Skip to main content

Annual Report 2019 / 2020

£ 2,714,559

of additional income secured for customer

16,029

customer support calls

392

people supported into good jobs

1,782

people supported into training

5,076

home visits to help people stay safe and independent

1,433

people supported to improve their wellbeing through community investment projects

20

young people recruited to our apprenticeship programme

118

young people supported into other apprenticeships, employment and education opportunities

244

people supported to access education

869

people supported with digital access skills

Education, skills and training:

43

young people supported to improve their well being

1,103

customers supported to resolve problems with anti-social behaviours

£ 6,000

donated to local charitable organisations

107

businesses supported to start up / grow

Supporting people and our communities:

2,853

customers supported with benefit advice

421

hours of employee volunteering

290

young people involved in social action projects

46

community activities delivered

68

weekly activities in community centres

In the future we are going to deliver a programme of activities that will support you in your homes and create opportunities for you to develop and grow. Supporting you and our communities remains our highest priority. Throughout the COVID-19 pandemic our teams have continued to deliver vital services; we have worked to ensure we support customers and the vulnerable members of our communities.

Here are some examples of the work we have undertaken in the first few months as Livv Housing Group:

2,860

food hampers delivered

360

fruit and veg boxes delivered

105

people supported into their home from hospital

1,834

hours of volunteering

880

customers received tailored advice and support

1,302

welfare calls made to our vulnerable customers

£ 5,000

grant for Knowsley Kitchen

269

furniture packages provided

1,575

metres of new fencing installed

294

customers benefitting from the installation of home adaptations

197

customers provided with specialist tenancy support

245

electrical wires provided

925

boilers replaced/ updated

953

homes let to new customers

310

front doors installed

The safety of our homes and customers is our first priority – we have invested in a range of compliance safety checks to help us to continue to keep our customers and homes safe.

Over

13,000

Gas safety checks 100% compliant as of 31st March 2020

Almost

3,000

Electrical installation safety checks

Completed over

31,000

Compliance safety visits to residential and communal properties

97.8%

Customer satisfaction with housing services

403

Formal customer complaints – we welcome feedback and your input helps us to improve our service

39,172

Calls to our contact centre

8,105

Live chats through our website

Delivering a great service to our customers is really important – we use your feedback to shape our services and help us to understand what is working well and what we need to change. We have worked hard to make it easy for you to give us feedback, both good and bad.

Your feedback is helping shape our services. Check out the “You Said, We Did” section of our website.

Falling behind on payments

In this session, customers gave us feedback on what it’s like to fall behind on payments, and offered their thoughts on our processes.

We changed the terminology from arrears to debt, as you said it could be intimidating. We cancelled the service for automated voice calls; our own income team now make calls and send text messages directly to customers. We amended our letters, broadened the types of support we offer and changed the time our teams get in touch to match customers’ availability.

Complaints policy

You fedback that our complaints process is too complicated and takes too long. You also wanted the option to speak to our Directors or have a video call with the panel.

We are changing our policy so that it’s easier for our customers and reducing our response time from 15 days to 10 days. As part of this, the complaint stages are being reduced from five to three. We now offer the option to speak with a director or video call with our panel. Once social distancing restrictions are lifted we will add the option for face-to-face meetings.

Accessibility

You told us that parts of our website were unsuitable for customers with sight loss.

We have worked with the Royal National Institute of Blind People (RNIB) to make improvements to our Livv Housing Group website. These changes mean our site now works better with screen readers, is easier to navigate and displays well when enlarged. We are committed to continually improving the accessibility of our website.

Turnover:

Actual 2018/2019

Actual 2019/2020

£68,231,000

£64,988,000

Operating surplus:

Actual 2018/2019

Actual 2019/2020

£14,440,000

£15,088,000

Surplus after tax:

Actual 2018/2019

Actual 2019/2020

£3,302,000

£7,749,000

We need our surplus to re-invest in our homes and help us do those additional things which support our communities. This year, we have focussed on reducing our costs and creating efficiencies so that we could have more surplus. This has enabled us to spend money on things to support our customers during Covid-19, as well as build more homes and invest in existing homes – more than we have done previously.