We are delighted to have a group of tenants who volunteer their time to look at the services we provide from a tenant's perspective.
They helped us create this annual review to help others understand what they did and achieved over the past year.
Your Tenants' Voice - Improving Services group completes reviews on different areas of the organisation.
This is to identify what we do well and recommend improvements in areas where we could improve. When conducting a scrutiny review, tenants carry out various activities.
This can include interviews with employees, looking at performance information and survey results from other tenants, looking at policy documents, mapping out processes from a tenant's perspective and looking at what other housing providers do.
Tenants then meet with employees to discuss their findings and produce action plans to implement their recommendations.
To find out more about our Tenants' Voice group, including how to join or make a suggestion for a service review, please get in touch with your Customer Voice Team: community@progressgroup.org.uk or 01772 450669
Copies of previous minutes from the Tenants' Voice group are available upon request from the Customer Voice Team.
Scrutiny Reviews
Tenants’ Voice – Improving Services | Annual Review
Out of hours repairs service review
The group completed a review of the out-of-hours service in October 2022.
They made six recommendations to improve the service for tenants who contact Progress Housing Group to report a repair outside of normal office hours.
Three of the recommendations have been implemented, including:
- Additional information is provided on the website to explain what is meant by an emergency repair
- Tenants receive a confirmation when the trade operative is on their way to carry out the out-of-hours repair
- Training is provided to colleagues to make sure tenants with specific requirements are supported when requesting an out-of-hours repair.
The remaining 3 recommendations to investigate the reason for abandoned calls, review of the out of hours policy and increasing the number of satisfaction surveys completed are on going with a completion due by end June 2024.
The Tenants’ Voice group chose to review community safety in December 2022.
The group decided to focus their review on how easy it was to report anti-social behaviour (ASB), how tenant expectations around ASB issues are managed and how tenant satisfaction is obtained and used to improve the service.
The group made nine recommendations, all of which have been implemented, including:
- A review of standard letters, making sure they are easy to understand and have key information visible
- Provide information and link to the ASB Case Review Directory on the website
- Provide testimonials from tenants who have benefited from the service, sharing their experiences to promote the benefits and accessibility of the service
- Promote our free, independent well-being and support service available to tenants on any community safety letters and webpage.
- Providing anyone reporting ASB with details of when and how they will receive updates on the case.
Read the summary report and full report in the reports section below.
In April 2023, the Tenants’ Voice group selected our planned maintenance service as their next area of review.
The review is now complete, with tenants finalising their report and recommendations.
At the Tenants’ Voice – improving services meeting in July 2023, tenants identified communication as their next area for review.
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- The review is now complete with tenants making 6 recommendations, including how to make sure the Groups style is applied to all letters sent out by Progress Housing Group, how to ensure external contractors adopt the Groups communication principles and how to build customer confidence in on line and automated services.
- In January 2024 tenants selected the aids and adaptation service as the next area for review. The initial session of the review is planned for Tuesday 16 April 2024 and is scheduled to complete by end May 2024.