Delivering a brilliant customer experience
We are committed to making sure you can access our services in a place, and at a time that suits you.
Despite periods where coronavirus affected our services, we continued to be available 24/7 and dealt with almost 206,000 customer transactions across all services. As face to face visits were not always possible, we changed our main methods of supporting you to ensure safe ways of working and this change helped us maintain customer satisfaction.
Putting in safe ways of working meant we could continue to deliver our vital services and we provided you with more ways to speak with us using video calls and direct team LiveChat. We accelerated our transformation plans to digitise more of our services, including digital lettings meaning we could still provide homes throughout the year.
To help you use digital services for the first time we made easy to follow videos meaning you could manage your tenancy from the safety of your own home.
We will always try to answer queries at the first point of contact, and when this is not possible, we will let you know who will be dealing with your query and provide updates until the query is resolved.
We value what you have to say to us and we will always be polite to you. We will give you clear information about what to do if you are not happy with our services, and use your feedback to make improvements.
We listened:
You asked us to give you more information on how to use our Livin app during the coronavirus pandemic so that you could access our services easily.
We acted:
We provided a video showing step by step how to download and use the app to contact us, report your repair and check your rent balance.
We listened:
You wanted us to clarify what a complaint is.
We acted:
We worked with you to revise our Customer Feedback Policy to ensure it reflected the expectations of our tenants, it was written in plain English and now includes a clear definition of a complaint. A complaint is defined as:
“Any expression of dissatisfaction, however made, about the standard of service provided by Livin, the actions or lack of actions of Livin, its employees, or including anyone acting on behalf of Livin, affecting an individual resident or groups of residents.”
Due to lockdown restrictions, while we could not meet with you face to face we made it possible to hear your voice in other ways. We offered 56 online opportunities to get involved in shaping a variety of services and listened to the views from over 6,000 responses. As a result, you helped us to introduce 51 significant improvements including services that are easier for you to use, new and reviewed policies and better ways of communicating with you.
Tenants from your scrutiny volunteer group attended 15 different training events, including meeting the Regulator for Social Housing and the Housing Ombudsman. This helped them with their skills, knowledge and confidence to influence and develop new policies and services.
Want to get involved?
New tenants are always welcome to get involved with us in helping review and improve our services, please visit our dedicated website page to find out the ways you can get involved at times that suit you.
