Longhurst Group making thousands of calls to check in on wellbeing of customers

Colleagues have been contacting thousands of our customers to check on their wellbeing during the coronavirus pandemic.

When the Government restrictions were imposed, our Housing Team began calling those customers identified as being in the most vulnerable groups.

Colleagues checked on the wellbeing of customers, assessing whether any additional help was needed to ensure they had essential supplies or if a referral to services such as a befriending programme would be beneficial.

To date, more than 6,000 customers have been contacted, with plans being put in place to reach out to those who weren’t spoken to on the phone.

A number of follow-up calls have also been arranged with customers who require them.

The team is now beginning to contact our remaining customers to check on their wellbeing – another approximately 12,000 customers.

Following the calls, we’ve received some really positive feedback, including from the son of an 87-year-old lady who lives in Lincolnshire.

It’s nice to know Longhurst Group is looking out for the elderly and I think it’s a cracking idea to check in on them, especially when it’s followed up with action.

Lady talking on the phone

Gavin Hookham explained that his mother had been living in isolation and said he was grateful to us for looking out for our vulnerable customers

He added: “One of Longhurst Group’s colleagues called me and listened to mum’s situation while explaining he was looking out for vulnerable customers.

“He said that if anybody needed support put in place, he would do what he could. He listened sympathetically and looked into mum’s situation.

 “It’s nice to know Longhurst Group is looking out for the elderly and I think it’s a cracking idea to check in on them, especially when it’s followed up with action.

“I’d say thanks for calling and please look after all your vulnerable and elderly customers like you have with my mum. It makes a difference.”

When we phone, we’ll identify ourselves as Longhurst Group, but if you have any concerns, please call us on 0300 123 1745 to check that it’s a legitimate call.

For more information, help and support, visit longhurst-group.org.uk/covid19-updates 

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