Please report emergency repairs and damp and mould by calling us on 0333 320 4555 or use Live Chat on our website. We provide a wide range of housing solutions and related services including affordable rent; market rent; independent living, supported housing for people with learning disabilities; shared ownership; and emergency and temporary accommodation. Complaints or compliments
Your feedback
is very important to us and helps us to improve our services. If you want to tell us that we have been doing something well, or are unhappy about something, please tell us. We have a process for complaints and we would encourage you to use our formal channels rather than social media - this ensure it gets to right team quickly and we can resolve any issues as soon as possible. All complaints information will be handled sensitively and in accordance with relevant data protection requirements. Where a customer posts a specific complaint publicly on one of the Group’s official social media pages, we will direct the complainant to an alternative contact method such as email, live chat or telephone to ensure privacy and confidentiality. Our Complaints Policy and Process follow the standards set out in the Housing Ombudsmen’s Complaint Handling Code. You can read more on our website or let us know if you would like a leaflet. Community guidelines
We use our social media channels to share information about our services and news to keep you up to date with what is happening within Progress Housing Group and our communities. We want our social media channels to be safe spaces and a place for healthy, open and insightful discussion, which is why we have a short set of house rules. We will remove posts that we feel are:
Inappropriate
Discriminatory, libellous or offensive against any individual or group
Racist
Harassment or bullying
Abusive or obscene
Deceptive or misleading
In violation of any intellectual property rights, including copyright
In violation of any law or regulation
Spam and off-topic content (persistent negative and/or abusive posts in which the aim is to provoke a response)
Promotional material, including links to external websites and promotions
We will not tolerate or respond to abusive messages. Persistent behaviour will result in being blocked
In breach of data protection or create a safeguarding risk
Targeted specifically at individuals who work for the Group and could be considered as bullying, discriminatory, libellous or offensive or pose a safeguarding risk
All users must comply with the social media platform's Terms of Use as well as our own terms of use. This includes post directly on our pages or where we are tagged. The Group’s social media accounts will not be used to:
Offer opinion on events and public affairs
Promote individuals or organisations unless they are reasonably linked to the Group’s activity
Fundraise for commercial gain unless an official Group-sponsored event
Promote or engage in local or national political activity
Share messages which conflict with our aims and objectives
Complaints received via social media
If a customer posts personal or sensitive details on a public post, for example, an address, contact number or names another individual, this will be removed to protect the individual’s privacy and confidentiality. Any information the customer provides through social media will only be used for the purpose it was provided for. More details about this can be found in our Social Media Policy and in our published community rules. The Group's Marketing and Communications Team manages social media on behalf of the Group and is unable to respond to individual complaints or enquiries. Please aware that any complaint or enquiry will be forwarded by the relevant team for a response.
