How we’re performing
Keeping our customers informed about how we’re performing is important to us. We regularly share information about our services so you can see how we’re doing, understand the progress we’re making, and hold us accountable for delivering the services you expect.
April – June 2026
Every 3 months we tell you how we are doing against some really ambitious targets. Here is our performance in the last quarter of the year, based on scores provided by our customers:
Overall satisfaction
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89.42% |
Overall how satisfied you are with the services we provide.
We have a target of 86%.
How our services are performing
It’s important that our customers can see how we’re doing when delivering the services that matter most to them. That’s why we regularly measure and report on the performance of our key services.
Our Service Standards explain what you can expect from us, while our performance results show how well we’re meeting those expectations. By sharing this information, we can be transparent about our performance and demonstrate our commitment to continuous improvement.
Have a look at our service performance information below to see how we’re doing.
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90.15%
Contact Centre Satisfaction
63.53%
% of calls answered in 2 minutes
03:16 minutes
Average call wait time
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85.66%
Repairs Satisfaction
69.15%
non-emergency repairs responded to in target timeframe
92.46%
emergency hazards made safe in target timeframe
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60
Stage 1 complaints received
99.07%
stage 1 complaints responded to in target timeframe
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167
customers supported to address ASB
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1,959
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:
Livv recognised for strong customer performance in latest inspection
The Regulator of Social Housing carried out an inspection at Livv in June 2026. Below are the results of the inspection:
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C1Livv received a C1 consumer grading, the highest possible rating.
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G2Livv received a G2 governance grading following a proactive self-referral relating to aspects of assurance and treasury-related controls. |
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V2Livv received a V2 viability grading for financial viability, reflecting the wider challenges facing the housing sector. |
