How we’re performing
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 2025
Every 3 months we tell you how we are doing against some really ambitious targets. Here is our performance at the end of September 2025, based on scores provided by our customers:
Overall satisfaction
 |
88.2% |
Overall how satisfied you are with the services we provide.
We have a target of 86%.
Customer ease
 |
87.7% |
This is how easy you find us to deal with.
We have a target of 88%.
How our services are performing
To make sure you’re receiving excellent support from our teams – no matter what we’re helping you with – we measure the performance of every one of our services.
Our Service Standards not only set out what you can expect from us and the services we provide, but also give us a clear idea of whether or not we’re getting it right when we’re working with you.
Discover how we’re doing and dive into each of our services now!
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88.9%
Contact Centre Satisfaction
78.49%
% of calls answered in 2 minutes
01:37 minutes
Average call wait time
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83.8%
Repairs Satisfaction
85.4%
repairs responded to in target timeframe
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126
Stage 1 complaints received
98.17%
stage 1 complaints responded to in target timeframe
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201
customers supported to address ASB
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2,143
Number of (unique) customers engaged / providing feedback
How you influence our services
Did you know that there are lots of different ways for you to share your thoughts on the services we provide? From surveys – which take less than two minutes to complete – to speaking to our Contact Centre or your Housing Advisor, we listen to all feedback, so we provide the best services possible.
Find out more about the different ways we listen to you and how you can shape the future of the Livv services you receive: