Complaints and compliments April – September 2024

We love hearing from you, whether good or bad, as the feedback helps us to learn and improve our services.

From 1 April 2024 to 30 September 2024, the Group received:

• 532 complaints – 189 resolved at first point of contact
• 104 compliments

You Said/We Did

When we assessed our Complaints, Feedback & Redress policy earlier this year, we talked with some of our involved tenants and they told us that they would like our letters/emails to be clearer when we issue an outcome to a complaint. Tenants said that saying a complaint was “upheld” or “not upheld” wasn’t always clear, so they suggested we change this to “we got it wrong” or “we got it right”. They also welcomed the change made by the Housing Ombudsman Code that removed a “partially” upheld outcome.

This action was added to our action plan and we have now changed all our complaint responses to the more customer friendly language our tenants suggested.

Compliments

“My Community Safety Officer has been fantastic dealing with anti-social behaviour issues around my area, and the communication is great.”

A tenant rang to say she is extremely happy with what a technical officer has done to resolve various issues in the property, including fast-tracking work through, and also arranging inspections. She feels like she has really been listened to.  

A tenant was very appreciative and said every time he rings the Customer Contact Centre he always gets good service, noting they are ‘brilliant.'

A tenant wanted to express her gratitude towards the three operatives who were all fantastic and did the work in a timely manner.

My gas engineer was very professional, completing the emergency repair quickly and to a high standard. He also took the time to explain the work as well as enquiring about my well-being.

A tenant complimented a joiner for his work, commenting that it was immaculate. “I always know I will get a good job done.”

Independent living

A tenant would like to log a compliment for everyone on the Repairs Team and the operatives that carry out the repairs.

An independent living coordinator received a thank you card from the family of a tenant she had been supporting.

We received a letter complimenting an independent living coordinator as being the best scheme manager they have had, always making time for the tenants.

Find out how to make a compliment or a complaint here: Make a compliment or complaint | Progress Housing Group (progressgroup.org.uk)

• We are a member of the Housing Ombudsman Scheme and we carry out an annual self-assessment against the Complaint Handling Code.

You can find further information on the Housing Ombudsman, and the code, on its website, www.housing-ombudsman.org.uk