Introducing Aaron Services - Longhurst Group's new heating, repairs and installations contractor

We’re delighted to have appointed Aaron Services to deliver our heating servicing, repairs and installations contract.

This contract will cover all our geographical regions and all property types except for leasehold of the elderly properties.

The contract came into effect on Friday, 23 September 2022 and will run for the next three years – plus a further two years if it's successful.

This procurement and contract award only covers our general needs stock and doesn’t include our leasehold for the elderly properties due to the short period of time for mobilisation.

We’ve worked with Aaron Services to ensure the services required within the contract are provided to these customers on an emergency basis for a period of up to 12 months.

Affected customers were notified in writing in advance of the contract going live to provide more details on the arrangements.

How can customers report a repair?

While the contractor has changed, the way customers contact us about the service will remain the same. If customers have a query relating to heating, repairs or installations, they should continue to call 0300 123 1745 and select the appropriate option.

Aaron Services will handle all calls from customers outside of our normal office hours (8.30am to 5pm).

What’s changed following this appointment?

Following the introduction of a new ‘Urgent’ category, the new contract will have the following three repair priorities:

Emergency

Attended to within two hours and made safe within 24 hours.

This covers any fault that endangers the health and safety of customers and/or those living nearby. This can include gas leaks, carbon monoxide and/or smoke detector activations, electrical fittings or installations coming in contact with water, defects that could cause a fire, burst pipes and tanks, water penetration or failure of heating and/or hot water systems where it is the only source of heating/hot water in the property.

Urgent

Completed within 72 hours

This covers issues such as water leaks where damage is not apparent, overflowing cisterns or water-filled expansion tanks, failure of heating systems and/or hot water systems where it is not the only source of heating/hot water in the property and partial heating loss.

Routine

Completed with 14 calendar days at a convenient time for the customer.

This covers all work of a non-emergency or urgent nature, planned works and all other works.

Appointments will continue to be offered in either morning or afternoon (AM/PM) slots.

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