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How we are doing

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.

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.

Over 2,700 of you sent us feedback in the last three months and we’re pleased that our overall Ease and Satisfaction scores have now been above target for over 12 months. There’s always more we can do to improve our services and we use your feedback to help make changes. We’ve been working hard to improve our repairs processes; meaning repairs are easier to report and will be completed quicker. Our new repairs system was introduced in the second half of 2023 and we’re now starting to see the positive results, with Repairs Satisfaction improving throughout the past three months. We’ve also recruited more Customer Service Advisors into our Contact Centre to make it easier to contact us. Average Contact Centre wait times are now between 3-5 minutes and Customer Satisfaction with our contact centre has been consistently above target for over 12 months.

Here is our performance at the end of March 2024, based on scores provided by our customers:

January – March 2024

Overall how satisfied our customers are with the services we provide. We set a target of 86%.

This is how easy customers find us to deal with.
We set a target of 87%.

Overall how satisfied our customers are with our repairs service.  We have a target of 85%.

Overall this is is how many customers provided us with feedback in the last quarter.

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