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Working Smarter Together

During the Coronavirus pandemic, we’ve had to significantly change how and where we work, closing our offices to ensure we’re doing everything we can to keep people safe. Our Working Smarter Together strategy details how and where we’ll work in the future.

Working Smarter Together

We’re making some changes to the way we’ll work and provide services.

During the Coronavirus pandemic, we’ve had to significantly change how and where we work, closing our offices to ensure we’re doing everything we can to keep people safe.

Although we’ve not been able to spend as much time in our communities as we’d like, we’ve learned how to communicate with customers and deliver services in a different way. By travelling less, being more efficient and accessing our offices less often, we’ve also reduced our impact on the environment.

Listening to customer feedback, before and during the pandemic, we know we need to be more responsive to improve the way we deliver services and answer your queries. This has helped us understand what we need to do to realise the benefits of our new way of working.

We’re always looking at how we can do even more for our customers and provide services that make a real difference. By working more closely with you and staying connected with the communities we serve, we believe we can do even more.

Our vision for the future is to work smarter, more flexibly and from fewer locations.

You can find out more about this by watching this video.



What this means

Some of our offices won’t reopen following the pandemic, and many of our colleagues will work locally within the community without being based in an office.

As we return to delivering our usual services, we’ll visit customers and our communities more often.  

We’ve kept an office location in each of the three regions we cover – the East, South and West.

Our offices in the East

After reviewing the buildings and facilities we’ve used in the East region and gaining a clearer understanding of the way customers and colleagues accessed our offices in the past, and how often, we’ve decided to only reopen the Boston office.

This means that the following offices won’t reopen:

  • Acorn Office, Grimsby
  • Lincoln
Our offices in the South

After reviewing the buildings and facilities we’ve used in the South region, we’ve decided to only reopen the Rushden office.

This means that the following offices won’t reopen:

  • Oakham, Rutland
  • Peterborough
Our offices in the West

After reviewing the buildings and facilities we’ve used in the West region, we’ve decided to only reopen the Beechdale office in Walsall.

This means that the following offices won’t reopen:

  • Bedworth
  • Newhall Hill, Birmingham
  • Nottingham

We anticipate that future customer visits at the Beechdale office will be by appointment only.


The benefits

Making savings to reinvest in our services

Having fewer offices and travelling less will reduce our operating costs and we’ll reinvest these savings into improving the services we provide. Reduced emissions from vehicles and buildings will also lessen our carbon footprint.

Working more closely in our communities

Having more people working locally in the community will help us have a closer connection with our customers. Alongside enhanced opportunities for customers to use technology, we’ll significantly improve the service and the experience you receive.

Improving our digital services

This approach follows customer feedback about seeing more colleagues within our communities and receiving an improved digital experience. As well as having homes you love, we want you to access services you can rely on and in a way that suits you.

Ensuring colleagues have the right tools to provide our services

This new approach will also help our colleagues to improve their work/life balance, meaning they’ll be happier, more productive and have the tools they need to ensure you receive an even better service.

Over time, we want to offer more effective digital services that provide you with greater opportunities to use technology and communicate with us in the way you choose. And when life changes for you, we want to make sure we can be there to help, providing the support and guidance you need to maintain a good quality of life.


What's next?

In the coming months, as and when restrictions change, the offices we’re keeping will begin to reopen to more visitors.

As we improve our digital services and have more presence in our communities, we expect that fewer customers will attend our offices.

After everything we’ve achieved in the last year and a half, we’re ready to embrace this new way of working and confident it’ll enable us to do even more for our customers.

If you have any questions about our new way of working, please email yourquestions@longhurst-group.org.uk


Updated: 16 November 2021

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