At Livv we aim to deliver excellent customer service and make it as easy as possible for our customers to deal with us – it’s important that you feel like you’re getting a great service when you need us.
July – September 2024
Every 3 months we tell you how we are doing against some really ambitious targets that we agreed with our Customer Panel, who represent the people living in our homes.
Here is our performance at the end of June 2024, based on scores provided by our customers:
Overall satisfaction
 |
89.1% |
Overall how satisfied you are with the services we provide. We set a target of 86%.
Customer ease
 |
90.2% |
This is how easy you find us to deal with.
We set a target of 87%.
Repairs satisfaction
 |
86.3% |
Overall how satisfied you are with our repairs service. We have a target of 85%.
Customer feedback
 |
2,870 |
How many of you, our customers, provided feedback across different channels.
Your feedback
We care about your satisfaction with our services and want to hear your feedback. It helps us understand what we’re doing well and where we can improve.
Service surveys – how did we do?
You can easily share your thoughts from the comfort of your own home. We’ll ask you for feedback on services as you receive them: when you speak with our Contact Centre, or have a visit from one of our team for a repair, gas service or electrical testing.
The surveys are short and quick to complete and we use them to produce our Customer Ease (how easy it is to deal with us) and Customer Satisfaction (how happy customers are with the services we provide) scores, which we publish every quarter. Your feedback is shared across our teams and with our board, to shape service improvements and influence decisions.
Thank you for taking the time to share your thoughts with us.
Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing. These measures are to see how well us and other social landlords in England are doing at providing good quality services and homes.
We report on the TSMs and they help us, our board, you (our customers) and the Regulator see how we are performing.
Compliments and complaints
We’re committed to providing a high-quality housing service, and welcome your compliments, suggestions but also your complaints. We use your feedback to improve our services and review complaints to make sure we’re dealing with them effectively and consistently.
