Customer Announcement
Contacting us.

Our online and telephone services are operating as normal, but it may take a little longer to get through to us as our colleagues are working from home. We apologise for any delay and will respond as soon as possible. Find out how you can contact us here and if your query relates to a repair issue you can also use our Solve an issue tool.

24 March

Your feedback on our services

We want to give our customers the opportunity to feedback on our services. Our customers may receive an email in the next few weeks from the Institute of Customer Service
Providing feedback about LiveWest

In the coming weeks, the Institute of Customer Service will be emailing some of our customers to ask for feedback about our service.

We appreciate all the feedback we receive and want to share with you what we learned from our most recent survey in September and we want to say a big thank you to everyone who took the time to respond.

Twice a year, we work with the Institute of Customer Service (ICS) to ask our customers about their recent experiences with us.

Understandably, it has been a challenging year for many of us. At times, lockdown forced us to reduce our services, and we recognise that these changes may have impacted the level of services you’ve experienced.

Last September, 621 customers took part in an online survey with these challenges in mind. 

From your responses, we learned how we can deliver even better services. You can take a look at our December 2020 Performance report here.

How did our performance compare?

We received a total performance score of 74.2 out of 100. This score is higher than the average performance score of other housing associations.

How did customers score us in September?

7.6 out of 10
For your experience. This measures the quality of your interactions with us.

3.6 out of 10
For responding to problems. This measures how we respond to and deal with problems, such as repairs. 

7.3 out of 10
For customer ethos. This measures how well we build the experience to meet your needs and show you we care. 

7.1 out of 10
For emotional connection. This measures how well we make you feel reassured. 

7.3 out of 10
For ethics. This measures our reputation, openness and transparency.        

8 out of 10
For helpfulness of staff   

8 out of 10
For competence of staff 

7.8 out of 10
For the ability to interact with our organisation in the way you prefer. 

We understand that our customers are comparing us to companies across the UK, and we aim to provide the best service possible. ICS independently ranks us against more than 250 organisations based on our performance.

Institute of Customer Service

We received a total performance score of 74.2 out of 100. This is higher than the average for housing associations.

How many of our customers would recommend us?


5.3 out of 10 customers would recommend LiveWest to friends and relatives.


Local public services

4.2 out of 10 people would recommend their local public services to friends and relatives.


UK all sector average

Across all sectors, 4.3 out of 10 people would recommend a UK company to friends and relatives.


Have your say

On March 25, ICS will be emailing 5,000 randomly chosen customers to take part in an online survey. The survey should take no longer than 15 minutes. If you receive an email from ICS, be sure to provide your feedback before April 15. Your feedback will help us to further improvements our services.

Responses to ICS are completely confidential. We do not include any information in our reports that could personally identify an individual, so you can feel free to be completely honest with your feedback. Your responses will also be combined with many other customer responses to help us understand the opinions of different groups.

If you have any further questions about this survey, please email our Research and Insight team on Alternatively, you can contact our Customer Services team who would be happy to put you through to a member of the Research and Insight team.

If you would like to feedback on our services, please fill out this form

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