Our performance – July–September (Q2) 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 – July–September (Q2) 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. 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.