Putting you at the heart of everything we do

Customer surveys go in-depth

To make sure we understand better what you think about our services, we have reviewed the format of our surveys including looking at the questions we ask, and how we use the information that you provide.

As a result, our surveys are now focused more on the voice of the customer. One good example which shows how this approach is working comes from our Progress Lifeline service. A customer told us that when a Progress Lifeline call is activated from upstairs in their home, it can be difficult for them to hear the operator because the base unit is installed downstairs. This can also mean that it can take longer for the operator to establish the reason for the call, and make the correct response.

We have identified a new technology enabled care product that improves connection throughout the home. The product is currently being trialled so we have arranged for the customer to test it as part of the trial. If it works this will be a good solution for all our customers who use the Progress Lifeline service.

81.6% of you told us that you were satisfied with the overall service that you receive from us.

STAR survey results

The results from our STAR (Survey of Tenants and Residents) survey showed that satisfaction levels are good. Key findings include:

  • 81.6% of customers said they were satisfied with the overall service
  • 74.3% are satisfied wth our repairs and maintenance service
  • The quality of homes and neighbourhoods are the two most important factors for customers.

The survey highlighted three key drivers for improvement:

  • Dealing with your repairs and maintenance
  • Listening to your views and acting upon them
  • Setting expectations regarding the standard of work and the overall quality of your home.

We are using this information to create a plan for improvement. In particular, we will be focusing on keeping you informed and providing realistic timescales for our repairs and maintenance service.

Customer scrutiny

During the year tenants who make up our Scrutiny Pool carried out two reviews – looking at fire safety and the annual review form for our service for supported living customers. Both reviews resulted in action plans and recommendations. Progress on each action plan is reported to the Scrutiny Pool’s quarterly meetings.

Our customer volunteers, who inspect a range of different services, have been busy during the year. The volunteers provide an invaluable service to the Group, helping us to identify areas for improvement. This year they have carried out:

  • 43 estate appearance inspections
  • 17 empty property inspections
  • 36 mystery shopping phone calls
  • 21 mystery shopping live chats.

Feedback from these inspections has led to a number of actions, such as:

  • Removing abandoned bulky items on estates
  • Identifying areas of grounds maintenance that require improvement, for example low hanging tree branches
  • Improving the live chat functionality on the website
  • Creating a step-by-step guide for customers on how to use live chat
  • Redeveloping and improving the Progress Lifeline website.

One customer, who recently became involved with our Scrutiny Pool, says: “Since becoming a tenant of Progress Housing Group, I feel privileged to be able to dedicate my time and support to make a difference. The opportunities for customers to do voluntary roles are wide-ranging. This type of involvement enables us to be involved in processes and procedures, ensuring Value for Money decisions and outcomes, as well as the smooth running of Progress Housing Group”.

If you are interested in getting involved in any of our scrutiny activities, please contact the Progress Involvement Team on 03333 204555. Full training and support will be provided.

Giving us feedback

In 2018/19 we received 411 complaints:

During 2018/19 we responded to 99.69% of all complaints within target timescales. In 2018/19 we also received 280 compliments from customers. Learning from feedback forms a central part of the new policy with a number of service improvements made based on what customers have told us.

A national voice

The Group is supporting the ‘See the Person’ campaign, a tenant-led campaign to tackle the stigma in social housing. We united with 25 housing organisations across the country to help deliver a campaign that challenges the way the public think and tackle the stigma associated with social housing.

We were also proud to be a part of the PlaceShapers 2018 ‘We Care’ campaign. Placeshapers is a network of more than 100 community-focused housing associations. The campaign highlighted the extensive ways in which PlaceShapers members care for their communities, the breadth of services we provide and the impact we are having on people’s lives, every day.

For the third year running the Group supported Starts at Home Day, a national day of action when housing associations up and down the country celebrate supported housing and the positive impact it makes on people’s lives.

The Group was also one of the first 25 housing associations in the UK to sign up to the ‘Make a Stand’ pledge. The pledge has been developed by the Chartered Institute of Housing (CIH) in partnership with Women’s Aid and the Domestic Abuse Housing Alliance to encourage housing organisations to make a commitment to support people experiencing domestic abuse, as domestic abuse is one of the biggest issues in society today. Nearly 400 housing organisations have now signed the pledge.