We promise to keep your homes well-maintained and safe.
We have worked with our tenants to agree on a new set of Customer Promises. Each of our promises has a measure.
Our promises
Our Customer Promises are to make sure that tenants can hold us accountable for the things that matter most to them.
Communities and neighbourhoods
We promise to work with tenants and other agencies to keep communities and neighbourhoods safe and well-maintained.
We promise always to be respectful and supportive and involve tenants in improving services.
How we measure our promise to keep homes well maintained and safe
We will measure this by:
- % of homes not meeting the Decent Homes Standard
- % of gas safety checks completed
- % of fire safety checks completed
- % of investment in existing homes (target provided at Group level)
- Average energy performance certificate (EPC) rating
- % of satisfaction that the home is well maintained (updated annually at year end**)
- % of satisfaction that the home is safe (updated annually at year end**)
*How we compare to other housing associations in the UK.
**The performance data for the annual measures will be available after the end of the current financial year.
**The performance data for the annual measures will be available after the end of the current financial year.
We will measure this by:
- % of reinvestment in new properties and existing stock (target provided at Group level)
- Number of anti-social behaviour cases per 1,000 homes
- % of satisfaction that Progress Housing Group makes a positive contribution to neighbourhoods (updated annually at year end**)
- % of satisfaction that communal areas are kept clean and well maintained (updated annually at year end**)
- % of satisfaction with approach to handling anti-social behaviour (updated annually at year end**)
*How we compare to other housing associations in the UK.
**The performance data for the annual measures will be available after the end of the current financial year.
We will measure this by:
- Number of people supported via Progress Futures
- Number of complaints per 1,000 homes
- % who agree they are treated fairly and with respect (updated annually at year end**)
- % of satisfaction that your views are listened and acted upon (updated annually at year end**)
- % of satisfaction that you are kept informed about things that matter to you (updated annually at year end**)
*How we compare to other housing associations in the UK.
**The performance data for the annual measures will be available after the end of the current financial year.
Tell us what you think
Let us know if you know how we can provide better services or improve how we do things.
We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.
They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.
Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.