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

Longhurst Group complaints: 1 April 2019–30 September 2019


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.

1 April 2019 to 30 September 2019 – types of complaints received

Formal complaints

The chart below shows the number of formal complaints that were upheld, against those that were not upheld.

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.

1 April 2019 to 30 September 2019 – formal complaints

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 said: A family contacted us to say they had received a letter asking that recharges be paid on behalf of their late mother.

We did: We quickly recognised that the agreements made with our legal enforcement team had not been communicated with the team responsible for issuing the standard letter. The process was changed to prevent repeat situations with families in the future.

You said: A customer told us how a sub-contractor had attended to complete follow on work on a Saturday morning and was accompanied by his partner.

We did: This matter was addressed by Wates who reviewed sub-contractor working agreements to ensure all operatives on site understand the importance and implications of taking others onto site and into people’s homes. 

You said: An infestation of rats was reported and subsequently a complaint raised. The outcome highlighted that our practises and the information given to tenants was not consistent across the group.

We did: The Property Services Team have aligned their approach so that if rats are found in a property, as a result of defects with the building, then we will actively engage with pest control to resolve the situation, at our cost. The pest control company will be instructed to bait and once clear, Wates will repair any building defects allowing entry.

You said: We were told that the process with having fitted aids and adaptations was not meeting customer expectations.

We did: There has been an introduction of a single point of contact responsible for project managing the aids and adaptations work orders at Wates. A new email address has been set up for any queries related to this type of planned work.

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