Introducing our new Customer Promises
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Progress Housing Group, which RWP is part of, has 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.
Our new Customer Promises will help tenants hold us to account as their landlord and reassure them that we are delivering high-quality services.
RAMP is aligned with our Customer Promises
Resolve issues
- Our promise: we will make every effort to resolve issues when they are raised to the tenant’s satisfaction.
- Our metrics: the percentage of complaints answered in time, and the percentage of tenants who believe their query was resolved today.
Adapt our service
- Our promise: We will adapt to deliver a supportive service, treating everyone fairly and considering their individual needs.
- Our metrics: the percentage of tenants who feel treated fairly and with respect, and the percentage of equality and diversity data we hold about our tenants.
Make it easy
- Our promise: We will make it easy for tenants in all aspects of service delivery.
- Our metrics: the percentage of overall satisfaction with us as a landlord, along with the percentage of satisfaction with our repairs service.
Proactive communication
- Our promise: we will be proactive in our communication, being patient, genuine, approachable, and managing expectations. We will say what we will do and by when.
- Our metrics: the percentage of tenants who feel we listen to their views and act upon them, and the percentage of calls that could have been avoided if resolved first time.
Accessible versions
You can access plain language and Easy Read versions of our new Customer Promises. Easy Read and plain language versions: Accessible versions