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Longhurst Group confirms appointment of three new repairs contractors

Longhurst Group is pleased to confirm the successful appointment of three new contractors to deliver our repairs and voids service from July 2022.

Following an extensive tender and procurement process, a new contractor has been appointed to deliver the service in each of our three regions; the east, south and west.

They are:

  • Morgan Sindall Property Services – east region
  • Fortem Solutions – south region
  • Ian Williams Limited – west region.

The new contracts will come into effect from 1 July 2022 and will run for the next five years – plus a further five if the contracts are successful. Our current contractor, Mears Limited, will continue to deliver our repairs and voids service until the new contracts come into force.

Closer to the start of the new contract, customers will receive a letter and information pack to confirm who their new contractor will be from July 1, detail the key changes and answer any questions they may have.

Repairs call handling

In addition to the mobilisation of our new contractors, from 1 July, we’ll also be bringing repairs call handling in-house, with the creation of our very own Repairs Contact Centre.

The team will receive extensive repairs training in preparation for the change. They will take all repairs calls and give appointments at that first contact, ensuring greater efficiency a better overall experience for our customers.

As part of these changes, to further improve our service, we’re also procuring a new, specialist provider to handle our Out-of-Hours calls when the new service goes live in July.

More details about the above changes will be shared in the forthcoming communication to customers.

Contractor conducting plumbing repairs

We’ve listened to our customers, taken on board their feedback and put in a significant amount of work into identifying three new contractors that share our vision and will help us to deliver the level of service that our customers and communities deserve.

Sharon Guest, Executive Director of Housing Services, Longhurst Group

Sharon Guest, Executive Director of Housing Services, said: “We’re pleased to have appointed three new contractors to deliver our repairs and voids service from July.

“As an organisation, we recognised that we needed to reshape the way the repairs service is delivered to our customers in the longer term.

“We’ve listened to our customers, taken on board their feedback and put in a significant amount of work into identifying three new contractors that share our vision and will help us to deliver the level of service that our customers and communities deserve.

“We’ll now work closely with our current contractor to ensure a successful transition to our new providers from July 1.”

Alan Hayward, Managing Director, Morgan Sindall Property Services added: “We are pleased to be working with Longhurst Group to deliver a first-rate, repairs and maintenance service to their customers.

“We are passionate about customer experience and using data to continuously improve our offering for customers and support the communities they live in.

“We look forward to collaborating with Longhurst Group to provide a service that meets the needs of customers’ expectations as well as having a positive impact in the community through our social value activities.”

Mike Hart, Managing Director at Fortem, continued: “We are delighted to be working together with Longhurst Group to provide a dedicated responsive repairs and voids service which will deliver positive change for customers and their communities.

“Building on our shared values, we’re looking forward to beginning this long-term partnership where the needs of residents will be at the heart of our offering.”

Anthony Pycraft, Ian Williams Response Operations Director, added: “We are delighted to have been awarded the repairs and voids contract with Longhurst Group, as part of their Improving Lives 2025 strategy, which is aimed at delivering homes and services with real social value.

“Longhurst Group has a clear set of visions and values that are aligned to our own, so we are pleased and excited to be part of the long-term plan, working collaboratively to make a positive difference to people’s lives.”

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