Customer experience
This image illustrates the experience you can expect from LiveWest throughout the planned works process.
This factsheet explains the standard of service which our customers can expect from LiveWest and answers a few of the most commonly asked questions. We aim to ensure that you receive the best possible experience, but if for any reason this falls below the standards listed below, please let us know as soon as possible. Advice on how to contact us is given overleaf.
Find answers to common questions about surveys, works, timelines, and eligibility for our home improvement programme.
The survey is essential in determining what works are suitable for the property and only takes around an hour and a half. If we are unable to survey, the property will likely be excluded from the programme.
We usually have between 2-4 people attend. There could be an apprentice or customer liaison officer present.
The government has set a target for all social housing to be upgraded to Energy Performance Certificate (EPC) Band C by 2030. We want to meet the government’s target earlier than planned, by making sure that all our properties are at Band C or above by 2028.
After receiving contact from LiveWest, you will be contacted by one of our delivery partners who will arrange a house survey. Using the survey recommendations, a plan will be put together that might include: insulation, heating, or other measures such as solar panels. You will then be asked to consent to the works.
If your property is not currently EPC C or higher, you will receive a letter explaining how and when we will improve the energy efficiency of your home. Once selected, your home will be assessed so that we can create a unique plan, considering the individual situation based on the survey. Because of this, we cannot give an indication of specific works we might undertake until after surveys have been completed.
We are unable to respond to individual customer requests for dates of assessments on their homes due to the scale of this programme. Please wait until you receive a letter from us with the details for your home improvement.
As the programme is being delivered over a matter of years, we can’t tell you when you are going to be contacted. However, we will always send a letter to you to notify you that your property has been shortlisted for a survey.
The contractors’ details will be on the leaflet you received, otherwise please email cby2028@livewest.co.uk and we can get in contact for you.
Every property is surveyed individually to recommend works. This may include solar panels or other works such as insulation or heating, but we can’t promise solar panels.
We are aiming to deal with properties on a street-by-street basis, but this doesn’t mean neighbouring roads will always be done at the same time.
It is not possible for individual customers to receive the Smart Export Guarantee (SEG) payment. As the solar panels are owned by LiveWest, the payment is directed back to LiveWest and used to support the wider programme of energy efficiency works throughout our properties.
We are not able to give you regular updates on the programme or timeframes for works on an individual property. Once you receive a letter from the programme, we will aim to get your property assessed within 2 months.
The contractors’ details will be on the leaflet you received, otherwise please email cby2028@livewest.co.uk and we can get in contact for you.
Contact us
Our team can be contacted by telephone, email or via our website. Details of the Project Manager and Customer Liaison Officer can be found on the accompanying letter and our Customer Services Team are available on 0300 123 8080, or via email at enquiries@livewest.co.uk
If you are not happy with the service you receive from any member of LiveWest staff or our contractors, please let us know immediately. We are always happy to receive comments so that we can make any necessary changes to improve the way in which we deliver our services. If you are not happy with the response you receive, we have a formal complaints procedure, and you can request a copy via any of the contact methods above.
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