Our Tenants' Voice - Improving Services group (formerly known as the Scrutiny Pool) is made up of tenants from across Progress Housing Group. It completes reviews on different areas of the organisation to identify what we do well and make recommendations for improvements in areas where we could do better.
Our Tenant Committee makes sure that tenants drive and influence the decisions about how we deliver our services.
They play a crucial role in providing direct feedback to our board to ensure that we meet our promises and regulatory obligations, achieve value for money, and deliver excellent services.
Over the past few months, the Tenant Committee has discussed a number of issues, including looking at our strategic priorities, complaints and compliments, and our independent living strategy.
The members have also looked at tenant profiles, which helps us tailor our services and look at areas to improve under the Transparency, Influence and Accountability Standard.
As well as quarterly committee meetings, our tenant representative members can attend our monthly insight sessions.
These sessions enable them to gain a greater understanding of our work as a landlord and feel more informed. For example, covered our RAMP customer service model and performance reporting.
Meeting schedule for your Tenant Committee in 2025/26:
19 May; 16 July; 19 November; 18 February 2026
Other ways tenants can influence services
Tenants’ Voice - Improving Services group
The Tenants' Forum comprises volunteer tenants, who receive updates on information and performance for comment before they are presented to our Board.
The Tenants’ Forum meets every quarter and gives tenants the opportunity to have their say, make comments and ask questions on the information presented.
Your Voice - Complaints and Compliments
This group is made up of volunteer tenants who help us to quality check our complaints and compliments process. The group meets twice yearly to look at our performance in responding to complaints and compliments.
They also use real-life examples of complaints received (anonymised) to check that we are following our process and make suggestions for improvements that could be made.
We hold short sessions to talk about specific services to find out what our tenants think, what we are doing well and what could be improved.
Community Investment Fund Panel
Our tenant panel decides how we can best spend our Community Investment Fund to support community groups and projects.
Progress volunteers - checking our communities, customer contact and homes
Our volunteer tenants play a vital role in checking the quality of our services.
Progress volunteers - community
Our community volunteers carry out a monthly check of their area to let us know how it looks, what is good, and what could be improved.
We use these comments to create actions to resolve immediate issues and help develop improvement plans for the local area.
You can read the latest reports here.
Progress volunteers - homes
Our home volunteers help with quality checks on properties that are about to be let to new tenants. Sometimes, this will be a visit to a property or a virtual check using video and photographs. They comment on whether they would be happy to move to the property and what would make the property more attractive to new tenants.
You can read the latest reports here.
Talk Back
Our Talk Back volunteers provide feedback on their experience when contacting the us by telephone or live chat. They let us know if their enquiry was resolved and if it was handled politely.