Complaints and compliments | April to December 2024

Your feedback helps us to learn and improve our services.

From 1 April 2024 to 31 December 2024, we received:

• 796 complaints –334 resolved at first point of contact
• 157 compliments

You said, we did…

• Our Tenants’ Voice – Improving Services group gave some recommendations which have changed the way our Planned Works Team measures and schedules kitchen work. The tenants suggested that instead of measuring all kitchens at the beginning of the program, we should measure them in batches This allows tenants to feel more in control and updated on installation timescales.

• Repairs – You told us you couldn’t have routine repairs jobs carried out during the day because you were working, so we started a trial of having appointments available after working hours.

Compliments

• “When I felt overwhelmed and unsure where to begin, my Area Housing Officer came out weekly, offering practical assistance to make achievable action plans. I feel a sense of pride in my home and I’m incredibly grateful for her role in helping me reclaim my space and my peace of mind.”
• A joiner was complimented for his support and reassurance towards a tenant.
• “The electrician was so professional and hard-working, and did a fantastic job at a high-quality level and I was impressed.”
• “I would like to thank my Area Housing Officer. Your help, support and input has helped me feel safer in my home. Thank you.”
• “I am absolutely delighted with my new kitchen. I cannot praise your teams enough. They could all see that I was not well and asked after my health daily. They worked on my home for over 1 week but also showed empathy and compassion and kept the noise and dust to an absolute minimum.”
• “I just want to say to you and all the people involved in the process a big thank you! You are amazing by doing this so quick and professionally.”
• A tenant expressed her gratitude for everything we do to support her and her husband. They appreciate everyone’s hard work and dedication to helping customers. She said she would be stuck without Progress.
• A tenant praised two electricians, saying they were lovely and accommodating. They had a great attitude and nothing was too much trouble. They carried out the job very efficiently and did a great job.

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