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Information about how you can get involved at Longhurst Group is in enclosed in this email.

Customer Engagement Newsletter

Getting involved couldn't be easier

Getting involved is a great way to boost your work-related skills, gain valuable experience and to meet Longhurst Group customers and colleagues. We’ve got a range of opportunities on offer where you can actively make a positive contribution while helping us to improve services.  

You don’t need any previous experience to get involved, just enthusiasm and a desire to improve our services and make a difference. 

The Customer Engagement Team will be there to support you all the way.

For assistance, call us on 0300 123 1745 and ask to be put through to the Customer Engagement Team.
 

Contents

Get involved locally


We now have 12 trained customer Clean and Green Inspectors who are helping to improve our services and their communities. These customers complete inspections on the quality of the communal cleaning and grounds maintenance in their area. This helps us to know where there are issues so we can action them quickly, but it also helps our customers learn more about what our contractors should be doing.
 
Read our latest inspection results

 

If you receive the communal cleaning or grounds maintenance service and would be interested in becoming a Clean and Green Inspector, please complete an expression of interest form.
https://www.longhurst-group.org.uk/me-and-my-home/get-involved/
 
The training will take approximately one hour and will be completed via Microsoft Teams. Each inspection should only take one hour and we ask that you complete one per month (a maximum of two). As well as helping to improve the services where you live, you’ll receive a £10 Love2shop voucher every time you complete four inspections as a thank you.

We’re also looking to launch a gardening competition in the Spring to encourage residents to take pride in after the area and their gardens. We will keep you updated with the location and plans for this.

Virtual Reading Panel


The reading panel met to review letters sent out by our contractor, Mears, by our Gas and Electrical Compliance Team and Radon level letters sent out by our Assets and Property Services Teams.
Their aim was to review the letters and give feedback for changes and/or improvements to the letters.

Take a look at the before and after results here https://www.longhurst-group.org.uk/me-and-my-home/get-involved/our-success-stories/reviewing-gas-servicing-and-radon-letters-with-our-reading-panel/
 
If you’d be interested in taking part in any future Reading Panels, please register your interest
Join the Virtual Reading Panel

Get involved regionally


Would you like to influence the services we provide to you?
 
Longhurst Group is recruiting for a new Scrutiny Team. We’ve a new and improved design for our scrutiny projects and would like to invite customers to get involved.

The established Customer Forum have identified Grounds Maintenance as the area of the business that requires scrutiny; triggers included poor performance, high complaints trends and low satisfaction. The scrutiny process is entirely customer led, with the Customer Engagement Team on hand for any support needed. Full training will be provided before you get stuck into your review.

There are a huge range of skills that play an important role in scrutiny, so if you’re interested then please apply by 11 March.
 
Find out about the Scrutiny Team

Customer Forum


We’re looking for new members to join the Longhurst Group Customer Forum (LGCF).  This role provides a brilliant opportunity to help us grow and develop by providing a customer point of view.
You must be committed to attending:
  • Virtual monthly meetings/training sessions (two hours per month using MS Teams)
  • A virtual annual meeting with Longhurst Group Board.
A typical meeting is held online and includes analysis of key performance, satisfaction levels, policy consultation as well as three spotlight sessions and two training sessions throughout the year. By contributing to discussion, you’ll act as an influential advocate for customers of Longhurst Group. The Forum welcomes customers, leaseholders and shared owners to apply.

So, if you think that you have the right skills and are looking for a new challenge where you can make a real difference to customers and communities, this might be of interest to you. 

To find out more, feel free to contact Helen Bird, Customer Engagement Manager, 0300 123 1745 for an informal chat or to apply, click the button below.
Click here to apply

Virtual complaints masterclass


Another exciting opportunity coming soon!  Join us for a complaint’s masterclass in partnership with the Housing Ombudsman.

To receive an invite to join other customers and learn more about how complaints are handled, please email us at customer.engagement@longhurst-group.org.uk or call us on 0300 123 1745 and ask to be put through to the Customer Engagement Team.

Tenant Participation Advisory Service (Tpas)


To receive more guidance and support at an individual level, or for your customer group, you might like to become a member of Tpas.
 
Longhurst Group pay the annual membership fee, so that you don’t have to.
Click here to join
Getting the most out of your Tpas membership
If you have any other ideas to help other customers get involved, get in touch with the Customer Engagement Team at
customer.engagement@longhurst-group.org.uk
"Customer Engagement is crucial to really understanding what customers want from us and how we can work together to provide the best possible services."

Helen Bird,
Customer Engagement Manager
"Having worked in customer services and complaints handling for over eight years I've learnt that our customers can help us to make neighbourhoods the best they can be."

Becky Budge,
Customer Engagement Officer
"It's important we value the customer voice and experience. Their perspective and skills can help transform the service that our customers receive."

Harriet Walters,
Customer Engagement Officer
Kind regards,

Customer Engagement Team
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Longhurst Group · 50 Newhall Hill · Birmingham · Birmingham, West Midlands B1 3JN · United Kingdom