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How we’re performing against our key targets

At Longhurst Group, we’re committed to achieving high levels of performance in everything we do. We constantly monitor our performance, which helps us to identify areas where we need to improve.

As of September this year, there were areas where we were performing well, and others in which we’re working hard to address under-performance. Customer satisfaction is particularly important to us, and we know that, across a number of areas, satisfaction levels aren’t where we’d like them to be. However, we’re identifying issues that customers have told us they’re facing and we’re working hard to tackle them.

Helen Bird, Customer Engagement Manager, said: “Customer satisfaction with how we handle complaints is below target for the first six months of this financial year and we’re working to improve our response times to formal complaints. “Our repair service performance is close to target for repairs completed right first time and we’ll continue to work with our contractors to reduce the time taken to complete the work needed.

Everyone will be working hard to ensure our performance continues to improve.

Helen Bird, Customer Engagement Manager

“However, while we know there are areas in which we need to improve, there are areas in which we are performing well. “Service compliance for fire risk, legionella and asbestos has achieved our 100 percent target, with gas and electrical safety remaining a major priority for the Group going forward. “Our planned maintenance programme is also operating well, with over 1,000 improvements completed between April and September.

“Our commitment to improving lives is illustrated by excellent results from our Community Investment initiatives, with over 3,000 customers supported by the Group. The target of 3,429 is for the full 12 months to April 2022, so we’re well on course to exceed this.”

Helen added: “We’ll continue to monitor how we perform against our targets and everyone will be working hard to ensure our performance continues to improve so our customers receive the level of service they deserve.”

Customer satisfaction (Year-to-date)


Repairs and servicing

Housing and Communities

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