Complaints and compliments - April to June 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 June 2024, we received:

• 173 complaints
• 33 compliments

from our general needs, independent living, leasehold, supported housing tenants and shared ownership customers.

Some examples of how we have responded – ‘You said, we did’

You said…

• Tenants moving into new developments requested open plan flats – kitchen/diner/lounge.

We did…

• We will include open-planned areas on all future specifications where possible.

You said…

• The positioning of electric vehicle charging points meant they risked getting damaged.

We did…

• This feedback will inform future installation and design on new developments

You said…

• You have found it difficult to live on a site where building work is still ongoing. 

We did…

• We appreciate this feedback and will ensure that information is provided to new tenants when building work is ongoing so that they know what to expect.

Compliments

• A tenant whose first language is not English thanked a technical officer for supporting her whilst inspecting her property. She said she was so impressed with him speaking in plain English and making things easy for her to understand.

• A tenant complimented operatives, who were described as ‘friendly and chatty’, ‘extremely pleasant,’ ‘cleaned up after themselves’ and ‘were a pleasure to have in their homes.

• A tenant recalled that they felt valued after speaking with 2 colleagues after her son had passed away.

• A tenant was very appreciative of a member of our Customer Contact Centre who was very understanding and arranged for the Community Safety Officer to call back quickly following a report of anti-social behaviour.

• A tenant was very impressed with the joinery work carried out by an operative. She said he was very helpful, and she was very impressed with his attentiveness.

• A tenant complimented an electrician for his help and for going out of his way to assist.

• An independent living co-ordinator was really helpful when sorting out a problem relating to a scam.

• 2 tenants were very complimentary about an area housing officer.  They described her as wonderful, thoughtful, caring, funny and helpful. 

• "Please pass on my thanks and gratitude to the operatives who recently fitted my new boiler and radiators. They were quick, efficient and tidy. Being elderly, they showed kindness and made sure I was okay throughout the 2 days."

• "Whilst living at my lovely flat, I have been well looked after by Progress Housing Group and have been very happy here."

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

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