We're committed to providing fair, accessible and inclusive services for everyone in our homes.
During the past few years, we have made real progress to improve our understanding of our customers’ by collecting and recording valuable information about them and their needs. We would like to thank the thousands of customers who have contributed to this work so far. Our goal is to make sure everyone can use our services easily, and have a good experience when they do.
If you receive an email from us over the next couple of weeks asking you to update your information, this is because our current records are not complete and we need to know a little more about you.
Below, we've shared some common questions and answers that will explain more about what we're doing.
Frequently asked questions
Why are you asking these questions?
We're improving the quality of the information we hold so we can:
- Better understand our customers.
- Provide accessible and inclusive services.
- Improve service delivery.
- Identify where additional support may be required.
- Meet our legal and regulatory responsibilities.
Why wasn’t everyone asked?
At the moment, we're focussing only lead and joint tenants (where applicable), not all household members. And of them, we're only approaching customers where we know we have missing data.
Do I have to take part?
We understand that some customers may not want to share their information with us so we will provide an option for you to indicate that you would ‘prefer not to say’. By using this option we will know what your wishes are and therefore will not ask you for this information again.
What happens to my information?
Any answers you provide as part of this survey will be stored securely, in the same way we store all other customer data. We will only use it for legitimate business purposes in accordance with UK GDPR and our privacy notice.
Why are you asking about my ethnicity, religion or sexual orientation?
We collect this information to better understand our customer population, monitor equality of access to our services and help ensure we provide fair and inclusive services.
Will I be asked to do it again in the future?
We may occasionally ask you to confirm that the information we hold remains accurate, in case your situation has changed.
Look out for an email and help us to improve the services we provide. We thank you in advance for your cooperation and support.
If you have any questions, please email surveys@livewest.co.uk or contact our customer service centre at 0300 123 8080.