Hearing from our customers
Customers know what it feels like to live in our homes and receive our services and understanding their experience is at the core of every decision we make. This past year we’ve created more ways for customers to talk to us and share their views on how we’re doing. Including;
- Sending customer satisfaction surveys after we have delivered some of our services including repairs, complaints and customer enquiries
- Conducting Tenant Satisfaction Measure (TSM) Surveys to understand how well we are performing as a landlord overall and whether we are delivering quality homes and services
- Working with our customer scrutiny panel (The QuIP) to support customer led reviews of our services
- Focussed customer engagement activity to help shape things like our Asset Management strategy, our Customer Engagement strategy
- Bringing customer engagement into the community, through estate inspections, community walk abouts and drop-in sessions.
What customers have told us
Overall customers tells us that the services we provide are good. When customers contact us their experience is positive, with short wait times and helpful colleagues. Our repairs service is really important to customers and has a big impact on their overall view of Livv as a landlord. Whilst most of the time we get repairs right, we know there is work to do to make sure that all customers receive a timely, quality repairs service every time. Customers want to feel heard, valued and respected; they want to know that their feedback has made a real difference to the homes and services we provide.
This refers to how easy you find us to deal with when you need to get in touch. Our target is 88%.
This measures every service we offer to our customers and how satisfied you are with them.
Livv produces an annual Tenant Satisfaction Measures (TSM) report. The Regulator for Social Housing makes Livv complete this report for your benefit, as it shows overall how you and your fellow customers rate Livv as a landlord. It surveys customers for ratings on keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints, and responsible neighbourhood management.
Livv uses the data from the TSM report like a map to guide them in the direction to make things better for customers. So for those who had their say, you’ve helped to put Livv on a path to being the best possible landlord for our customers – thank YOU.
