Our complaints performance
We aim to provide an excellent service to our customers. If we get things wrong we want to put them right and learn from our mistakes.
We also want to be open and honest about the complaints we receive and how we investigate and resolve issues raised. This page contains data about the kind of complaints we receive and improvements we have made in response to our customers' feedback.
Acting on feedback
Most importantly, we use complaints to identify areas of our service where we need to make changes, so that the service you receive continues to improve. You can read more below about changes we have made in response to customer complaints.
Longhurst Group complaints: 1 April 2019–31 March 2020
Types of complaints
Complaints we receive are handled in two ways:
- Informal or 'first-time fix' complaints are issues that can be resolved within two working days.
- If we cannot resolve the problem within two working days, and a solution is not easily available, we will record this as a formal complaint.
The chart below shows the number of formal complaints received and closed between April 2019 and March 2020.
Complaints are classed as 'upheld' when we have:
- failed to provide a service when agreed
- provided a poor service
- made a mistake in the way we provided a service
- failed to meet a service standard
- not followed our policies correctly.
In instances such as these, we would write to formally apologise and explain a way forward.
Note: Of the 963 total complaints received from October 2019 to March 2020, 508 were closed.
Which services received complaints?
This chart shows the total number of complaints (formal and informal) received by different service areas at Longhurst Group.
Note: as of October 2019 Sales and Leasehold Management complaints figures are now counted separately.
You said, we did
We always value customer feedback. We take it all on board and look to improve our service based on what you tell us.
You told us that you didn’t always receive a call back about heating repairs, despite being promised one.
Mears were made aware of this through our complaints procedure. A call back system is now in place to make sure calls are returned by the end of each day.
It was flagged to us that a customer was upset to receive a gas servicing stage one warning letter when the appointment had in fact been missed by Mears.
As a result, it’s been agreed to review the wording in the stage one letter and for compliance coordinators to ensure they check the service history with Mears before these letters are sent out.
You told us that there can be long delays in replacing boilers due to a lack of oil boiler resources at Mears.
Mears have now increased their oil resources and restocked in everything needed for oil boilers.
A customer told us the repair for their air source heat pump was overdue.
It was apparent that this was an issue for several customers. Mears have informed us that they’ve now recruited an extra air source heat pump engineer and are offering further training to other engineers