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Longhurst Group and Mears Customer Charter

This customer charter covers the service standards you can expect as a Longhurst Group customer in all heating repairs and servicing work you may receive from Mears.

We will continue to ask for your feedback to ensure our contractor delivers the high-quality service promised to our customers.

Click here to download the Mears Customer Charter as a PDF file.

Our commitments to you:


  • We will communicate clearly and keep you informed and up-to-date at all times.
  • We aim to answer your calls within 45 seconds.
  • You will receive a reminder text 24 hours before your appointment and another to let you know when we’re on our way to your home.
  • We will ensure any information sent to you is easy to understand.
  • You can request our communication in a number of alternative formats, including audio versions, sign language and braille.
  • We will use agreed passwords when communicating with you to give you peace of mind.
  • We will fully explain why we are visiting your home and always show you identification on arrival.
  • Engineers will arrange further appointments for any additional heating repairs that are required whilst they’re at your home.
  • We will keep you up to date with the progress of your heating repair, servicing or heating installation and inform you of any changes promptly.

Evolving the service

  • We will continually use feedback to enhance the customer experience.
  • We will listen to you and use your feedback to improve our services.
  • We will let you know what your feedback tells us and how we’ve used it.
  • We will take complaints seriously, respond within our set timescales and learn from our mistakes.
  • We will keep you informed of any service improvements through our website and customer newsletter.
  • We will attend customer meetings where required.
  • Colleagues will keep their knowledge and skills up-to-date to make sure we offer a first-class customer experience.


  • We will always act with honesty and integrity.
  • We will hold ourselves accountable to our working values.
  • We will be open and honest in our dealings with you.
  • We will follow our code of conduct and be respectful in your home.

Timely service

  • We will keep our promises and provide information to you when we say we will.
  • Engineers will arrive on time and let you know if they are delayed.
  • Upon arrival at your home, engineers will wait for five minutes for an answer before they leave, having left a No Access Card.
  • We will call you back when we say we will.

Unique service

  • We will work with you to understand your personal needs.
  • We will listen to you and consider your personal circumstances at every stage and offer flexible services as much as possible to accommodate your personal requirements.
  • We will treat you as an individual – we will take time to understand any personal needs or special requirements and pass these on to our engineers.
  • For Care and Support customers and leaseholders, we will aim to use the same engineers on each visit so there is a familiar face delivering our services.
  • Where possible, we will provide temporary heating to support you.
  • If possible, we will use female engineers where requested.
  • We will offer an enhanced service to our elderly and vulnerable customers.


  • We will set and maintain high standards in the quality of our work.
  • We will always aim to fix your heating repair during the first visit to your home.
  • All colleagues receive regular training to ensure the highest standards are always delivered.
  • All engineers will leave your home clean and tidy after every visit and we will respect your property and make use of shoe covers and dustsheets to protect your home.
  • Once we have completed our work and before we leave, we will explain what we have done and if any follow up visits are required. 
  • All engineers will wear branded uniform and have an ID badge - subcontractors will have Mears ID cards only.


  • We will treat your personal information confidentially and with respect.
  • We will protect all data given to us.


  • We will act responsibly and take ownership of the service provided.
  • We will book follow on appointments and order parts straight away.
  • We will pass on all information to ensure the right person can help you.
  • We will maintain our duty of care to you.
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