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How we are doing

At Livv we take the quality of our customer service very seriously – it’s important that you feel like you’re getting a great service when you need us.

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.

Since May 2020 we’ve had 27,457 responses to our requests for feedback where we want to understand how easy we are to deal with and how satisfied you are with the service you received.

In the past 3 months we’ve received almost double the enquiries that we would normally and this is resulting in longer wait times in our Contact Centre. Our customers have responded to our requests for feedback to tell us that they’re less satisfied than they were – we’re now recruiting new colleagues to work in our contact centre and hope to have things back on track very soon. We’re absolutely determined to deliver the service that our customers want.

We’re always looking for customers to get involved and help us to improve our service – there are many ways you can do that. If you’re interested in joining our customer voice group, simply click the link below, or email us at customervoice@livvhousinggroup.com.

 

Our customer voice group

July – September 2021

Overall how satisfied our customers are with the services we provide. We set a target of 90%.

This is how easy customers find us to deal with.
We set a target of 90%.

Overall how satisfied our customers are with the service they receive from our contact centre. We have a target of 90%.

Overall how satisfied our customers are with our repairs service.  We have a target of 90%.

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