Compliments and complaints | April to December 2023

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

From April to December 2023, we received:

• 543 complaints
• 107 compliments

from our 

general needs, independent living, leasehold tenants, shared owners, and supported housing customers.

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

• After tenants asked for their doors to be replaced to meet their accessibility requirements, we upgraded our criteria for installing level access doors. These will now be installed if the property is an independent living scheme, or has existing ramped access; if tenants use a walking stick, walking frame or wheelchair; if the door opens outwards; if there is a stair lift or through floor lift; or if the existing step is above 150mm.

• Customers in our new developments told us that they preferred open plan kitchen and living areas in flats.  We have asked our developer partners to update their designs to facilitate this.

• Some new build properties have been handed over with a lot of snags, which take a long time to sort.  We have updated our development contracts stating the maximum number of snags that are acceptable at handover and timelines for putting things right.

Compliments received

"Thank you to Mick, the operative that fixed my storage heaters. He is the best operative that I have had and he is a credit to Progress. He is always smiling, pleasant, helpful and happy.”  

"I’d like to take this opportunity to commend the team that came to fit my new door. The two young men were very polite, professional and extremely efficient and cleaned up well after themselves. They are a credit to your company. You and your team have made a couple of old and cold pensioners very happy and warm.”

“I think you are all great. I have never had any issues. I know you do a tough job and are very busy, but I’ve not had any problems at all.”

“How you guys look after me is unbelievable. What a lovely set of people you are. If I could give you all a medal, I would. Without the team at Progress, I don’t know where I would be.”

“I want to say how fantastic Shaun and Phil were. The work they did was amazing. They were extremely helpful and went beyond the extra mile.”

Find out how to make a compliment or a complaint here: 

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

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

Further details of our self-assessment along with other information about how we are performing can be found here. 

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