Complaints self-assessment and performance review 2023-24

During 2023-24, the Longhurst Group Board has overseen significant investment and changes to the way complaints are handled within the organisation.

The Board is confident that these new measures have improved the Group’s performance in respect of complaints and will ensure that the customer voice is heard clearly throughout the organisation, including at the Board table.

The Group is confident that it is compliant with the new requirements of the Ombudsman’s Code and to further improve its performance, is working with independent advisers during the rest of the year to ensure that the control environment is robust and that we remain compliant.

Although challenges remain, the investment and significant changes made over the past year mean that the Group’s performance has improved dramatically and ensures that our customers remain at the heart of everything we do.

Below we provide our Housing Ombudsman Complaint Handling Code Self-assessment 2024, the Group's Complaints Performance and Service Improvement Report 2023-24 and a statement from the Longhurst Group Board on complaints performance during the year.​​