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.
Service standards
We asked our customers for feedback on our new Service Standards – the commitments we make to you about the level of service you can expect from us. These standards cover key areas such as repairs, complaints, rent management, and more.
Improving our communal areas
We wanted to hear from our customers living in homes with communal areas, to understand what was working well and where we can do better.
We sent surveys to all customers living in homes with communal areas, and used their feedback for each set of homes to guide our improvement plans.
Gaywood Green Development Consultation
Following the demolition of the high-rise buildings at Gaywood Green, we wanted to speak with local residents about our plans.
We held a drop-in session at Southdene Community Centre and our Development Team were on hand with plans and visuals to chat through the proposals, gather feedback and answer any questions.
Planned investment in kitchen design
We’ve been reviewing the kitchens we’ll install in customers’ homes in the future.
To ensure we got a broad point of view, we engaged with a diverse group of customers who joined Livv colleagues for a visit to the Magnet Kitchens showroom.
Knowsley Heights Consultation
We talked to customers living at Knowsley Heights about our proposal to support them to move to new homes permanently, demolish the current buildings and build new homes on the site – so that we could use their feedback to inform our decision-making process.
An in-depth scrutiny review of our approach to repairs undertaken by contractors
In September 2024 we were presented with a range of performance information including feedback which highlighted that repairs had one of the lowest areas of customer satisfaction and one of the highest areas of customer dissatisfaction.
We formally reviewed the issue and made recommendations to the Customer Service Committee.
High-rise building events
To better understand the experiences of our customers living in high-rise buildings, we hosted a series of events in early summer 2025.
We heard what residents love – and what they find challenging – about living in high-rise flats.
Getting to know our Shared Ownership customers
Understanding our customers’ experiences helps us understand what we are doing well, and where we can improve.
In 2024/25 we heard from 93 shared owners through our TSM survey, and used their feedback to shape our services.
Developing a new Hate Incidents and Crime Policy
We wanted to develop a new Hate Incidents and Crime Policy to outline our specialist approach to hate incidents.
We had the opportunity to speak in depth with a customer affected by hate crime within their family setting, and we’ve used their feedback to shape the new, dedicated policy.
Building safety plan development and consultation
We worked alongside our customers to help shape our Building Safety Customer Engagement Plan. We began by speaking with customers living in high-rise buildings in Halewood, Huyton and Kirkby. Customers were invited to share their views by completing a survey
2024/25
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In developing our equality, diversity and inclusion (EDI) strategy, we held an open conversation to find out what we could do to ensure our homes, services and how we communicate continues to meet the needs of those with different needs and characteristics.
We also discussed whether customers knew how we could tailor services, and how we could support everyone in feeling respected, fostering a strong sense of belonging.
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We wanted to work with customers to decide the most effective approach to gathering information and keeping it up to date, as well as explain how we would use this data.
We held focus group and telephone conversation with customers, we listened to what they told us and used this information to shape our approach to collecting information about our customers.
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We wanted our customers to help us review our customer relocation policy, to make sure their different views and needs were considered.
We’ve used the information provided by customers to shape our new customer relocation policy.
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Our Quality and Improvement Panel (QuIP) spent some time reviewing our customer letters.
Take a look at their findings and what changes we are making using the link below.
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We wanted our customers to help us to review our lettings policy. Our lettings policy sets out how we will let our homes to ensure there is a clear application, decision-making and appeals process.
We’ve used the information from customers to review and shape our new policy.
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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.
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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.
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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.
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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.
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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.
2023/24
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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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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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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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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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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.
2022/23
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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.