Independent · not part of Progress Housing Group
Progress Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Progress Housing Group: the repairs phone number and emergency line, reporting a repair online, and how long Progress Housing has to fix it. Progress Housing’s own target for routine repairs is 28 days.
Other names: Progress Group
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: progressgroup.org.uk
Has Progress Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Progress Housing’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Progress Housing’s emergency line is here.
How to report
Reporting a repair to Progress Housing Group
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Progress Housing misses its own target, complain. You may also be able to claim.
- Live chatReport a repair by live chat on the website during working hours.
- Send a messageUse the message form on the Get in touch page; replies take 5 to 10 working days.
- In person or in writingProgress Housing Group, Sumner House, 21 King Street, Leyland, Lancashire, PR25 2LW.
Emergency repairs
When to call Progress Housing straight away
Phone Progress Housing straight away if anything puts someone in danger or leaves your home unsafe. Open 8am to 6pm Monday to Friday; outside those hours the line takes emergencies only, 24 hours a day. The number is in Progress Housing’s repair contacts.
- 01Burst pipes, severe roof leaks or flooding
- 02A fire in your home
- 03Unsafe electrical fittings or wiring
- 04A blocked main drain, or blocked soil pipe to your only toilet
- 05Complete loss of power or lighting
- 06Complete loss of heating with no other source of heat
- 07External doors or windows that won’t secure
- 08Damp and mould that is a serious risk to health, or a lift or warden alarm failure
What counts as an emergency, from progressgroup.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Progress Housing.
Timescales
How long Progress Housing Group has to fix it
Progress Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Progress Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAims to complete the same day or next day; 24/7 service. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 days | No fixed legal limit unless it’s a hazard |
| Non-emergency | 28 daysIn standard working hours, at the first available appointment that suits you. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Report damp and mould by phone or live chat and a surveyor will inspect your home to find the cause and what will stop it coming back, such as cleaning, specialist treatment, better ventilation or fixing defects. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from progressgroup.org.uk and Progress Housing’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Progress Housing’s own target. You could claim compensation.
Start your claimYour options
If Progress Housing Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Progress Housing for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Progress Housing
This can get Progress Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Progress Housing to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Progress Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Progress Housing
Acknowledged within 5 working days, with a written reply aimed for within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days; a manager reviews it and aims to reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Progress Housing to put things right.
Progress Housing’s record
How Progress Housing Group performs on repairs
of Progress Housing tenants were satisfied with the repairs service in 2024/25.
Sources: Progress Housing tenant satisfaction measures 2024/25.
Contacts
Progress Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Progress Housing Group repairs: questions
What is Progress Housing Group’s repairs number?
0333 320 4555. Open 8am to 6pm Monday to Friday; outside those hours the line takes emergencies only, 24 hours a day.
What is Progress Housing Group’s emergency or out of hours repairs number?
0333 320 4555 (Repairs and emergencies). Open 8am to 6pm Monday to Friday; outside those hours the line takes emergencies only, 24 hours a day.
Can I report a repair to Progress Housing Group online?
Yes, at my.progressgroup.org.uk. Report non-emergency repairs and book an appointment in your online tenant account. To register you need your tenancy number and email address.
How long does Progress Housing Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (non-emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Progress Housing Group tenants?
Since 27 October 2025, Progress Housing must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Progress Housing’s own damp and mould commitment: Report damp and mould by phone or live chat and a surveyor will inspect your home to find the cause and what will stop it coming back, such as cleaning, specialist treatment, better ventilation or fixing defects.
How do I complain about a repair to Progress Housing Group?
Complain to Progress Housing first, online or by phone on 0333 320 4555. Acknowledged within 5 working days, with a written reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Progress Housing Group?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Progress Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of Progress Housing Group?
No. Report Repair is independent and not part of Progress Housing Group or any council or housing association. We show Progress Housing’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Progress Housing has to fix, by problem
Not Progress Housing?
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Reported a repair to Progress Housing Group and still waiting?
About 2 minutes. No documents. Free to check.