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.
The appointed contractor will be responsible for the works however there may be additional sub-contractors required for different elements of the project. LiveWest staff may also be on site during this time.
Improvements being offered
- Replacement, top-up, or first time cavity wall insulation
Customer care
What kind of service can you expect?
LiveWest will:
- Ensure that everyone working in your home carries identification and will show it to you.
- Let you know in advance when the work will be starting in your home.
- Arrange for the Project Manager to be available to discuss the progress of the works.
- After the work has been completed, carry out a customer feedback survey, so you can let us know what you think of our service.
Working practices
The contractor will not:
- Move furniture or personal belongings.
- Undertake additional works without prior permission of LiveWest.
- Leave your home unattended without making it secure.
- Redecorate the external walls.
We ask you to:
- Keep to your appointments. If you need to change it, please let the contractor know in advance.
- Be considerate and respectful to the contractor.
- Clear personal belongings from the working area prior to the commencement of work.
- Make sure there is an adult available for prearranged appointments and children and pets are kept away from the working area.
- Relocate or remove any external structure such as sheds or lean-to's which may interfere with the scaffolding.
- Not access the scaffold at any time.
Your questions answered
Before the work
The appointed contractor will contact each customer individually, via telephone, email, or letter with a confirmed date.
If your cavities are being refilled after extraction, it can take up to 6 weeks between appointments depending on how long the cavities take to dry. Occasionally additional remedial works may be required, and we will notify you if this is the case.
During the work
Yes, if you have a prearranged appointment for internal works or access requirements. Our contractor will contact you to advise if this is required.
Yes, the contractor will ensure you always have access in and out of your home
The contractor will always have your health and safety in mind, but you also have a part to play. We would ask you to stay away from the working area wherever possible, whilst the contractor is working as at times tools and equipment may be lying around and where scaffolding is used, please do not access it at any time.
There are occasions when boiler flues interfere with works. If this occurs, we may have to temporarily isolate your gas supply. If this is the case, we will notify you in advance.
After the work is completed
Other than the normal annual rent increase, your rent will not be increased because of the improvement work carried out to your home.
You will be asked to participate in a satisfaction survey after the work has been completed, which will give you the opportunity to tell us what you think of the new improvements to your home, and the way you were treated by our staff and contractors. We welcome your views and comments and would ask you to spend a few moments to complete the survey, as your comments are invaluable in shaping our future service.
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.