Customer voice and influence: our commitment to you
Learn more about customer voice and how it shapes our services.
Learn moreWhy join a group?
Joining a group means you can:
- Tell us how we can improve the services that you receive as a LiveWest customer.
- Work with others in your neighbourhood to make sure your community is as happy as it can be.
- With different groups to join, you can pick those which suits your interests and motivations most.
- You can give as much or as little time as you would like, and for many groups you can get involved from the comfort of your own home.
What support will you get?
We want to hear from as many of our customers as possible and make it easy for everyone to join in so we have lots of ways that we can support you including:
- Paying for travel, childcare and care costs.
- Making sure that you are able to access information for example with larger print or translation.
- Provide lots of different training opportunities.
- Signpost you to free training to help you get online.
We recognise that taking part in engagement activities can be challenging and appreciate that sometimes volunteers may need someone to support them to join in. We welcome and cover the expenses for friends, family or support workers to accompany volunteers.
How can you join a group?
Joining is easy - just register your interest with our short form, and the team will get back to you soon.
We are committed to representing the views of our diverse customer base. We are keen to hear from as many customers as possible, but we particularly welcome volunteers from an ethnic minority background, the LGBTQ+ community, customers under the age of 45, and shared owners.
Take a look at our upcoming schedule
Keep up to date with events coming up with our online calendar.
Join a customer volunteering group
Register your interest and start having your say! You can also call us on 01392 302200.
Which groups could you join?
InFocus is our Southwest Regional Customer Network, made up of 12 volunteers living in our homes throughout the Southwest.
The group:
- Make sure that our customers’ priorities are heard and acted upon.
- Review our performance.
- Listen to and feedback on proposed changes to services and policies.
- Help make sure customers get value for money.
- Feedback and celebrate what is working well at LiveWest.
The group also lead on scrutiny projects and since 2025 have completed reviews looking at:
- How we manage and maintain communal areas.
- How customers are involved in procuring new contracts ensuring value for money.
Once a review is completed the group produce a report with their findings and recommendations for improvement which is sent to the senior management team.
So far over 90% of their recommendations have been accepted and implemented by the business.There are two different ways that you can be a member of InFocus:
- You can apply to be a member of InFocus.
- Join over 150 existing members and become a Friend of InFocus to share your experiences of our services through short surveys and focus groups. You can also join service reviews in topics that you are interested in.
Share your thoughts in quick five minute monthly surveys to help us improve groundskeeping, cleaning and fire safety where you live. Your feedback directly impacts how we maintain your living space, and is used by our Estate Services team.
Shape the future of your shared ownership experience and join our virtual panel.
Voice your opinions and give feedback to help us make improvements to the services shared owners receive at a virtual meeting every six months.
Do you want a say in who carries out your grounds maintenance, supplies kitchen products, or plays a part in many of the other services you receive?
We believe it is important for customers to have their say on procurement decision making, which you can as part of our procurement projects, including getting involved with interviewing potential suppliers.
Help us review the communications we send to customers with quick surveys. We use the feedback we get to make sure communications are relevant, engaging, accessible and easy to read. The group have already completed lots of reviews on our letters, newsletter articles, website pages and more. There is no need to leave the comfort of your own home, with the surveys sent to you by email.
Our Customer Complaints Panel currently consists of six volunteers living in our homes throughout the Southwest. We still have places for a few more members.
The panel works with us to scrutinise the way we handle complaints at LiveWest. This includes:
- Ensuring the way we handle complaints is simple, accessible and publicised.
- Reviewing customer satisfaction and customer feedback on the complaints process.
- Recommending improvements to the complaints process.
- Ensuring that LiveWest uses learning from complaints to improve services.
It is not the purpose of the panel to look at individual complaints.
Meetings are quarterly, two in person and two online for between 2 and 4 hours. In between these meetings members can join a drop-in session online for an hour. Members are supported by the Customer Engagement team.
Latest news from our customer volunteer groups
They have also worked with us on our:
- Behaviours framework
- Code of conduct
- Learning and Development policy
- Income recovery policy
- Relocation policy
- Unacceptable behaviour policy
- Aids and adaptations policy
The group have recently started their latest review looking at day to day repairs planning and customer communication. They are planning to complete this and share their findings and recommendations with the business in December.
Repairs service review
InFocus recently reviewed our repairs service and whether it was delivering to customers' expectations.
Estate service standard
This service standard explains how we manage communal areas and shared spaces in our communities.
Empty homes service review
InFocus recently reviewed how LiveWest manage their empty homes, and made recommendations for improvements.
How we use your feedback
You said, we did
Your feedback matters to us. See how we have been using your feedback to make improvements to the services customers receive.
More info
Together with Tenants
We support the Together with Tenants Charter. Find out more including how we are achieving our commitments.
More info
Your Views Facebook group
Our Facebook group gives you the chance to stay up to date and get involved with surveys and polls.
Join group