Learn more Got it! Longhurst Group logo Our performance As part of Longhurst Group's commitment to openness and transparency, we are keen to share our performance statistics with our customers and stakeholders. HOME ABOUT US OUR PERFORMANCE View page menu Our performance As part of Longhurst Group's commitment to openness and transparency, we are keen to share our performance statistics with our customers and stakeholders. We produce a quarterly report on overall performance in key areas of customer satisfaction, repairs and complaints, with both our targets and actual figures detailed below. These reports highlight where we have performed well, as well as areas where improvement is required. Our performance – July–September (Q2) 2021 Customer satisfaction Satisfaction with our services across a number of areas isn’t where we’d like it to be. We’re working hard with our customer survey responses to identify the issues some of our customers are facing, and will take action in the areas in which we need to improve. The graph below shows our cumulative figures from April–September 2021. Complaints Customer satisfaction with how we handle complaints is below target for the first six months of this financial year and we are working to improve our response times to formal complaints. You can read more about our complaint handling in our Complaints Performance section. Repairs and servicing Our repair service performance is close to target for repairs completed right first time, and we continue to work with our contractors to reduce the time taken to complete the work needed. Service compliance for fire risk, legionella and asbestos has achieved our 100 percent target, with gas and electrical safety a major priority for the Group going forward. Housing and communities Arrears and re-let timescales Current tenant arrears are within target for Quarter 2, whilst our time taken to re-let properties is above where we would like it to be. The time taken to re-let is largely driven by the letting of long-term, empty properties which contribute to the overall re-let time. Planned maintenance Our planned maintenance programme is operating well, with over 1,000 improvements to customer kitchens and bathrooms etc completed between April and September. Community Investment – improving lives Our commitment to improving lives is illustrated by excellent results from our Community Investment initiatives, with over 3,000 customers supported by the Group. The target of 3,429 is for the full twelve months to April 2022 and so the Group is well on track to exceed this. The chart below shows the percentage of customers whose health and wellbeing and economic resilience have improved over the period. Updated: 02 November 2021 Our performance - report archive 2021 – Quarter 1 (Apr–Jun) Call us: 0300 123 1745 Facebook Twitter YouTube LinkedIn Instagram TikTok Accessibility Policies Data Protection Terms of use Openness Cookies Policy Modern Slavery Statement Our Performance Standard terms of purchase Duty of Candour Safeguarding Staff Privacy Notice You Said, We Did Longhurst Group, 50 Newhall Hill, Birmingham B1 3JN | T: 0300 123 1745 | A charitable housing association registered as a community benefit society (Reg. No. 8009) and registered with the Regulator of Social Housing (No. L4277). Registered Office: 50 Newhall Hill, Birmingham B1 3JN. VAT Reg No. 326 0270 36. A member of the National Housing Federation.