Handling Code.
The Housing Ombudsman is a free, independent and impartial organisation which resolves disputes between tenants and landlords. It enables landlords to resolve complaints quickly.
We carry out regular self-assessments to make sure that we are complying with the Housing Ombudsman code and to make sure we learn from customer feedback to improve our services.
Learn more about the Housing Ombudsman on their website.
The Housing Ombudsmen Code sets out 'musts' (mandatory) and 'shoulds' (discretionary) requirements for complaints handling.
Know to your rights - the Government's Make Things Right campaign
We support the Government's Make Things Right campaign to ensure that everyone knows their rights and knows how to complain if they have an issue with their home.
Oversight by the Board
At the heart of our complaints handling process is exceptional customer experience and satisfaction. Our board has two dedicated complaints leads responsible for understanding and addressing complaints to achieve this.
The current board members with responsibility for complaints are Yasmin Fearon and Neil Townsend.
Yasmin and Neil work with Tammy Bradley, Executive Director (Operations, Services, and Support), our corporate lead for complaints, consumer standards, and property health and safety.
Tammy’s role is to ensure that our approach to complaints is clear, simple, and accessible for tenants and customers and that any complaints are dealt with promptly, politely, and fairly.
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