Longhurst Group are one of the largest housing groups in the Midlands and East of England, Longhurst Group provides over 23,000 homes and delivers a wide range of care and support services. Operating in 50 local authority areas, they have over 1,100 colleagues, 10 office bases and over 80 care and support locations. Longhurst Group customers are at the centre of everything they do (Longhurst Group claims) and they intend to work even harder to identify what is most important to them and provide the support they need. With a clear set of values that unite the Group, they put their customers first and work in collaboration with partners that share their ambition and vision to improve lives. The Group already makes a positive difference to thousands of people’s lives, but Longhurst Group want to do even more. That’s why they’ve created their 2025 Improving Lives strategy; a long-term business plan that will guide the work we do over the next six years and beyond.
RSH Narrative Regulatory Judgement
Provider: Longhurst Group Limited
Regulatory code: L4277
Publication date: 15 November 2022
Governance grade: G1
Viability grade: V2
Reason for publication: Viability regrade
Regulatory route: In Depth Assessment
Regulatory judgement
This regulatory judgement regrades Longhurst Group Limited’s financial viability from V1 to V2 and confirms its existing G1 grade for governance.
Based on evidence gained from an In Depth Assessment (IDA), the regulator has assurance that Longhurst Group Limited (Longhurst) complies with the viability elements of the Governance and Financial Viability Standard. Its financial plans are consistent with, and support, its financial strategy. It has effective treasury management arrangements and has ensured access to adequate levels of liquidity. It also forecasts ongoing compliance with financial covenants.
Longhurst continues to deliver an ambitious programme to develop new homes at the same time as investing in its existing stock. It also needs to absorb inflationary pressures that are driving increases in its costs of delivery, including its repairs and maintenance programme, together with delivering a programme of assumed efficiency savings. Additional costs will negatively impact on Longhurst’s financial performance and, alongside the current economic uncertainty in relation to wider inflation and interest rate risks, reduce its capacity to deal with downside risk.
The regulator’s assessment of Longhurst’s compliance with the governance elements of the Governance and Financial Viability Standard remains unchanged. Based on the evidence gained from the IDA, the regulator has assurance that Longhurst’s governance arrangements enable it to adequately control the organisation and to continue meeting its objectives.
Housing Ombudsman
Longhurst Group Limited (202000333)
The complaint is about the landlord’s handling of the resident’s reports of problems with the installation of a new boiler.
Longhurst Group Limited (202001481)
The complaint is about the landlord’s handling of concerns raised in respect of the installation of a new kitchen.
Longhurst Group Limited (202001266)
The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. The resident’s reported concerns about the condition of her bathroom. Complaint handling.
Longhurst Group Limited (201906862)
The complaint is about: The landlord’s response to the resident’s reports of an infestation of mice at her property. The landlord’s associated complaint handling.
Longhurst Group Limited (202002014)
The complaint concerns the landlord’s handling of the resident’s belongings following her eviction from her home.
Longhurst Group Limited (202007558)
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould in her property.
Longhurst Group Limited (202002782)
This complaint is about the landlord’s handling of arrears on the resident’s rent account and the support offered in respect of the resident’s mental health concerns. The resident’s concerns were dealt with over six separate complaints: The landlord’s handling of the resident’s Section 21 notice in August 2019 and the arear proceedings (3778972). The level of support the landlord offered to the resident in relation to his mental health (Landlord’s reference 3778972). How a member of the landlord’s staff handled a call with the resident regarding his rent account on 12 May 2020 (Landlord’s reference 3769803) and the content of the landlord’s follow up letter of 14 May 2020 (Landlord’s reference 3774431). A member of the landlord’s staff refusing to read the resident’s letter during a meeting with him on 1 October 2019. (Landlord’s reference 3724824). The landlord pursing the resident for court costs (Landlord’s reference 8499598). This complaint is also about the landlord’s response to reports of repairs to the resident’s front door.(Complaint reference 3774252).
Longhurst Group Limited (202105677)
The complaint is about: The level of compensation offered by the landlord in respect of its acknowledged failings in responding to the resident’s reports of a leak at the property. The landlord’s complaint handling.
Longhurst Group Limited (202112155)
The complaint is about the landlord’s response to the resident’s reports of a pest infestation, and the repairs required to resolve the issue.
Longhurst Group Limited (202015184)
The complaint concerns the landlord’s handling of the resident’s concerns about the safety of their garden.
Longhurst Group Limited (202203351)
The complaint is about the landlord’s handling of the installation of the resident’s kitchen.
Longhurst Group Limited (202108509)
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
Longhurst Group Limited (202108482)
The complaint is about the landlord’s handling of the resident’s request for documentation, specifically, the Insurance-Backed Guarantee (IBG), following a window installation at his property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Longhurst Group Limited (202116735)
The complaint is about the landlord’s handling of repairs to the resident’s windows, rear door, and outhouse roof.
Longhurst Group Limited (202111150)
The complaint is about: The landlord’s handling of the resident’s reports of noise and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.