Customer Promises
Customer Promises
We have worked with our tenants to agree a new set of guiding statements and measures - we call these our Customer Promises - where you can see how we’re performing and hold us accountable to them.
Homes
We promise to keep your homes well maintained and safe.
Communities/Neighbourhood
We promise to work with you and other agencies to keep your community/neighbourhood safe and well maintained.
Culture
We promise to be respectful and supportive at all times and involve you in improving services.
How we will measure our promises?
Each promise has a number of measures agreed with tenants. See the individual promises for details on how we will measure success. We publish how well we deliver our promises every quarter.
Find out how we measure our promises
How we measure our promise to keep your 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
• Average EPC rating
• % of satisfaction that the home is well maintained
• % of satisfaction that the home is safe
How we measure our promise to keep your community/neighbourhood safe and well maintained.
We will measure this by:
• % of reinvestment in new properties and existing stock
• Number of anti-social behaviour cases per 1,000 homes
• % of satisfaction that PHG make a positive contribution to neighbourhoods
• % of satisfaction that communal areas are kept clean and well maintained
• % of satisfaction with approach to handling anti-social behaviour
How we measure our promise to be respectful and supportive at all times and involve you in improving services.
We will measure this by:
• Number of complaints per 1,000 homes
• % who agree they are treated fairly and with respect
• % of satisfaction that your views are listened and acted upon
• % of satisfaction that you are kept informed about things that matter to you
The Tenants' Voice - Improving Services group (formerly known as the Scrutiny Pool)
This group is made up of tenants from across Progress Housing Group and RWP. 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.