An introduction from our CEO
Every year, we publish our Annual Report for customers, and this is my first as Chief Executive Officer. Preparing this report has given me the opportunity to reflect on what we’ve achieved over the past year and the difference we have made. From providing safe, affordable and well-maintained homes to delivering high-quality services and supporting people to thrive. Our focus has remained on improving outcomes for the customers and communities that we serve.
This past year we’ve built new homes, invested in and improved existing homes, and worked to change the services that matter most to customers.
Our role goes beyond providing homes and services, we are committed to making sure our customers and communities live well. This year, we’ve supported customers to manage their finances and access opportunities to improve their health and wellbeing. We’ve helped our customers build confidence and develop new skills to help them into employment, and we’ve invested in young people through our apprenticeship scheme.
We are investing in communities too, supporting initiatives that will deliver lasting impact for years to come. Last year we invested over £70,000 into community groups across Knowsley to deliver everything from boxing classes to mindfulness sessions. By investing in social enterprises and funding a programme of support to improve financial, physical and mental wellbeing, we’re making opportunities to help our customers flourish in their local community.
This report has also helped me to reflect on what our customers have told us, what they think we are doing well and any issues they are facing. I’m proud to say that most customers are satisfied with us and the services that we deliver. However, I know we don’t always get it right, and I’m committed to learning and working together with customers on the areas that we need to improve.
I’d like to personally thank customers for the time they have taken to share their views, through surveys, complaints and everyday conversations with our colleagues. This feedback is really important to us and has helped shape our priorities for the next three years through our new Corporate Plan 2026-2029, Building a Better Future.
I am confident that by working together we can continue to deliver on our commitments and create positive outcomes for customers and communities.
 |
| Sharon Marsh Group CEO |
Livvi and Ralph at your service
Here to help you make sense of it all
I’m Livvi, and this is my pup Ralph! Remember us? We helped you to navigate this report last year, and we’re back again to do the same. Our job (yep, Ralph too!) is to help you make sense of the numbers and information, especially the extra technical bits that can be confusing. Look out for us throughout this report, we’ll keep you in the loop on the important bits and answer questions we think you might have.
Our year in review
April 2025
We kicked off April with a digital skills class, teaching our customers ways of using smart phones and tablets to help with everyday tasks and to stay in touch with loved ones
May 2025
Top of the podium! We won Regeneration scheme of the year at the Northern Housing Awards 2025 for our Watchfactory development in Prescot, offering 191 mixed-tenure affordable homes.
June 2025
The winning streak continued at the Apollo Active Community Business Awards. With our partners Evolving Mindset, we won the Youth Impact in Social Housing Award! This was for the Knowsley Young Minds Project which provides free mental health support to those aged 14-24.
July 2025
Marking anti-social behaviour (ASB) awareness week, we attended the Poetry Expo in Liverpool. The 2025 theme was “Igniting Change, One Verse at a Time” – our teams spoke with school children about ASB and building positive community spirit.
August 2025
Welcomed our new CEO, Sharon Marsh, who has worked with us for over 13 years. In her first month, Sharon met with the Regulator of Social Housing to discuss their expectations of us and how we plan to meet these. Getting stuck in from day one!
September 2025
36 new and much needed affordable rent homes in Ash Grove, Prescot were completed, and new customers began to move in. Lots of smiling faces makes all the hard work worth it
October 2025
The cost-of-living hits hardest in the winter – so we launched our ‘Better Off’ calculator to help our customers to check what extra financial help and benefits they could be getting. The tool was designed to be quick, simple and required little personal information.
November 2025
Tackling social isolation, improving digital skills and promoting financial wellbeing through awarding over £70,000 to 14 different organisations throughout Knowsley to host community activities. From creative workshops to boxing, there’s something for everyone to get involved in.
December 2025
Our staff always go the extra mile for our ‘Cash for Kids’ donation, as we worked with our partner organisations and rallied round to gather Christmas gifts for children of all ages before delivering them to the Cash for Kids warehouse – just in time for Santa to pick them up!
January 2026
New year, new changes: we met with QuIP – our customer quality improvement panel – to review our repairs services, as customer feedback was showing the quality of repairs varied between contractors. We commissioned a full review of how we choose contractors, and the repairs process as a whole.
February 2026
As one of the largest apprenticeship providers in Knowsley, National Apprenticeship Week is always a big date in our calendar. We celebrated with our current apprentices and took a look back at staff who once started their journey in the same way, recognising the long-term value of our apprenticeships to the community.
March 2026
Cooking up something good! A residents meeting led to us discovering the Community Kitchen at Fairhaven was no longer up to scratch. Working with contractors, we refreshed the kitchen so now it’s a lovely space for a hot meal or a chat among friends!
Find out more about what we've been up to
Click the buttons below to find out more about what we’ve been up to this year to make positive changes for our customers and communities.
-
We don’t just invest in homes; we invest in our customers and communities too. Whether it’s helping you manage your money, getting you back into work, or improving your mental wellbeing – we’re here to give you the tailored support you need to thrive.
We produce a Social Accounts document every year
Making our customers healthier and happier reduces pressures on your local health, social care and emergency services and creates savings for your local council and the government that can be reinvested in other places.
Looking ahead
This past year has been shaped by the feedback, views and experiences of our customers and communities. We’ve achieved a lot, and it’s great to see from the information in this report that this is already having an impact, but we know there is more to do. Your voice continues to influence how we deliver services and helps us to improve the things that matter most.
Looking ahead into next year, we will build on our strong foundation of customer engagement and insight that we already have, so that customers feel heard. Insight from real experiences will play an even greater role in shaping decisions, driving improvement and building a relationship of trust with our customers.
We’ll be focussed on improving our repairs service, because we know that quality and timely repairs are really important to you and have a real impact on your day to day life.
We’ll be more visible in our communities by visiting more customers in their homes and expanding our community drop in sessions.
Alongside this, we’ll continue working with you and our valued partners, including Merseyside Police and Merseyside Fire and Rescue Service, to tackle community issues such as Anti-Social Behaviour (ASB).
We will continue to invest in and deliver a programme of targeted support in our communities that will help people become more financially stable and improve their health and wellbeing.
Building a better future
We’re now working through our new Corporate Plan for 2026 – 2029, Building a better future. This plan sets out what we want to achieve over the next three years by focussing on where we can make the biggest difference.
Building on the strong foundations we’ve already put in place, our ambition is clear: to deliver better homes, better services, better opportunities and a better future for the customers and communities we serve.
Next year will be a key step in delivering on our commitments.
-
All housing providers, including Livv, must meet specific standards set out by the Regulator of Social Housing (RSH), their role is to make sure we;
- Provide safe, decent homes
- Deliver reliable, high-quality services
- Listen to and involve customers
- Are well managed and financially stable.
Each year our Board oversees a detailed assessment of our performance against the standards set by the Regulator, which involves looking at each one and providing evidence of how we meet the requirements.
Feedback from our customers is key to understanding whether we’re meeting the standards and delivering good customer outcomes. We talk to our customers all year round in a number of different ways, to hear their views and use them to shape the way we deliver our services. This helps to guide our self-assessment and also helps our Board to understand whether or not customers agree with us.
Our Board has reviewed this year’s self-assessment and have agreed that we’re fully delivering homes and services that meet the RSH’s standards and expectations.
What we deliver matters but how we do that is what makes us Livv and our values will continue to guide us:
Making a difference daily
Positively open
Forging the right way
Together as one
Want to get more involved in our work?
Your voice matters, and we’re always looking for new faces to meet with!
Email customervoice@livvhousinggroup.com to find out more.
