Léann Hearne, Group Chief Executive
of additional income secured for customer
customer support calls
people supported into good jobs
people supported into training
home visits to help people stay safe and independent
people supported to improve their wellbeing through community investment projects
young people recruited to our apprenticeship programme
young people supported into other apprenticeships, employment and education opportunities
people supported to access education
people supported with digital access skills
young people supported to improve their well being
customers supported to resolve problems with anti-social behaviours
hours of employee volunteering
young people involved in social action projects
community activities delivered
weekly activities in community centres
food hampers delivered
fruit and veg boxes delivered
people supported into their home from hospital
Our commitment to you:
into our homes
new homes every year over the next three years
on major repairs in our properties
new homes and have 203 new homes in construction
on existing properties
on routine maintenance in our homes
in our supported housing and housing for older people
in new properties
on repairs in our supported housing and housing for older people
furniture packages provided
metres of new fencing installed
customers benefitting from the installation of home adaptations
customers provided with specialist tenancy support
boilers replaced/ updated
Customer satisfaction with housing services
Formal customer complaints – we welcome feedback and your input helps us to improve our service
Calls to our contact centre
Live chats through 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.
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.
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.