Changes we made, inspired by you
Over the past year, we’ve worked hard to incorporate feedback from our customers and have already:
- Introduced ‘Livving Well’ visits to see our customers in their homes every year, giving you the chance to report problems and share how you’re doing
- Launched the ‘Better Off’ calculator as a quick tool for checking benefit and financial support available to help with the rise in living costs
- Created ‘Service Standards’ so customers know everything about the services we offer and what to expect the result to be, making it easier for you to spot and report if things haven’t gone the way they should
- Improved accessibility of our customer letters and introduced new translation and layout options, so you can choose for the way we write to you to be in a way that suits you
- Rolled out our community doors replacement programme to improve safety and security in 128 buildings
- Surveyed over 4,000 properties to identify issues and repairs at the earliest possible stage
- Strengthened our management of repair contractors by holding performance meetings to go through customer feedback and satisfaction rates.
You talked, we listened. Your feedback helped shape the services we provide and made sure we focussed on the things that mattered most to you. Throughout the year, we share updates on our website about changes we made thanks to your feedback – so keep an eye out for developments for the rest of the year ahead!
On the Livv website, there’s a page called ‘we’re listening’ where you can read how customers have helped to shape strategies, policies and getting ideas on how to make things better for customers. It’s updated all the time, so you can see what other customers have to say and how this has had a direct impact.
