Knowing you, doing better

Coming soon… a new customer survey called ‘Knowing You, Doing Better’ – designed to help us shape our services around you.

This winter we’re launching a new customer survey to get to know you, so we can do better.

There’s no one, fixed way that we work with our customers – we want to ensure your unique circumstances are considered when providing advice or assistance. Our goal is to not only ensure that our services meet your needs, but that you feel treated fairly, and that you receive the right support at the right time. This personalised approach also helps us measure your satisfaction accurately and quickly address any specific issues.

We’re working with a company called TLF Research who will be contacting all customers with a quick survey called ‘Knowing You, Doing Better’. TLF have been working with customers for over 20 years and are trusted in data collection. Your data is safe with us and will be kept confidential – we won’t share it with anybody else.

If someone gets in touch with you from TLF or Livv Housing Group about the ‘Knowing you, Doing Better’ survey, please take the time to fill out your information. By doing this we can do more for you – and do it better.

Got any questions? We might have the answers below in our frequently asked questions FAQs.

FAQs – Knowing you, doing better

: TLF is our partner helping us with our survey. They’re a trusted research company that has been designing tailored customer experience and market research programmes for over 20 years.
: We collect information to tailor our services to better meet your needs and ensure fair and equitable outcomes. This includes understanding your support and communication needs.
: The survey will ask you about things such as your age, race, religion, sexuality and disabilities. There’ll be 14 questions and it should take no more than 5 minutes.
: Your information will be used to improve our services, ensure we address you correctly, and make informed decisions about housing services.
: No, we will not sell data to third parties.
: We’re committed to keeping your data secure. We follow strict data protection laws and guidelines from the Information Commissioner’s Office. We also use robust security measures to protect your information from unauthorised access.
: Access to your information will be limited to authorised staff and contractors who need it to perform their duties. We ensure that all personnel handling your data are trained in data protection and privacy. You can find more information here in our Privacy Notice.
: You have the option to choose what information you share with us. If you prefer not to share certain details, you can let us know, and we’ll respect this.
: We will never ask for your information through suspicious links or unsolicited calls. All our communications will be clearly identified as coming from us. If you have any doubts, please contact us directly to verify.
: By sharing your information, you help us provide better services tailored to your needs. It also helps us ensure that we address you correctly and make informed decisions about housing and services.
: You’ll receive a link to the survey via email or text. You can choose the method that is most convenient for you.
: We’ll be raising awareness through text messages, emails, social media and leaflets. You can also contact us directly for more information.
: Only relevant information (for example language and communication preferences) will be shared with contractors, and they are required to handle your data with the same level of care and confidentiality as we do.

If you have any other questions or concerns, please feel free to reach out to us. We appreciate your support and are committed to ensuring your information is handled with the utmost care and respect.