Helping us shape our services around you
Earlier this year, we launched a new customer survey called ‘Knowing you, doing better’. Its purpose was simple: to help us understand your individual circumstances so we can tailor our services to better meet your needs, and ensure that all customers are treated fairly.
We know that no two customers are the same. That’s why we’re committed to providing personalised support and services that are fair, timely, and relevant to you. By learning more about your individual needs and experiences, we can improve how we work with you – ensuring you feel heard, supported, and satisfied.
We’ve been working with TLF Research, a trusted organisation with over 20 years’ experience in customer insight. They’ve been contacting customers on our behalf to complete a short survey. Thank you to everybody who has taken the time to complete this survey – your responses are confidential and used only to help us improve our services.
It’s important that we keep this information accurate and up to date, so our Housing Team will continue to collect and keep this information updated for all our customers.
Importantly, this isn’t just about doing better – it’s something we’re required to do. Our regulator expects us to demonstrate that we understand our customers and are acting on what you tell us. Your feedback helps us meet these standards and ensures we’re accountable for delivering the right support, in the right way.
So if you’re contacted by TLF Research or a member of the Livv Housing Group team about the ‘Knowing you, doing better’ survey, please take a few minutes to complete it. Your input makes a real difference – and helps us do more for you.
Got questions?
Check out our FAQs below – we may already have the answers you’re looking for.
FAQs – Knowing you, doing better
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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.
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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.
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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.
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Your information will be used to improve our services, ensure we address you correctly, and make informed decisions about housing services.
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No, we will not sell data to third parties.
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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.
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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.
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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.
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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.
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You’ll receive a link to the survey via email or text. You can choose the method that is most convenient for you.
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We’ll be raising awareness through text messages, emails, social media and leaflets. You can also contact us directly for more information.
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.