StreetTalk Investing in your home - page 5-7 - Progress Housing Group
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StreetTalk
Spring/Summer 2021
Your tenant newsletter
Investing
in your
home
page 5-7
Proposed merger with
Reside Housing Association
page 8
What talent can you share?
page 22
We lcome to your
tenants´ newsletter
Head Office:
Sumner House, 21 King Street,
Leyland, Lancashire, PR25 2LW
Sumner House reception is
open from 8.30am to 4.30pm
Monday to Friday. Jubilee House
is currently closed to visitors.
You can contact us in the
following ways:
StreetTalk
Progress Connect
03333 204555
Monday to Friday 8am-6pm We hope you are
Live web chat
Monday to Friday 8am-5pm continuing to stay
Repairs
03333 204555
safe and well.
enquiries@progressgroup.org.uk
www.progressgroup.org.uk
There are many great things in this successful, you will be supported
Website
www.progressgroup.org.uk
issue, but the topic I would really alongside other applicants who are
like to highlight is on page 22. learners, just like you.
Email
enquiries@progressgroup.org.uk We are inviting applications for our
If you are interested but are unsure
board member training programme.
@ProgressHG whether it is for you and would like
We are really keen to receive
www.facebook.com/ to talk it through, please contact my
ProgressStreetTalk applications from as many of our
PA, Rebekah Reeve, and she will set
tenants as possible. So, if you have
@progress_hg up a chat for us. I will be happy to
ever wondered what it is like to be
answer any questions you may have
a board member, or you have ever
If you would like this newsletter in audio, personally.
large letter format or digital only, please thought you would like to play a role
contact us. in helping to oversee the work of a
(Urdu) housing association, this is the time
Bernie Keenan
to put your name forward! Deputy Chief Executive & Executive
(Cantonese) Director (Services and Growth)
Remember, this is a training
(Mandarin) programme, and so if you are
(Polish)
Features. . .
Contributors
• Ann Armer • Laura Marshall
• Sarah Barnes • Cath Mustafa
• Sam Beattie • Diane Nash
• Nicola Evans • Danni Shaw
• Alan Greig • Alan Spearritt
• Louise Haigh • Coralie Thompson Investing in your home 5-7 Progress in Bloom 17
• Gill Hayhurst • Natalie Waring
• Carina Lynch
How to contribute
If you would like to contribute to
StreetTalk or would like to receive the
newsletter in another format, then please
contact Joanne Hodson, StreetTalk
Editor, on 03333 204555 or email Customer First has lift off 12-13 Easter cheer for independent
enquiries@progressgroup.org.uk living tenants 23
Follow us on Twitter @ProgressHG 2
News in brief
Turn2us Sign up
Turn2us is a national charity providing practical
for Which?
help and support to people who are struggling Scam
financially. Their website, www.turn2us.org.uk,
is a great source of information about welfare Alerts
benefits and charitable grants.
Scammers send scam
emails or text messages,
The Social Housing trying to convince you
to click on a link. Once
White Paper clicked, you may be sent
to a fake website that
could download viruses
The Social Housing White Paper, a new charter for onto your computer or
social housing residents, was published in November steal your passwords and
2020. The charter provides guidance to provide a level personal information.
of consistency across the social housing sector to Over the phone, the
ensure that all residents receive the same service. approach may be more
direct, asking you for
The charter covers the following: regular meetings, scrutiny sensitive information, such
panels, or being on its board. The as banking details. They do
• To be safe in your home. government will provide access
this by pretending to be from
• T
o know how your landlord is to help, if you want it, to learn
someone or an organisation
performing, including on repairs, new skills to ensure your landlord
complaints, and safety, and how it listens. you trust.
spends its money, so you can hold • To have a good quality home and To help you keep one
it to account. neighbourhood to live in, with your step ahead of the scammers,
• T
o have your complaints dealt with landlord keeping your home in Which? Group have set up
promptly and fairly, with access to good repair. a free scam alert service.
a strong ombudsman who will give • To be supported to take your first The alerts are regular email
you swift and fair redress when step to home ownership, so it is updates on the latest scams
needed. a ladder to other opportunities, doing the rounds - and
• T
o be treated with respect, should your circumstances allow. practical advice to help
backed by a strong consumer you outsmart the scammers.
Tpas, the Tenant Engagement
regulator and improved consumer It only takes a minute to
Experts, has created a two-minute
standards for tenants. video summarising the White Paper, register; visit
• T
o have your voice heard by your which can be viewed here: https:// campaigns.which.co.uk/
landlord, for example, through www.tpas.org.uk/the-white- scam-alert-service/
paper
How would you like to receive your Follow us
edition of StreetTalk? on Instagram
Would you prefer to opt out of the printed version and opt-in to We have now joined Instagram!
receiving the digital version? Email enquiries@progressgroup.org.uk Follow us on @progress_hg
with your name and address telling us your preference.
3 Visit us online at www.progressgroup.org.uk
News in brief
Dog awareness New look
for tenancy
and responsibility information
All pet owners have a duty of care towards their pets and
they must ensure that they do not cause a nuisance to
neighbours or the community.
As a responsible dog owner,
please limit the noise that your
pets make and ensure that they
have enough space and exercise.
Ensure they are well cared for and
that you clean up after them. Please
ensure that they are on a lead at
all times outside your home. Not
all properties are suitable for pets At our recent virtual
and you will need to obtain written StreetTalk review, guest
permission from us before you get speaker Jon Pendrill from
one. If you find a stray dog, contact Maxmedia presented
your local council. a designed new look for
your tenancy information
We received some valuable
Visitors to your home feedback such as:
“Very impressive style!”
to ensure we keep our colleagues “More inclusive.”
Even the most friendly
and loveable dog can be and communities safe. “Better colours and the
dangerous to unfamiliar Please help us help you by wording is easier to read on
people visiting your working together to keep our the coloured backgrounds.”
property, particularly those communities safe, along with We would like to hear what
working inside your home our colleagues when they are you think of the new
like our repairs operatives working in your homes. illustrations and colours too!
and housing officers. Please let us know by calling
Please help us carry out any visit 03333 204555, using live chat
to your home safely by keeping www.progressgroup.org.uk
your dog secure and out of the or emailing enquiries@
way while we carry out any work. progressgroup.org.uk
Lorem ipsum dolor sit amet,
We take the safety of our consectetuer adipiscing elit.
Saving energy and
keeping warm
colleagues and communities
very seriously. We will consider
prosecution and/or legal action
against your tenancy if any of Affordable
homes to rent
our colleagues or residents Lorem ipsum dolor sit amet,
consectetuer adipiscing elit.
are injured. This is a last resort,
though, and we’d always prefer
to work with our customers Rent and
service
Money advice
and fraud
charges Lorem ipsum dolor sit amet,
Lorem ipsum dolor sit amet, consectetuer adipiscing elit.
consectetuer adipiscing elit.
Pay your rent online at www.progressgroup.org.uk 4
Investing April 2021 marked the start of our 2021/22
in your repairs, maintenance and improvement
programmes, with plans to invest almost
£19 million on improving and repairing
home your homes over the coming year.
Looking back at 2020/21, and despite the restrictions
of COVID-19, we carried out £14.8 million worth of
improvements to your homes.
This is how the money was spent:
Planned Cyclical Responsive
improvements maintenance and other repairs
Bathrooms, kitchens, electrical Gas servicing, electrical testing, Day-to-day repairs, clearing
rewiring, heating systems, etc. painting, energy efficiency and cleaning empty properties,
works, etc. etc.
£4.5 million £5.3 million £5 million
TOTAL £14.8 million
This year we will be investing more money in improving your homes, with a repairs and maintenance budget
of £18.5 million. This includes planned improvements, repairs and maintenance and ensuring you are safe
in your home. We will also ensure that if you were on a planned improvement programme last year and we
were unable to carry out the work, you will be on our priority programme this year.
Planned Cyclical maintenance Responsive
improvements and other repairs
Bathrooms, kitchens, electrical Gas servicing, electrical testing, Day-to-day repairs, clearing
rewiring, heating systems, etc. painting, energy efficiency and cleaning empty properties,
works, etc. etc.
£6 million £7.7 million £4.8 million
TOTAL £18.5 million
5
How is the work planned? Types of works Number
To help us plan our future Major internal works
maintenance programmes, we Kitchens and electric upgrades 277
undertake full property surveys and
record the condition of each element Bathrooms 319
in a database. We will contact you Major external works
when we need to inspect your home Roofs 65
and advise you when we will be
attending. Please note that all our Double glazed windows 55
colleagues carry ID badges. Never External doors 254
allow anyone into your home without
Heating systems
first checking their ID.
Gas heating 455
How will I find out if any
work is being carried out Major internal works Painting the outside of
to my home? Every year we carry out a package your home
We will notify you in advance if we are of necessary major internal works, We will spend over £400,000 painting
planning to carry out improvements including the following: the outside of your homes this year.
to your home. We may contact you to • Kitchen replacements Often this will involve carrying out
arrange a visit to inspect your home minor repairs to rotten or damaged
before confirming any works that may • Bathroom refurbishments
timber before the painting is carried
be required. If we identify that works • Heating system renewals out. All tenants will be notified if
are required we will explain what is • Electrical rewiring their property is part of this year’s
proposed, the level of disruption you programme over the next few
can expect and provide you with a The major planned programmes
run throughout the year (starting months.
start date.
on 1 April 2021 and ending on Communal areas
Planned maintenance and 31 March 2022).
Some of our flats and independent
improvements We only carry out those works that living schemes have internal
Every year we carry out a programme are required in each property. For communal areas, such as corridors
of planned maintenance and example, one house may have had and stairwells that need work from
improvements to replace or repair a new kitchen installed more recently time to time. We will spend £150,000
the parts of your home that need to than neighbouring properties and so improving these areas over the
be updated, i.e. kitchens, bathrooms, may not need a replacement at this coming year.
boilers and roofs. Last year, we time. Before any major internal works
increased the work our in-house team and external painting work, we will Gas servicing
will deliver; this has saved money need to carry out an asbestos survey Every year we need to check the
and has meant that we can invest at your property. You will be notified safety of all the gas appliances that
these savings and carry out more if your home is part of the planned we have provided in your home. This
improvements than ever before. works programme, and an asbestos service is for your safety, to ensure
surveyor will contact you in advance that everything is working safely and
This year, we will carry out the
of the works to carry out the survey. efficiently.
following works to your homes, with
If you refuse to have an asbestos We must carry out these checks every
the majority of work being delivered
survey carried out, we will not be able year, so please try to keep to the
by our in-house team.
to continue with the planned works. appointment we have made with you.
If you are not available on the day of
Follow us on Facebook/ProgressStreetTalk for the latest news 6
your appointment, please contact us you contact us to make a suitable increased our investment
immediately to rearrange. This helps appointment. to ensure the safety of our tenants
reduce the number of ‘no access’ You must allow us access to your and residents.
visits we carry out and means we can
rearrange an appointment to suit you.
home to carry out these checks. Gas Day-to-day repairs
servicing and electrical testing are
Every year, we carry out over
If a gas engineer calls at your carried out to keep you safe in your
40,000 repairs at the request of
property and has been unable to home. We will do our very best to
our tenants. We also repair and
gain access, a card will be posted schedule an appointment convenient
carry out improvements to around
through your door to tell you that for you. It is essential you allow us
600 properties for new tenants to
someone has called to do your access to your home in advance of
move into once the previous tenant
inspection. The card will have our the date of your last certificate.
has moved out. We spend, on
phone number on it. It is essential for If you fail to allow us access on three average, £2,000-£3,000 per property.
your safety and compliance with the occasions we may have no option Unfortunately, some tenants leave
law that you contact us to make a but to take legal action as this will be their property damaged. This means
suitable appointment. a breach of your tenancy. we have to invest more money before
If you fail to allow us access on three
occasions we may have no option
Energy efficiency a new tenant moves in. We continue
to focus on challenging tenants who
but to take legal action as this will be measures leave their properties badly damaged.
a breach of your tenancy. Over recent years we have been We will recharge for any damage
carrying out a major loft and cavity
Electrical testing to properties, including clearing
wall insulation programme. The aim of out properties and environmental
We have increased the number of these improvements is to make your cleaning.
electrical tests we undertake by homes more comfortable, helping to
reducing the frequency of these reduce your energy bills by reducing Customer satisfaction
tests from every 10 years to every energy consumption and thereby We received some fantastic feedback
five years. The electrical test is for helping to protect the environment. from our customers over the last
your safety to ensure that everything Our ongoing programme of year. You told us that our operatives
is working safely. This year, we will inspections identifies those properties adhered to COVID-safe working
inspect electrical systems at more that require insulation improvements. practices and helped give you the
than 2,000 properties. Please help us to help you by giving assurance you needed at a difficult
We must carry out these checks every us access to your property. time. We are always delighted to hear
five years (and sometimes more from our customers, and we use all
Other health and safety your feedback, good and bad, to
frequently), so please try to keep
to the appointment we have made (cyclical) works influence our services and improve
with you. If you are not available on We have many other cyclical when we get things wrong. Please
the day of your appointment, please maintenance programmes running all let us know if we get it right, as we’ll
contact us immediately to rearrange. the time. These include servicing of keep on doing the things that you
This helps reduce the number of lifts and fire alarms, testing electrical appreciate and let us know if we get
‘no access’ visits we carry out appliances in communal areas of it wrong, so we can look at ways of
and means we can rearrange an independent living schemes, and improving our services to you. If you
appointment to suit you. disinfecting water storage tanks. We have any feedback on any part of
If an electrician calls at your property always try to minimise disruption to our repairs and maintenance service,
and has been unable to gain access, tenants, and, in most cases, you will please don’t hesitate to contact
a card will be posted through your not know that they are happening our Property Services Continuous
door to tell you that someone has - but where you do need to know, Improvement Manager, Diane
called to do your inspection. The we will contact you in advance. We Strickland. You can reach Diane at
card will have a phone number on must carry out regular health and enquiries@progressgroup.org.uk
it. It is important for your safety that safety checks, and this year we have or by calling her on 03333 204555.
7 Follow us on Twitter @ProgressHG
A proposed
merger with
Reside Housing
Association
You may have read What will it mean for me? What is next?
in the last edition of There will be no changes to the Over the last few months, Reside
StreetTalk about an services you receive. Everything, and Progress Housing Group have
including your tenancy agreement, been learning more about each other.
exciting new opportunity how you pay your rent and service We have also met with some of our
for Progress Housing charges, and all aspects of your tenants to see what they think about
Group. We have started tenancy, will remain the same. this proposal.
formal discussions What are the benefits We are at the consultation phase of
with Reside Housing of a merger? this proposal. We will be arranging
meetings with our supported living
Association Ltd, a As you may know, we set targets to tenants and our tenant Scrutiny Pool
specialist supported provide more homes every year for during this time. We will write to you
people in housing need. By Reside
housing provider, with a merging with the Group, we can again once we have decided if the
merger should go ahead.
view to them joining us continue to meet the huge need
We want to reassure you that there
later in the year. for high-quality supported living
will be no changes to the services
accommodation for people with
Who is Reside? learning disabilities and autism. we provide to you during this time.
Any changes will mainly be for our
Reside is a specialist housing Our development targets for other supported living customers whom
association with around 1,450 housing types will remain as they are we are keeping informed.
tenancies, providing accommodation now. We are on target to deliver over
for people with a learning disability, 183 new homes for general needs If you have any questions
autism, mental health issues, or and shared ownership and 30 new or suggestions, please contact us
acquired brain injury across the UK. homes for supported living in the online contactus.progressgroup.
They have an excellent reputation for next 12 months. We will also invest org.uk, by email enquiries@
delivering high-quality services over £27 million in repairing and progressgroup.org.uk, live chat
to their customers. They have grown maintaining existing homes across www.progressgroup.org.uk,
very quickly in recent years. all tenancy types. We are committed Monday to Friday between
to providing good quality homes for 8am and 5pm, or telephone
all the people who choose to live in 03333 204555 between 8am
our communities. and 6pm.
Visit us online at www.progressgroup.org.uk 8
And y f ix e s b ik e s Recycled heating
systems raise
for charity over £2,000
for charity
After removing old or
Andy Lynam, Contract On receiving a bike, a mother staying broken heating systems
at a refuge started to cry. She said
Surveyor for the Group, has from our properties,
she hadn’t seen her son so happy
turned a talent for repairing for such a long time. The little boy
we will take them to be
second-hand bicycles into was riding up and down the street for recycled. As some parts
a project that is making a hours, smiling as he played on his can be reused, we will often
huge difference to children new bike. receive a small amount of
living in our refuges. money back.
Andy has now donated 18 bikes
Appealing to his local community to the South Ribble and Chorley During lockdown-one, most
for old bikes, he repaired and women’s refuges. Andy has also recycling centres closed,
refurbished them before giving them recently applied for match-funding which meant we had to store
to the children and women staying from the Group. several old and broken heating
at the refuges. Andy also set up a If you have an idea that would help systems. However, as soon as
JustGiving page to raise funds to your community and could benefit lockdown restrictions allowed
provide new helmets, bike locks and from a donation from our Community us to, we recycled the heating
lights with each bike. Investment Fund or Charity Fund, systems. Due to the amount
Andy said: “I feel that every child please contact the Progress we had stored up, we received
should have access to a bike, not Involvement Team on 03333 over £2,000 back.
only for the obvious health benefits 204555 or email community@
progressgroup.org.uk. The team As this was such a fantastic
but for the pure freedom and fun that
will be happy to talk through the amount, we decide to use
having wheels gives you.”
details and help you to apply. the money for our
Zoe, a Child Support Worker at homelessness schemes and
Clare House, was delighted with women’s refuges, helping
Andy’s kind offer. “Many women and Zoe and Andy
them to buy new furniture
children that flee domestic abuse
for their customers’ living
often leave most of their possessions
spaces and make up welcome
behind,” said Zoe. “To give them a
bike so they can play and exercise is packs which include tea
a wonderful idea.” bags, a washing up bowl,
a packet of biscuits and other
home essentials.
9 Pay your rent online at www.progressgroup.org.uk
Customer First
has lift-off!
On 5 April 2021, we launched our tenants and colleagues. enable them to work within your
our new Customer First community more often. We also want
We now have six dedicated local Area
to understand better the needs and
project. We spoke to Robert Housing Teams. All of the various
issues within your areas. This will help
Porter, Service Director housing management colleagues
us support the things that work well
of Operations at Progress who provide your income collection,
and to deal with any problems more
community safety, and tenancy
Housing Group, who management services are now all
proactively and promptly in a hands-
explains what Customer part of the same team.
on way.
First will mean for you. From now on, you will have a
The new Area Housing Teams will
I joined Progress Housing Group last dedicated team for your area, which
work together within a much smaller
year, and what a year it has been! you will be able to get to know much
geographical area to build better
The pandemic has brought many better and build a relationship with.
relationships with tenants who live
challenges, and I am grateful for how The team can attend tenant meetings,
there and gain more knowledge
my colleagues and our customers tenant appointments, and you will see
of the area. This team includes all
have adapted through this time. It them on our walkabouts.
the previous services you will have
has helped us accelerate some of the received before so that you won’t Who will you see
changes we have wanted to make, see any reduction in services, but by in your areas?
consider how we use technology working closer together, we aim to
better, and, most importantly, make provide a more joined-up approach As well as the existing caretaking and
us think about what more we can do through improved communication. handyperson service, you will notice
to help our tenants, residents, and a new team in your area. An Area
customers. The launch of Customer What are the reasons Housing Manager will manage each
First is a fantastic step forward in behind the change? team. They will oversee all activities
how we can do more together within their area and take the lead in
You have said that you don’t see
and aims to put you at the heart of planning how we operate.
us in your communities enough, so
everything we do. we have significantly increased the
You can find out who works
What is Customer First? number of officers within the Area
within your area on our website,
Housing Teams. We want to improve
Customer First is a change to how we www.progressgroup.org.uk/
our ‘right first-time’ approach by
organise our frontline services in your customer-first
having a more shared understanding
area following valuable feedback from across our frontline teams and
Pay your rent online at www.progressgroup.org.uk
10Our forever home
Nicola Evans, one of our to find somewhere closer to their
daughter so they could be on hand
Area Housing Managers,
for grandparent duties. They applied
recently welcomed Mr and for the property on Select Move, the
Mrs Niven into their new Choice Based Lettings allocation
home in Penwortham. scheme. As luck would have it,
The two-bedroom property their new property is now only
for affordable rent was built in one street away from where
partnership with Linden Homes and their daughter lives.
completed in 2019. Mr and Mrs Niven are so
Mr Niven manages the Middleforth pleased with their new home;
Royal British Legion Club, and this is what they said: “We are
Mrs Niven works in retail. They ecstatic. It is like our forever home.
have only moved a short distance It is a brand new home, in the right
from Riverside in Penwortham, as area, which is lovely and quiet.”
the owner of their private rented
accommodation decided to sell. They Pictured left to right,
decided this was their opportunity Nicola Evans and
Mr and Mrs Niven
The Group is now using an online sign
language service, SignLive
SignLive is an online video Karen Cookson, Customer the moment when face-to-
British Sign Language Contact Manager, said: “We face appointments are limited,
(BSL) interpretation service hope that using this new and deaf or hearing impaired
available for free for our service will make it easier for customers may not be able to
British Sign Language users have the support they usually
tenants and customers.
to contact us; particularly at use from family or friends.”
To use this service, you need
to register on the SignLive
website www.signlive.co.uk
and either download an app
or access it via the internet on
your computer or smartphone.
Once registered, you can
search and look for Progress
Housing Group in the online
community directory. By clicking
on the phone number, you will be
connected to an interpreter who
will support you throughout the
call using BSL via a live video link.
View your rent statement online at
11 www.progressgroup.org.uk/activateMeet Coralie
Coralie is our Group's How are colleagues
Complaints Co-ordinator; informed of the Complaints Coralie
her role within the Group and Feedback Policy?
is to ensure that any office hours. Our Control Centre
Training is provided regularly to
has now allocated two colleagues
complaints that the Group colleagues across the Group
specifically to deal with the incoming
receives are monitored on managing, investigating and
landline calls throughout the day
in line with our Complaints resolving complaints. We feel that
and outside normal office hours.
and Feedback Policy every colleague’s responsibility is
We also received feedback that
and processes. not just to ensure that the policy is
followed, but also to take steps to there were delays in completing
Here Coralie explains our gas repairs due to additional parts
avoid complaints being received as
updated Complaints and being required. The Gas Team
we want all of our customers to be
Feedback Policy. have completed a review of the
satisfied with what we do.
Why do we have stock carried in their vans and have
What is the new
a complaints and increased the variety of parts carried
complaints process?
feedback process? to aim to complete a repair the
Our new process consists of first time.
We have a process to ensure that all
two stages, see next page. You can Complaints
our customers are treated fairly and
also find out more on our website,
consistently. It also helps us make and compliments
www.progressgroup.org.uk/
improvements to the services that we The total number of complaints
your-feedback
provide to our communities. received for 2020/21 was 529,
How often is the
Who is covered and we responded to 87% of
Complaints and Feedback
by the Complaints and these complaints within our target
Policy reviewed?
Feedback Policy? timescales. We also received 272
It is reviewed every three years or compliments. Further details of our
Our policy covers anyone that has
when any changes are needed due self-assessment can be found on our
received a service from Progress
to regulatory requirements. However, website www.progressgroup.
Housing Group or third parties acting
we are constantly looking for ways to org.uk/feedback-performance
on our behalf.
improve our services.
Why have we reviewed our How to make a complaint
Coralie, to who do you share
Complaints and Feedback or provide a compliment
all the feedback we receive?
Policy and procedures? Contact us by:
I provide quarterly reports to our
The policy and procedures have
board, the Senior Leadership alling 03333 204555 or by live
• C
been reviewed to ensure that we
Team, customers and colleagues. chat at www.progressgroup.
investigate and respond to feedback
This includes the lessons that we org.uk,
in the quickest time possible and
have learnt and the actions that we Monday to Friday 8am - 6pm
ensure that we are acting in line
have taken to make any service mailing enquiries@
• E
with the new Housing Ombudsman
improvements. progressgroup.org.uk
Complaints Handling Code. We
have reduced the number of stages Do you have any examples • S
ubmitting an online form
to our process to avoid any delay in of lessons learnt? www.progressgroup.org.uk/
responding to our customers. Yes, we received feedback that a feedback
tenant had difficulty arranging an • W
riting to us at Sumner House,
emergency repair outside of regular 21 King Street, Leyland,
Lancashire, PR25 2LW
Follow us on Twitter @ProgressHG
12Our new process consists of:
Stage 1
A complaint will be logged We will investigate the If our customer remains
and acknowledged within two complaint and aim to respond dissatisfied after our response
working days of receipt. or resolve (when possible) at Stage 1, they can request that
within five working days of our their complaint is progressed
acknowledgement. to Stage 2 of our complaints
process.
Stage 2 (senior manager review)
A Stage 2 request will be After our Stage 2 response, Should our customer not wish
logged and acknowledged should our customer remain to go to a designated person,
within two working days of dissatisfied, they can progress they can directly complain to
receipt. A senior manager will their complaint to a ‘designated the Ombudsman. However, the
review the complaint and aim person’, an MP or councillor, who Ombudsman does ask that they
to provide a written response then progresses the customer’s wait eight weeks following the
within 10 working days of complaint to the Housing complaint having completed our
acknowledgement. Ombudsman on their behalf. process before they do so.
Fire safety in your home
Fire safety here at Progress be carried out to maintain the safety switched on when no one is at
Housing Group is a high priority. of the buildings and protect users home
Colleagues work extremely hard from the dangers associated with 5. Always keep matches and
to ensure that our buildings are fire. The significant findings and lighters out of reach of children
maintained as safe as possible. recommendations are recorded by
the Group and monitored through to 6. Extinguish cigarettes carefully
Fire risk assessments are carried and never smoke in bed
completion of the action.
out at properties managed by the
Unfortunately, fires are common 7. Keep candles in secure and
Group that have common means
and can cause serious injury non-flammable holders and
of escape, such as:
and damage to your home and never leave them unattended
• Community centres
possessions. You can reduce the 8. Do not overload electrical
• Blocks of flats risk of fire in your home by following sockets
• H
ouses of multiple occupation these basic rules: 9. Do not leave a fire door open,
• S
hared houses identified as 1. R
egularly test your smoke alarms and never remove an automatic
supported accommodation (more and report any faults door closer
than one tenancy) 2. K
eep all exits clear of 10. D
o not store anything
• H
ouses with support staff sleep obstructions so that people can flammable such as petrol
rooms or offices identified as escape quickly in your home
supported accommodation 3. T
ake care in the kitchen and By following these simple tips,
The fire risk assessment identifies never leave cooking unattended it will keep you and your family
actions and recommendations to 4. Never leave electrical appliances safe in your home.
Visit us online at www.progressgroup.org.uk
13Shared ownership helps
Sarah and Harry step onto
the property ladder
Both in their mid- “We now live in a three- “Working with Progress
20s, Sarah and Harry bedroom end terrace house, Housing Group has been
were living in rented in an area where we would a dream. Christine was so
accommodation. They like to raise children in the helpful and insightful.
thought they would never future. It has good schools, “Thank you for helping us to
be able to afford a house woodland walks, lots of green buy our wonderful new home.”
in their dream location. space, and good amenities
within walking distance. I have If you would like to
Sarah, a Democratic Services always wanted to live around find out more about
Officer for a local authority, and here as I grew up less than a shared ownership, please
Harry, a Governance Manager mile away. It is a lovely house contact Christine Grimshaw
for the English Football League, and is a great starter home. on 03333 204555 or visit
wanted to live near their families www.progressgroup.org.uk/so
in Fulwood, but saving for a large “The shared ownership scheme
deposit was proving difficult. was a life-saver as it meant that
we could get a mortgage for a
Sarah said: “We were struggling 40% share in the property and
to save for a deposit due to the pay rent on the rest (we pay the
high rent on our flat. We were same now for the mortgage and
both just starting out in our rent on the house as we did for
careers, too, so money was the flat). We know we have made
tight. The flat we were living in a good investment, and as we
wasn’t where we wanted to be, are both successfully progressing
but we had no other options in our chosen fields, we know
until we could muster up a good we will be able to staircase up to
deposit. Then we heard about 100% as soon as we can.
the shared ownership scheme.
Pay your rent online at www.progressgroup.org.uk
14Pe r fo r m a n c e a g a in s t
our Value for Money
Strategy
Value for Money (VFM) is Some of the contracts we For 2021/22 we are planning to:
at the heart of the services reviewed included: • R
eview over 63 contracts, including
we deliver; we want to • C
orporate gas supply contract - some reactive and planned repairs
ensure that we offer the due to historically low oil prices contracts, grounds maintenance
best possible services we resulting from oversupply in the and vehicle supply arrangements
can in the most efficient world market due to the pandemic, with a total value of £20 million.
and effective way. You can there was an opportunity to • A
chieve savings or avoid or
view our annual VFM self- secure a new contract ahead minimise cost increases and also
assessment document of the programme. Savings of improve services to customers.
on our website, www. approximately 17% (£170,000)
progressgroup.org.uk/VFM were secured against a forecast • R
eview our gardening and white
contract price increase of 10%. goods repairs contracts relating to
The savings and efficiencies we our supported living properties.
make through VFM activity can • C
onversion works at St John’s
provide more new homes for people Court independent living scheme We aim to continually assess
who need them, be invested in local - due to market instability, opportunities to enhance our services
communities offering a safe and contractors were pricing in new risk to customers and actively involve
healthy place to live and support factors due to the pandemic. After our employees and customers to
people to achieve more opportunities reassessing the work required, achieve VFM.
and independence. a saving of £30,000 has been
During 2020/21 we: achieved as the work was done
by redeploying colleagues made Find out more
• R
eviewed over 45 contract
available due to the national If you can think of any ways that
areas, including gas and half- we can improve our services
lockdown from our in-house
hourly electricity supply, flooring without increasing our costs that
Property Services Team.
services, telephony infrastructure could save money, please get in
and various compliance support • L
ift replacement and refurbishment touch by emailing enquiries@
contracts with a total value of - saving of £23,000 achieved due progressgroup.org.uk, web
£19.5 million. We have identified to consolidating requirements to chat at www.progressgroup.
savings over £250,000 or avoided one contractor for three sites. org.uk, via Facebook/
or minimised cost increases and • F
looring - regarding kitchen and ProgressStreetTalk or telephone
improved customer services. bathroom replacements, we us on 03333 204555.
procured a higher specification
of flooring material at the same
costings as existing contractor
pricing on the contract renewal.
View your rent statement online at
15 www.progressgroup.org.uk/activateLa u r a 's e m p lo y m e n t
hints and tips
Laura, one of our Progress as Indeed. Just go to email
If you would like additional
alerts and select the jobs and
Futures Officers, shares support to help you with your
locations you are interested in
with you some of our best and get daily alerts of relevant job search, gaining further
hints and tips to use when jobs sent to you. skills or qualifications, please
looking for work. get in touch with the Progress
3. A
lways adapt your CV to the Futures Team at enquiries@
1. R
egister with agencies - it is a role. If there are key skills the progressgroup.org.uk
recruiters job to get you a job. job specification asks for, make
Register with as many as you can sure they are on your CV. Make
and stay in regular contact with it an easy choice for the hiring
them. A weekly email to see if manager to select you
there are any new vacancies will
4. C
reate a specific cover letter
demonstrate your commitment
to help your CV get noticed.
and drive and make them find you
By creating a cover letter when
the perfect match quicker.
applying, you demonstrate to an
2. W
ork smarter, not harder - get employer that you have taken the
your job search searching for you. time to understand the role and
Make sure that you set up relevant pick out your key skills.
alerts on all your job boards, such
Follow us on Facebook/ProgressStreetTalk for the latest news
16Project SEARCH
inte r n s jo in P r o g r e s s !
We now have ten young College, Lancashire County and workplace experience
people set to join us in Council, South Ribble Borough within one of our departments,
Council and national charity with placements varying
September as part of Hft. The programme sets out from working within Property
our partnership with to help young adults aged 18- Services to working alongside
DFN Project SEARCH. 24 with a variety of learning our housing management and
Project SEARCH is an disabilities and autism spectrum community involvement teams.
employability programme conditions gain the skills they Look out for further updates
recently launched in South need to become employed. about Project Search in our
Ribble with partners including The ten interns will take part in a future newsletters and on our
Progress Housing, Runshaw mix of classroom-based learning Facebook and Instagram pages.
Progress
in Bloom
Entries are now open for our
annual ‘Progress in Bloom’
gardening competition
or sunflower growing
competition.
You can enter online at
www.progressgroup.org.uk/
bloom, email community@
progressgroup.org.uk or call
03333 204555. The closing
date is 30 June 2021.
Judging will take place on
13 July 2021, with an awards
event and presentation on
23 July 2021.
Follow us on Twitter @ProgressHG
17Progress Community
Champions Awards Callum and
Elizabeth
The Progress Community Congratulations to Individual Bronze £25 - Jason, Val,
Champion Awards were all the winners Neil, Sam, Samantha, Sian
held as a way of saying a big Group gold £200 - The Base Individual Highly Commended £15
‘thank you’ to all the many Leyland, Lancashire Positive Minds - Janet, Graham, David, Sophie
volunteers who have worked Young Person Gold £100 - Joshua,
Group Silver £100 - Wade Hall
so hard to support our local Jacoby, Maya
Community Association, Volunteer
communities throughout PPE Delivery Drivers, Community
such a challenging year. Young Person Silver £50 - Callum
Network Outreach, St Andrews and Elizabeth, Grace and Emily
It was amazing to hear about all the Sports Life
wonderful projects and the people So if you think of someone you could
Group Bronze £50 - Tippy Toes nominate, watch out for next year’s
involved who have given up their time Baby Bank, Streetwise, Lower Lane
to help others when they needed it Community Champion Awards and
Foodbank, Miles of Smiles put them forward.
the most.
Group Highly Commended £25
Our judges had a great time deciding - Leyland Foodbank, High Five,
on who should win. This was difficult Bowland Rescue, Leyland In
as all 91 nominations were helping Bloom, Leyland Radio, Leyland
our communities in so many different Sporting Memories, New Day Church,
and wonderful ways. If you are a voluntary group
Team Dad providing support to your local
80 people came along to the Individual Gold £100 - community and you are looking
Virtual Award Ceremony. It was a Stephen, Joan, Craig for funding, please contact the
pleasure to be able to share stories Progress Involvement Team
and recognise everyone’s hard Individual Silver £50 - on 03333 204555 or email
work. We will be featuring some Barry, Celia, Neil community@progress
of these fantastic stories in future group.org.uk
editions of StreetTalk.
Virtual Scarecrow Festival 2021
Following a suggestion from by your favourite character like
the scarecrows in these photos
one of our tenants, we are
made by members of the Progress
excited to announce our first Involvement Team and their families.
Virtual Scarecrow Festival.
Share a photo of your scarecrow
We would like to invite you to and send it to community@
get creative and make your own progressgroup.org.uk to enter
scarecrow. You can use anything or post it to our Facebook page. Gangsta
you have at home to make it, like All entries received between now Granny
old clothes, gardening gloves, and 30 August 2021 will be shown
plant pots, garden canes, straw, in our newsletters, social media,
or things from your recycle bin. and website. There will be prizes
You might choose to make a for the 10 most creative entries.
traditional scarecrow or one inspired We can’t wait to see them all!
The Minions
Visit us online at www.progressgroup.org.uk
18Helping to
N ew website reduce our
carbon footprint
for Key As part of our commitment to
reducing our carbon footprint,
we have selected Aberla
Energy, part of the North West
Key Unlocking Futures based Aberla Group, as our
is our subsidiary charity specialist energy contractor
that works to help build for the next three years.
better lives. Adele Livesey, Operations
We are pleased to announce the Director, added,” Ensuring
launch of Key’s brand new website, that our solar PV panels are in
www.keycharity.org.uk. The new how the innovative work at Key helps good working order and well
site was developed and delivered people across Lancashire to build maintained is key to ensuring
entirely in-house as a collaborative better lives. The team, who have that our customers continue
project between the Group’s Digital made the new website possible, to benefit from cleaner and
Marketing and Communications have put in many hours of sweat and cheaper energy whilst helping
Team and Digital Analysis Team, tears, and I hope you will agree that
the Group work towards the
Key’s board member Michelle this has really paid off.”
UK’s net zero carbon targets.”
Hallmark, and Key’s Operations The project is part of a wider Group
Director, Ursula Patten. project to refresh and relaunch the Aberla’s team is due to
Ursula Patten said, “We are delighted Group’s website portfolio, which will start the project now, with
with the new website that celebrates take place over the coming year. the programme due to be
completed by October 2023.
A day in the life of an
apprentice joiner
Callum is 16 and lives “Our jobs can range from hanging job whilst getting paid. For me, it
in Penwortham. He doors and skirting boards to fitting has been a great experience!
window sills, boxing in pipes, or
joined Progress Housing I hope to complete my
changing locks. When we arrive
Group as an apprentice at the job, I will watch my mentor,
apprenticeship in four years and
joiner in December 2020 Ryan, and follow his instructions so
become a qualified joiner with a
after working with our I can learn to do the job myself.
range of skills that I’ve learned during
Progress Futures Team. my time at Progress Housing Group.”
“Once a week, I also attend college
Here is a taste of what a typical to study Level 1-3 Joinery.
day at work is like for Callum.
“I wanted to become a joiner as I
“I start work at eight in the morning wanted a job that was active and
when my mentor Ryan picks me hands-on. As an apprentice, I get to
up from my home in his works work with qualified joiners and am
van. We then check the system learning all the time, either on the
iPad to see where we will be job or through my college course.
working and if we need to collect I would definitely recommend an
any materials beforehand. apprenticeship to others. It’s a Callum
great opportunity to learn on the
Pay your rent online at www.progressgroup.org.uk
19Progress Lifeline
launches new website
and online shop
Progress Lifeline is Products now available to services could help. There
our award-winning buy directly online include: are also self-install videos and
technology-enabled care • T
he traditional ‘red- user guides for ease of use.
service that supports button’ pendant alarm We’d love you to visit the new
independence by helping • T
he Footprint, which is a GPS Progress Lifeline website,
people live safely inside location device, pendant alarm www.progresslifeline.org.uk,
or outside the home. The and falls detector all-in-one and let us know what you think!
service has launched an “Knowing my mum can
• T
he Reach IP - a digital unit
online shop to enable which uses a SIM card so summon help at the touch
people to buy technology- no landline is required. of a button in case she falls,
enabled care products any time day or night, gives us
and services no matter The new website is easy to both peace of mind that help is
navigate and contains dedicated always at hand if I can’t be there.”
where they are across
pages for specific health Helen B, daughter of Progress
England and Wales.
conditions, with information Lifeline customer (May 2021)
about how our products and
Customer scrutiny update
Our tenant-led Scrutiny Pool • Accountability and their recommendations.
has been very busy over • Quality You can find out more about the
the last couple of months. Together with Tenants Charter
In our last update, you may • When things go wrong
at housing.org.uk/tenants.
remember that the current The self-assessment has now You can also find the reports
scrutiny review is tenant been completed. The Scrutiny produced by the Scrutiny Pool
engagement and involved Pool is working its way through and updates on implementing
looking at the National each of the six areas, looking at the recommendations on our
Housing Federation’s Together what Progress Housing Group website www.progressgroup.
with Tenants Charter. does to meet the criteria and org. uk/scrutiny
For the Scrutiny Pool to carry making recommendations on
what could be done differently The Scrutiny Pool comprises
out their scrutiny review, teams tenants who volunteer their time
from across Progress Housing to make improvements.
to get involved; we are always
Group have completed a self- This is a huge task, so we are looking for more people to join
assessment of their tenant looking at one area at a time. the Scrutiny Pool. If you would
engagement activities, using The Scrutiny Pool has completed like to find out more about this
the six areas set out in the its review of the first three areas group or if you would like to
Together with Tenants Charter: and will complete the full review suggest an area to be reviewed,
• Relationships over the next few weeks. please contact the Progress
Once each area is complete, a Involvement Team on 03333
• Communication
report will be produced detailing 204555 or email community@
• Voice and influence the findings of the Scrutiny Pool progressgroup.org.uk.
View your rent statement online at
www.progressgroup.org.uk/activate 20Our Soup
Dragon has been
spoilt for choice
The Soup Dragon’s Den Look out on social
is a way for community media, our website and
groups and organisations in the next edition to
to apply for funding, and hear from the winners.
the community deciding Soup Dragon’s Den
who receives it. Event 1
We ran the first Soup Dragon’s Winner:
Den back in May 2019 in a Miles of Smiles
community centre, with soup
for everyone. Groups pitched Lower Lane Food & Hygiene Bank
for funding, and the community The Four Seasons
voted for the winner.
New Age Sports U3A
In 2020 we were unable to
organise the Soup Dragon’s Den Kiran Women’s Group
events due to the pandemic. 2021 Soup Dragon’s Den
arrived, and we hoped that we Event 2
would be back in a community
Winner: Lancashire
centre serving soup and having
Positive Minds Laila enjoys a Cinderella ride
face to face pitching; this was
not to be, so we set out to run The Base Community Centre organised by Miles of Smiles.
the Soup Dragon’s Den virtually. Leyland in Bloom
Applications flooded in for up to Safe & Sorted
£1,000 of funding, ranging from
kick-start projects to organised Team Kick About
activities to help build confidence. Congratulations to
A panel of Progress Housing one and all!
Group tenants selected 12
applications from 16 to go forward The next event will take
to the pitching den, and the event place in September.
was held over two evenings.
Susie Marsden, Parent funder
of Lancashire Positive Minds,
is thrilled their bid won.
Follow us on Facebook/ProgressStreetTalk for the latest news
21We need your talent
If you think you have Can you help us make “We believe it is important
the X factor or want to the next three years to tackle inequality and
have your voice heard count even more? promote diversity. Our
at a strategic level, our We are looking for enthusiastic, board developed this
trainee board member creative and committed people programme to enable
programme is for you. who live in our communities to help underrepresented people
us shape our future organisation.
In three years we will be 30.
You will join the second cohort of
to gain access to non-
30 years since we committed executive board training
to making a real difference to our award-winning two-year part-
people’s lives. We have grown in time board trainee programme. and opportunities,
number, expertise, and impact helping to ensure a
since those early days. wider representation
of our society and
communities and build
Find out more by strong governance
emailing enquiries@
progressgroup.org.uk for the future.”
Jacqui De-Rose, Chief Executive,
Progress Housing Group,
Visit us online at www.progressgroup.org.uk
22Easter cheer for
independent living tenants
The last year has been We wanted to spread a little Easter
cheer amongst our communities
challenging for many
and delivered an Easter egg to all
people, particularly our tenants living in our independent
our more vulnerable living schemes. We also distributed
tenants who have been a supply of Easter eggs to
shielding. Many people, community groups operating from
old and young, have our community centres to be shared
been feeling isolated and with the families they support.
missing contact with We were delighted to receive
their friends and family. the support of Consortia
Integrated Services Limited, who
gave us a generous donation
of 300 chocolate eggs.
We also received 21 entries to our Easter card decorating competition run in the last edition
of StreetTalk. We received some fantastic designs. Congratulations to our ten winners:
Mrs
Miss Cook Mr Dilworth
Fairbrother
Mrs
Mr Ellis Hansbury
Ms Cowell
Mrs Hoole Ms Danson
Mrs Pitts
Ms Davies
Visit us online at www.progressgroup.org.uk
23How are we performing? From April 2020 to March 2021
Housing Management Target Result Target met Trend Top quarter*
We aim to re-let empty general Worse than
26 days 20 days
31.0
needs properties within 26 days -
days
impacted by COVID-19 restrictions
last year
We aim to have less than four properties
Worse than 1 out
out of every 100 vacant and available to let 4 3.7 last year of 100
at any time
We aim for current tenant rent arrears to be Same as £1.90 of
less than £4.20 of every £100 of rent due £4.20 £3.90 last year every £100
We aim for current tenant rent arrears,
Same as £0.80 of
excluding that owed by Housing Benefit, to £3.90 £3.90 last year every £100
be less than £3.90 of every £100 of rent due
Repairs Target Result Target met Trend Top quarter*
We aim to complete responsive Better than
repairs within 6.5 days 6.5 days 8.4 6.5 days
days
- impacted by COVID-19 restrictions
last year
We aim to keep 95 out of
Better than
every 100 responsive repairs 95% last year
96.3%
appointments made 93.3%
We completed 1,173 planned
1,173 Worse than Not
component works from April to March 1,413 last year available
- impacted by COVID-19 restrictions**
We aim for 100 out of every 100
Same as 100 out
gas appliances to have been 100%
serviced in the last 12 months 100% last year of 100
Tenant Satisfaction Target Result Target met Trend Top quarter*
We aim to keep 90 tenants out of
92.9% Better than 97.6 out
every 100 satisfied with the service 90% last year of 100
provided to new tenants
We aim to keep 85 tenants out of every
Better than Not
100 satisfied with the service provided 85% 82.9% last year available
regarding arrears management
We aim to keep 90 tenants out of every
89.3% Same as 97 out
100 satisfied with the overall quality of a 90% last year of 100
responsive repair
We aim to keep 85 tenants out of every
Better than Not
100 satisfied that the repair has been 85% last year available
completed right first time 84.2%
*This column shows the performance figures of the highest performing housing **The impact of the COVID-19 pandemic on the planned works programme
associations across England and Wales. We aim to be within the top quarter of has been significant, with a combined total of 23 weeks of the year being
all housing associations. You will see that for some of these indicators we are spent in lockdown. However, despite these restrictions and the Group being
already on the top quarter whilst for others we need to do a bit more work. unable to carry out planned works during this period, a total of 83% of the
planned programme was delivered during 2020/21.
Visit us online at www.progressgroup.org.uk
24Dates for your diary
Your voice Event Training
or customer Tenant inspection
meeting
Following guidance issued by July 2021 August 2021
the government, we continue to
Tuesday 13 July Monday 16 August
hold our involvement meetings
Judging of Progress in Bloom Virtual coffee morning - come along
using Zoom. Zoom is an app and sunflower competition by a and join us for a coffee and chat. The
that can be used to join an panel of tenant volunteers theme this month is bring your pet,
event virtually either by using 1.30pm. so bring your furry and fluffy friends
a landline, smartphone, tablet, with you
laptop or computer. We have a 1.30pm.
Monday 19 July
schedule of activities happening Virtual coffee morning - come along
over the next few weeks, and we and join us for a coffee and chat. The Tuesday 31 August
would love to see and hear you theme this month is best lockdown Tenants Forum - an opportunity for
memory, so bring your story to share tenants to review and comment on
at these events. reports and performance information
10am.
before they go to the board
Don’t worry if you haven’t
2pm.
done anything like this before;
Tuesday 20 July
we will be happy to help
Scrutiny Pool quarterly update
you get connected. Please meeting - get an update on
You can also view upcoming
contact the Progress progress made in implementing events by visiting our website
Involvement Team on recommendations www.progressgroup.org.uk/
10.30am. get-involved and clicking on
03333 204555 or email
the 'Events' link, or follow us
community@
on Facebook.
progressgroup.org.uk Friday 23 July
Awards event for Progress in Bloom
and sunflower competition
10.30am.
Pay your rent online at
www.progressgroup.org.uk
25You can also read
