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You said, we did

We always value your feedback. We take it all on board and look to improve our service based on what you tell us. Here are the latest outcomes from some of the comments we have received from you.

You said

You told us that you were not satisfied with the time taken to answer repairs calls and that you had to repeat yourself several times. Satisfaction with calls made to report repairs was down to 58 percent.

We did

We monitored call wait times and now flag up any dips in performance through regular contractor meetings. Wates have completed a recruitment drive and have increased their staffing levels. We have also amended the telephone greeting so call handlers will ask for the name and address in this greeting, avoiding you having to repeat your repair details.

 You said

We were told some customers reported repairs but did not receive an appointment.

We did

Customers should receive an appointment date and time slot. Two further electricians have been employed by Wates and their calendars are managed by call handlers. If reporting via My Account, appointment slots should be available but if a specialist trade is needed, customers will get a call back. Wates now have a dedicated staff member to book these works in daily. We are also meeting with Wates regarding issues experienced when reporting repairs and working to improve this.

 You said

A leasehold customer told us they kept getting letters referring to them as tenants and to their service charge as rent. They asked us to review the wording of some of our documentation.

We did

All Customer Services Advisors were trained to ensure they understand that joint leaseholders do not require third party consent to contact us. The third party form for leaseholders will be altered by taking out references to rent to be replaced with ‘Lease’ and ‘Service Charge’. Following this feedback, we have added the Leaseholder telephone number to our website and complaints leaflets. We use a specific letterhead for leaseholders, which reflects the separate telephone number. These changes will ensure leasehold customers are able to communicate with us more easily.

You said

Some of you have told us you are dissatisfied that your landlord didn't know about your repairs.

We did

We ensured all Customer Services and Property Services colleagues had training on Wates' Impact Response portal, giving them access to repairs, appointments, notes and photographs of works.

How are we doing as a Group?

As a Group, we always want to improve our standards and service to our customers. We know that we have room to improve and for that reason, we are doing a lot of work to speed up the time it takes to answer your call and direct you to the most appropriate person to deal with your enquiry or complaint. Here is our latest performance data from April 1 to June 31 this year.

Call handling

  • Total calls answered by Longhurst Group (excluding repairs) – 44,151
  • Calls answered within 30 seconds – 59 percent
  • Average time taken to answer your calls – 69 seconds


  • Complaints received - 376
  • Average time taken to resolve formal complaints - 21 days

  • Formal complaints acknowledged within two working day target – 100 percent
  • First time fix complaints resolved within 48 hours target – 78 percent
  • Satisfaction rate with how complaint was handled – 91 percent
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