March 2022 performance report

Rented Tenant Satisfaction Measures

October to December 2023

Here at LiveWest we are always looking to improve the service we provide to our customers. To help us do that, we review our performance regularly and appreciate all of the feedback we receive on where improvements may be required. This includes through Tenant Satisfaction Measures, which were introduced in April 2023.

You can see our performance against the Tenant Satisfaction Measures for October to December 2023 below for customers who rent a home from us.

Key See what the icons below represent

Key: = Our target = Currently achievement

About our customer service

87.0%
of our customers that rent a home say they are satisfied with the overall service we provide to them
Performing worse than the previous year
We are in the top 50%
We are almost achieving our target

Our target: 90.0%

69.4%
of our customers are satisfied with how we handled things when they made a complaint
Performing better than the previous year
We are in the top 50%
We are almost achieving our target

Our target: 74.0%

95.9%
of our customers are satisfied with their last call to our customer service centre
Performing similarly to the previous year
We are in the top 25%
We are achieving our target

Our target: 93.5%

76.0%
of our customers are satisfied that we listen to their views and act upon them
Performing worse than the previous year
We are in the top 25%
We are almost achieving our target

Our target: 80.0%

7.3 out of 10
This score is based on an Institute of Customer Service survey that measures if we deliver a service our customers trust
Performing similarly to the previous year
We are in the lower 50%
We are almost achieving our target

Our target: 7.6 out of 10

About your home

85.2%
of our customers are satisfied with the quality of their home
Performing worse than the previous year
We are in the top 50%
We are almost achieving our target

Our target: 87.8%

100.0%
of our fire risk assessments were completed and up to date at month end
Performing similarly to the previous year
We are achieving our target

Our target: 100.0%

95.0%
of our customers are satisfied with the last repair we completed for them
Performing worse than the previous year
We are in the top 25%
We are achieving our target

Our target: 95.0%

81.5%
of customers are satisfied with our overall repairs and maintenance service
Performing worse than the previous year
We are in the top 50%
We are almost achieving our target

Our target: 84.1%

99.9%
of our gas safety checks were completed and up to date at month end
Performing similarly to the previous year
We are in the top 50%
We are almost achieving our target

Our target: 100.0%

About your neighbourhood

86.0%
of our customers are satisfied with their neighbourhood as a place to live
Performing similarly to the previous year
We are in the top 50%
We are almost achieving our target

Our target: 86.8%

62.0%
of our customers are satisfied that the service charges they pay are value for money
Performing similarly to the previous year
We are not achieving our target

Our target: 70.0%

55.6%
of our customers are satisfied with the support they have received to resolve an anti-social behaviour case
Performing worse than the previous year
We are not achieving our target

Our target: 65.4%

800
new homes built so far this year
Performing better than the previous year
We are almost achieving our target

Our target: 1100

We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 1,900 customers a year about their overall satisfaction with our services, their home, their neighbourhood and that we listen to their views.  We also ask a sample of customers who have recently experienced a service for their feedback – for example over 2,240 replies from customers about their last repair, over 470 regarding moving in to a home, over 670 responses about our complaints service, and over 5,600 responses about our customer service centre.

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