October 2020 performance report

Subtitle
Customer report 2020
Page title
October 2020 performance report
Introduction
Here at LiveWest we are always looking to improve the service we provide to our customers. We review our performance regularly and appreciate all of the feedback we receive on where improvements may be required. How we measure our performance is linked to our overall customer service strategy and our commitment to transforming our customer service. Here is our second performance report of 2020/21, six months into our business year, our performance targets have been affected due to COVID-19, but we aim to improve those as we travel through our phased return to our normal services.

Key See what the icons below represent

About our customer service

90%
of our customers that rent a home say they are satisfied with the overall service we provide to them
Performing at a similar level
We are in the top 50%
We are almost hitting our target
95.9%
of our customers are satisfied with their last call to our customer service centre
Performing at a similar level
We are in the top 25%
We are achieving the target
66.6%
of our customers are satisfied with how we handled things when they made a complaint
Not as good as last year
We are in the lower 50%
We are not achieving the target
81.8%
of our customers are satisfied that we listen to their views and act upon them
Performing at a similar level
We are in the top 25%
We are almost hitting our target
7.2 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 at a similar level
We are in the lower 50%
We are almost hitting our target

About your home

96.6%
of our customers are satisfied with the last repair we completed for them
Performing at a similar level
We are in the top 25%
We are achieving the target
87.4%
of our customers are satisfied with the quality of their home
We are performing better
We are in the top 50%
We are almost hitting our target
85.4%
of customers are satisfied with our overall repairs and maintenance service
Performing at a similar level
We are in the top 25%
We are achieving the target
100%
of our fire risk assessments were completed and up to date at month end
Performing at a similar level
We are achieving the target
100%
of our gas safety checks were completed and up to date at month end
Performing at a similar level
We are in the top 25%
We are achieving the target

About your neighbourhood

85.2%
of our customers are satisfied with their neighbourhood as a place to live
Performing at a similar level
We are in the lower 50%
We are almost hitting our target
62.3%
of our customers are satisfied that the service charges they pay are value for money
Performing at a similar level
We are in the lower 50%
We are not achieving the target
190
new homes built so far this year
Not as good as last year
We are not achieving the target

Due to complications caused by Covid-19

We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 1,800 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 2,200 replies from customers about their last repair, over 600 regarding moving in to a home, approaching 600 responses about our complaints service, and over 1,500 responses about our customer service centre.

Your feedback helps us to learn and improve our services, as well as understand your views and get things right the first time. Find out more about how we are learning from your feedback here