Aaron were contracted to provide Longhurst Group the 3 star servicing and maintenance of domestic and commercial gas, oil, solid fuel, electric and renewables, as well as installations (planned and reactive), electrical condition reporting and remedial works for approximately 16,000 properties located across the East of England. We completed over 550 installations every year.
Our performance can be evidence by KPIs including:
- Average call wait time: 24 seconds.
- Appointments on time: 100%
- Emergencies made safe on time: 100%
- RIDDORS: Zero
Our dedicated Resident Liaison Officer ensured that the consideration of residents remained in the forefront of everyone’s minds throughout. Working to our accredited TPAS (resident engagement quality mark) and managing all resident communications/engagement activities.
Our dedicated in-house ICT team developed a secure two-way ICT interface between our two systems. This enabled us to accurately monitor and report on the contract efficiently (in real-time), providing a transparent audit trail.
In January 2019 Melissa Marston, Planned Works Manager for Axiom Housing Association (Longhurst Group) said:
"I have had the pleasure of working with Aaron for in excess of 10 years. In that time, we have developed an excellent working relationship through collaborative working and enthusiastic resident engagement. Aaron have introduced initiatives to deliver a reliable, trustworthy and quality customer experience. Aaron operate a professional organisation that is reflected in the quality of workmanship shown by their engineers and the standard of customer service we receive; I wouldn’t hesitate to recommend Aaron, who remain one of my preferred Contractors."
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