Our performance – April–June (Q1) 2021/22

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 – April–June (Q1) 2021/22

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.

Complaints

Customer satisfaction with how we handle complaints is above target for the first three months of this financial year and we’re 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

The performance of our repairs service is close to target for repairs completed right first time and we’re working with our contractors to further reduce the time taken to complete the work needed. Our gas servicing compliance is strong, with any outstanding services at the end of June being completed in the first week of July.