Our performance – October–December (Q3) 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 – October–December (Q3) 2021/22

Customer satisfaction

The graph below shows our cumulative figures from April–December 2021.

Complaints

Customer satisfaction with how we handle complaints is below target for the first nine months of this financial year and we are working to improve our response times to formal complaints. 

Repairs and servicing

Housing and communities

Arrears and re-let timescales

Planned maintenance

Community Investment – improving lives

Our commitment to improving lives is illustrated by excellent results from our Community Investment initiatives, with over 5,000 customers supported by the Group. The target of 3,429 is for the full twelve months to April 2022 and so the Group has already exceeded this.

The chart below shows the percentage of customers whose health and wellbeing and economic resilience have improved over the period.

The target for both Health and Wellbeing and Economic Resilience improvements is 85 percent.