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.
We have introduced a new set of Customer Promises, which we co-created with our tenants, and which are based on our customer service framework called RAMP.
RAMP stands for: Resolve issues, Adapt our service, Make it easy and Proactive communication.
Our new Customer Promises will help tenants hold us to account as their landlord and reassure them that we are delivering high-quality 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
How well are we delivering our Customer Promises?
Tenant Annual Review Summary 2022/23
Customer Promises Year End 2023/24
RWP Customer Promises - Quarter 1 - 2024/25
RWP Customer Promises - Quarter 2 - 2024/25
RWP Customer Promises - Quarter 3 - 2024/25
RWP Customer Promises - Quarter 4 - 2024/25
RWP Customer Promises - Quarter 1- 2025
RWP Customer Promises - Quarter 2 - 2025
RWP is part of Progress Housing Group, a government-regulated and not-for-profit housing provider with an industry reputation for excellence which provides high quality and affordable housing and related services to communities throughout the UK.
To find out more about our Policies, corporate information, performance and commitments, visit www.progressgroup.org.uk