Let’s talk! As a Livv customer you know what it’s like to live in our homes and have first-hand experience of our services. We care about what you think, and take action based on your feedback.
By sharing your thoughts, ideas and experiences, you can help us learn what customers want and need. Your feedback impacts the choices we make, brings positive changes to your community, and helps us improve our services.
There are plenty of ways you can get involved: no matter how much time you can commit.
Ways to get involved
Satisfaction surveys
When you’ve received a service from us – such as a repair, your annual gas servicing check, or interaction with our contact centre – you should receive an invitation to complete a short survey.
You will receive these by text, and they should only take 1-2 minutes to complete. You’ll be asked how satisfied you were with different parts of the service you received.
Completing the surveys help us to understand where things are going well and where we can improve.
Tenant Satisfaction Measures
The Tenant Satisfaction Measures help us to understand how well we’re doing. There are 22 measures and 12 of them are collected by asking customers like you for feedback. We use this feedback to shape what we do.
You’ll receive the survey by telephone, email, or post. The survey will take place four times a year and you will be contacted to take part on one of them.
To find out more click the link below.
Complaints
Each complaint we receive provides us with an opportunity to learn more about our customer’s experiences. We assess the number and type of complaints, to identify common themes, learn how we can do better, and make changes.
To find out more about how to make a complaint click the link below.
Customer Voice
Customer VoiceThe Customer Voice is a group of customers who have signed up to receive surveys that help shape and influence our decision-making. Any customer can join. You will receive several surveys each year. In return, you’ll be entered into prize draws for a chance to win a supermarket voucher of your choice.
The more surveys you complete, the more chance you have of winning – just by sharing your opinion with us!
Joining Customer Voice is easy. Simply fill in the contact form below or email us at customervoice@livvhousinggroup.com
Use this form to register your interest in joining the customer voice. If you have a general enquiry, contact us here.
Out and about
We frequently hold or take part in events and activities in our communities where customers have the opportunity to come along to talk to us. Through focus groups, estate inspections, walkabouts, and testing groups we can hold quality conversations and hear ideas that enable us to shape services.
Look out for more information about these events and activities on our website and social media channels.
Customer led groups
We welcome different ways you might want to get involved beyond what we already do.
Are you part of a tenant group?
Resident association?
A group of neighbours?
Or in a group with other customers you have something in common with?
If there’s a group of you that would like to talk to us, then get in touch! Tell us what you’d like to discuss or how you’d like to be involved.
Email us: customervoice@livvhousinggroup.com
Customer panel
The Livv Quality and Improvement Panel (or QuIP for short) is a small group of customers responsible for scrutinising services and helping us to prioritise improvements we need to make. QuIP complete two in-depth reviews of our services each year, and they choose the focus of each based on our performance and what you have told us is important. They report the findings and recommendations directly to our board.
Apply now
QuIP is open to all customers living in a Livv property. If you’re a customer and would like to join, there are still some places available. No experience is required just a willingness to work alongside us, to provide and challenge ideas that help us to improve our homes and services.
QuIP meet up for a couple of hours every 4-6 weeks. By joining you’ll:
- know that you’re making a difference
- develop your skills
- enhance your CV
- receive expenses for taking part
- be provided with IT equipment.
Interested? To register your interest in joining the panel simply email us at customervoice@livvhousinggroup.com
Or you can call 0151 290 7000.
We’re listening
Your feedback is really important to us. It helps us to improve, shape and develop services to meet your needs.
We’ve put together some information on how we’ve used your feedback – through all of these different methods – to make changes to our services. Find out more –