Your feedback is really important to us. It helps us to improve, shape and develop services to meet your needs.
Your latest feedback
Resident group – February 2022
We use your feedback to spot areas where we can improve and make changes wherever needed. Our feedback team regularly collate your compliments and complaints for our teams to review.
Resident group – February 2022
We listened to your feedback about starting a new resident group.
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Your feedback
You told us that you’d like to set up a residents group at Fairhaven in Kirkby.
Our actions
We have supported the residents at Fairhaven to establish a residents group.
Social media posts – February 2022
We listened to feedback about our social media posts.
Hold music – December 2021
We listened to feedback about our hold music.
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Your feedback
There was a problem with our contact centre ‘on hold music’ which resulted in a song verse being repeatedly played.Our actions
We’re really sorry to all of you who were affected. We identified an IT issue and quickly fixed the problem.
Quarry Green – November 2021
We listened to feedback from our residents at Quarry Green.
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Your feedback
The residents living in Quarry Green, Kirkby told us that it’s difficult to get fresh fruit and veg where they live.Our actions
We have arranged for a not for profit fruit and veg van to visit Quarry Green every Thursday between 12-12:30pm.
Contact us – November 2021
We listened to feedback about the contact us page on the website.
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Your feedback
You asked us to make our freephone number clearer.Our actions
We made changes to show the freephone number and included the quieter times to call our contact centre.
Repairs updates – September 2021
We listened to feedback about our repairs service.
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Your feedback
On occasion you have to contact us on several occasions as it’s unclear what’s happening with a repair you are waiting for.Our actions
It really important that our customers are kept updated when waiting for a repair. Therefore we have started a review of the service to help us ensure customers always know when the work will be undertaken.
Contact centre hold music – June 2021
We listened to feedback about our hold music.
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Your feedback
The music we play whilst on hold to our contact centre is boring and dreary.Our actions
We’re sorry you didn’t like our on hold music, but we’ve listened to your feedback and updated it with some modern classics!
Sound quality – June 2021
We listened to feedback from our SMS surveys about our telephone sound quality.
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Your feedback
The sound quality is poor when you phone our contact centre.Our actions
We have invested in new a telephony system which will improve the sound quality of our calls.
Opening hours – June 2021
We listened to feedback from our customer panel about our opening hours.
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Your feedback
In a meeting with our Customer Panel (The Quality Assurance Panel) they highlighted that we need to better promote our opening hours.Our actions
When you contact us, you’ll now hear a message giving our opening hours.
Contact centre wait time – June 2021
We listened to feedback from our SMS surveys about your experience when calling our contact centre.
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Your feedback
When you call you don’t know how long you will be waiting to speak with our contact centre.Our actions
When you contact us, you’ll now be given a queue number so you know how many people are in front of you.
Contact centre live chat / calls cut off – June 2021
We listened to feedback from our SMS surveys about your experience when messaging or calling our contact centre.
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Your feedback
You said that when messaging on live chat or ringing our contact centre – you sometimes get cut off.Our actions
We’ve invested in a new telephony system that has an updated live chat feature – so in the future you shouldn’t get cut off.
Livving magazine changes – May 2021
We reviewed the contents of our Livving Magazine in a focus group and listened to their feedback.
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Your feedback
You asked us to make some changes to the design of the Livving magazine.Our actions
For our latest issue we made some amends to the design and contents of the magazine. We hope you like it!
Support to pay your rent – May 2021
Our team are always here to help. We reviewed your feedback to let you know how we can help you with your rent payments.
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Your feedback
We reviewed the feedback from an online survey – where you said you would like more support to pay your rent.Our actions
We featured an article in our spring additional of Livving magazine giving helpful advice and information on additional support.
Opening hours – April 2021
We listened to feedback from our customer panel about our opening hours.
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Your feedback
In a meeting with our Customer Panel (The Quality Assurance Panel) they highlighted that we need to better promote our opening hours.Our actions
• We have added our call centre opening hours to our Facebook page
• We have sent Facebook posts advising of our call centre opening hours
• We have added our call centre opening hours on out Google Business Page
Landscaping works – April 2021
We listened to feedback from our text surveys about landscaping works.
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Your feedback
You were receiving text surveys about completed tree works before the work had started.Our actions
We changed our processes to stop this happening. Surveys are now only sent on the completion of the work.
Decoration allowance – April 2021
We listened to your feedback in relation to the decoration allowance being too low, when we have completed works in your home.
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Your feedback
The decoration allowance offered following the rewires and other major work is too low.
Our actions
We have reviewed the amount of money we give to compensate customers when we damage decoration during major works from £35 to £50 per room. (We originally aimed to provide a response during 2020 but the decision was unfortunately delayed).
Christmas – December 2020
We contacted our residents living in our extra care facilities about Christmas dinner.
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Your feedback
We asked our residents living in extra care schemes whether they would be able to prepare their own Christmas dinner. A number of residents told us that they were unable to.Our actions
Where they weren’t able to we arranged for a Christmas dinner to be delivered to them completely free of charge.
Communal cleaning – December 2020
We listened to survey feedback about the cleaning in Crawford Gardens and the Watchfactory.
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Your feedback
Feedback from a survey told us that on occasions the communal cleaning in Crawford Gardens and the Watchfactory could be improved.Our actions
We’ve taken action to improve the cleaning service in both Crawford Gardens and the Watchfactory.
Reporting repairs – December 2020
We listened to feedback from sale and shared ownership customers about repairs.
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Your feedback
Customers who have bought a property from us either outright, or through shared ownership, told us that the process for enquiring about repairs after the defect period was not clear.
Our actions
We’ve changed our processes so it easier to understand when you contact us about a repair after the defect period.
Gas appointment reminders – September 2020
We listened to your feedback about appointment reminders times.
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Your feedback
You felt that the gas appointment reminders that we sent via text message were being sent to early in the morning.
Our actions
Reminder messages are now sent after 8am.
Performance information – September 2020
We worked with our Customer Panel to improve the performance information that we share.
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Your feedback
We asked our Customer Panel what performance information they would like to see on our website.Our actions
We updated our performance information in line with their suggestions – the information can be found here:
Contact Centre – September 2020
We are currently conducting a review of our service following on from feedback we have received from our customers.
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Your feedback
Feedback from text surveys told us you were unhappy with how long you had to wait when phoning our contact centre.
Our actions
We recognise on occasion this has been an issue. We are carrying out a review of service and in September 2020 will be consulting customers regarding the different ways in which we can be contacted. (Review expected to be completed by December 2020)
Updated: December 2020
We have made improvements to our service and the time you spend on hold has now been significantly reduced.
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Your feedback
Feedback from text surveys told us that on occasion the sound quality can be poor when phoning our contact centre.
Our actions
Due to COVID-19 many of our staff are working from home. Issues with WiFI has meant that on occasions the quality of the calls has been lower than you should expect. We are working to improve the issue. (Expected to be resolved October 2020)
Updated: December 2020
We’ve made some changes to our software which has improved call quality
Repairs – September 2020
We listened to our customers views in relation to booking repairs and follow on work.
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Your feedback
Feedback from text surveys told us that on occasion you have problems booking a repairs appointment.
Our actions
We are reviewing the service in order to improve the situation (Review expected to be completed by November 2020).
Updated: December 2020
Services still under review
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Your feedback
Feedback from text surveys informed us that you were not always kept updated when follow on work is required after a repair.
Our action
We are reviewing the service in order to improve the situation (Review expected to be completed by November 2020)
Updated: December 2020
Services still under review
Customer complaints – August 2020
We use your feedback to spot areas where we can improve and make changes wherever needed. Our feedback team regularly collate your compliments and complaints for our teams to review.
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Your feedback
A customer living in a flat told us they were unhappy with the placement of the communal bins
Our actions
We consulted with customers living in the block and have identified a better place to the store the bins. Work was undertaken in August 20 to rectify the issue
The Watchfactory development – June 2020
In June 2020 we advised residents that we were starting construction on phase two of the Watchfactory development in Prescot.
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Your feedback
You were unhappy about the mess on the road caused by the construction works.Our action
We have additional road cleaning being completed to keep the area clean. -
Your feedback
You were unhappy regarding the noise of the street cleaners.Our actions
Measures have been put in place to reduce noise from street cleaning. -
Your feedback
You were unhappy about the route construction traffic was using to get onto site.Our actions
We have ensured that contractors are using the agreed route to site and reminded drivers delivering to the site to drive in a courteous, safe manner.
Complaint compensation – May 2020
On occasions we may offer customers compensation or goodwill payments following their complaint, this is usually in the form of a voucher. In May we reviewed this approach.
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Your feedback
You advised us you were unhappy with receiving vouchers as compensation and you would prefer to receive the money into your bank account directly.
Our actions
We now make any payments directly to your bank account.
Heating and hot water – April 2020
We listened to our customers views in relation to emergency heating and hot water repairs.
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Your feedback
You were unhappy that heating and hot water repairs were not classed as emergencies in summer months.Our actions
We changed the process so that heating and hot water repairs are now emergency appointments throughout the year.
Accessibility – March 2020
We were sent feedback about the accessibility of our old website; customers with sight loss were having difficulty navigating the site. Here’s the steps we took to make improvements.
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Your feedback
You told us part of our website was unsuitable for customers with sight loss.
Our actions
As a result we have worked with the Royal National Institute of Blind People (RNIB) to make improvements to our Livv Housing Group website. These changes mean our site now works better with screen readers, is easier to navigate and displays well when enlarged. We are committed to continually improving the accessibility of our website – if you find a part of the site that you think could be improved let us know by emailing marketing@livvhousinggoup.com
Escalated complaints – March 2020
Our customers have the opportunity to meet with a panel of Livv managers if they are unhappy with the outcome of their complaint. This is quite time consuming for you as customers with busy lives as well as being a little outdated and formal; additionally, it just hasn’t been possible during lockdown.
When discussing with a group of recent complainants, they said that they wanted greater choice.
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Your feedback
You’d like the option of speaking directly to one of our Directors or to have a video call with the panelOur actions
We now offer the option to speak with a director or to have a video call with the panel, in addition to a face to face meeting (when restrictions ease).
Complaints policy review – March 2020
In March 2020 we carried out a review of our Complaints policy. As part of the review we contacted customers who had previously made a complaint and asked about their experience.
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Your feedback
The complaints process is too complicated
Our actions
We are changing our policy to make it easier to understand
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Your feedback
The process takes too long.
Our actions
We are reducing the time we take to respond from 15 days to 10 days. We are also reducing the number of complaint stages from five to three.
Falling behind on payments – February 2020
In this session current and former customers gave us their feedback on what it is like to fall behind on payments.
Sharing their thoughts and experiences, they fed back to us on what they thought about our processes, the way we communicate and the services we offer.
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Your feedback
Use of the word “debt” rather than “arrears” can be intimidating for customers.
Our actions
We are changing the terminology for low level underpayments to arrears.
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Your feedback
Automated voice messages used make contact to customers in arrears is impersonal and can add to anxiety and stressOur actions
The contract with this external provider was terminated in March 2020. Our own Income Team will send texts and make calls instead -
Your feedback
In the first year of tenancy, there is a lack of a known trusted person to confide in or ask for help
Our actions
A review of support for new customers is underway
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Your feedback
Letters could be more customer friendly and clear about consequencesOur actions
Letters have been changed to balance the offer of support to customers and consequences of not making payments -
Your feedback
Customers genuinely want to pay but may need more help and supportOur actions
We will broaden the types of support offered to customers and will refer them to services like free/low cost furniture -
Your feedback
Current opening hours don’t always match the customers availability
Our actions
Some members of the income team are contacting customers between 6pm and 8pm to discuss payments