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Self Assessment of Complaints

At Livv Housing Group we take our customer’s opinions seriously when it comes to developing and shaping our policies that have a direct impact on them.  We have worked closely with our customers this year to simplify and make changes to our Complaints & Compliments Policy, which was launched on 10th August 2020.  The changes we have made make it easier for our customers to tell us when we have not met their expectations as well as when we’ve done a great job for them.

Based on complaints received between 10th August and 30th November 2020.

Based on complaints received between 10th August and 30th November 2020.

This represents 99 of 123 complaints.

A further 16.3% (20 of 123) of stage one complaints were resolved within an extended timescale of between 10 and 20 working days.

This represents 2 of 3 complaints.

A further 33.3% (1 of 3) of stage two complaints were resolved within an extended timescale of between 10 and 20 working days.

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Making changes

We have made several changes, directly because of learning from both complaints and our customer feedback solution, Rant & Rave.  In summary, we have made changes to some of our letters, how we contact customers via SMS, relocated some communal bins, extended our opening hours to help customers in financial difficulty, reclassified all heating and hot water repairs as emergencies, changed the way we make goodwill payments to customers and made changes to street cleaning and traffic management at our new Watchfactory development.

Full details can be found here –

You Said, We Did