Your feedback is really important to us. It helps us to improve, shape and develop services to meet your needs. Here are some examples of how we’re listening and making changes.
Talking about customer needs and support
We wanted to develop our treating customers with fairness and respect policy and improve our services around identifying customer needs and tailoring support.
We spoke to a group of customers to hear about the challenges they faced in maintaining a tenancy or accessing services, and the support requirements and adjustments they would like to see.
Developing our customer handbook
We spoke with a group of customers to review our customer handbook. They were given a draft copy of the handbook and asked to provide feedback and make suggestions for improvement.
Take a look at what they said, and how they have helped to make changes to the handbook.
An in-depth scrutiny review of our approach to anti-social behaviour (ASB)
Our Quality and Improvement Panel (QuIP) spent some time reviewing our approach to ASB.
Take a look at their findings and what changes we are making using the link below.
Our repairs policy
We spoke with a group of customers to review our repairs policy, finding out what they thought of our repairs services.
Take a look at what they said, and how they have helped to shape our policy and our services.
Our first domestic abuse policy
We engaged with The First Step, Knowsley’s independent domestic abuse support service, to help us to put together our first domestic abuse policy, and to help us shape our service. We attended one of their coffee morning events, where survivors of domestic abuse, including Livv customers, told us about their experiences.
Take a look at what they said, and how they have helped to shape our policy and our services.
Customer-led conversations
A group of customers from our Sheltered Schemes recently asked to speak to us, so we arranged focus groups where 17 customers came to tell us what they thought of our services.
Find out what we were already doing well, and what improvements we are making.
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An in-depth scrutiny review of our approach to complaints handling
Following on from the QuIP review we agreed 26 actions that would help our approach to complaints handling.
Take a look at the feedback we used to help identify the changes we need to make, and what changes we’re making using the link below.
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Accessing our services digitally
Our Customer Voice Group recently completed some surveys and took part in some focus groups to tell us what they thought of our digital services, and what changes they’d like to see.
Find out what they said and what actions we’ve taken.
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Our income maximisation policy
We recently engaged with a group of customers to help us review our income maximisation policy, and review our service around rent and rent arrears.
Take a look at their recommendations and what changes we’ve made.
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Improvements to our contact centre
In the past 12 months, we have received 10,768 pieces of feedback about the contact centre, and we’ve used this to see how easy it is for you to deal with us. We’ve produced a Customer Ease and Customer Satisfaction score.
We found that the scores were lower than our targets and used your feedback to find out why. We shared your feedback across our teams and board to agree on an improvement plan. This has included recruiting more Customer Service Advisors, changing shift patterns, introducing a call-back service, and more.
To see how your feedback has changed our Contact Centre take a look at the case study using the link below.
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An in-depth scrutiny review of damp and mould
Our QuIP spent some time reviewing our current services, learning what is expected of landlords and what our customers think.
Take a look at their findings and what changes we are making using the link below.
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An in-depth scrutiny review of our communal cleaning and grounds maintenance
Our QuIP took a detailed look at our services and how they work. We visited ten blocks of flats to inspect the standard of communal cleaning and grounds maintenance, looked at complaints data and spoke to residents.
Following on from the review we agreed twenty actions to make improvements. To find out more and to see the changes we’ve made use the link below.
Discover more