We are making improvements to our lettings process
How we are acting on your suggestions to improve our lettings process.
You said, we did
This label is used for suggestions from our customers which we have implemented.
You said, we are
This label is used for suggestions from our customers that we are in the process of implementing.
You said, we will
This label is used for suggestions from our customers that we are planning to implement soon.
How this page works
We are listening to your suggestions and acting on your feedback to improve our services.
We are at different stages of implementing the changes suggested by you, so we have labelled each action we are taking as either 'we did', 'we are' or 'we will', allowing you to follow our progress.
You said, we are
You said: Viewings should take place as early as possible to give us the opportunity to resolve defects.
We are: Offering viewings at the earliest opportunity, once it is safe to do so.
You said, we are
You said: You wanted more accurate information on new builds.
We are: Providing floorplans inside offer packs for customers moving into newbuilds.
You said, we are
You said: Information about pets is a priority for many customers.
We are: making pet information and registration forms available during discussions at verification stage.
You said, we will
You said: You would like the assessment process to be simplified.
We will: Send a pre-screening questionnaire to customers following shortlisting.
You said, we will
You said: There were problems with notice periods, often resulting in you having to pay two lots of rent.
We will: Ensure a discussion about notice and flexibility forms part of the offer process.
You said, we will
You said: You wanted us to give people the option to meet neighbours and receive more information about noise, traffic and the community.
We will: Create a ‘tick box’ option for customers to tell us if they wish to be introduced to their neighbours and understand more about the community in terms of ASB.
You said, we will
You said: There needs to be a consistent process and a checklist for Housing Officers to make sure residents are shown essential features such as gas and electric meters, the boiler, drying areas, stop cocks, and other useful information. This will make sure that all residents are fully informed about the property during the viewing.
We will: We will make sure the viewing and sign up checklist is used by the Housing teams.
You said, we will
You said: We've heard from residents that follow-up calls after moving in aren't always happening consistently in every area. To make sure everyone gets the same great service, LiveWest should aim to have the same processes in place across all regions.
We will: Lettings and Housing teams will book in-person sign ups to those who have additional support needs and where a digital or over the phone sign up is not appropriate.
You said, we did
You said: When viewing a property, Housing Officers should provide residents with enough time to independently explore, allowing them sufficient time to make an informed decision on whether to accept the property.
We did: Housing teams have been encouraged to give residents time to explore the property independently, just like estate agents do, and have been provided with a clear framework to follow during viewings.
You said, we will
You said: You wanted us to offer a range of communication options, and not be ‘digital by default’.
We will: Be more proactive in finding out customer communication preferences and we will offer a range of communication options including face to face home visits, MS Teams calls, telephone calls and text messaging.
You said, we will
You said: You wanted us to be better at keeping you updated about the offer, to reduce worry and uncertainty. And that we should actively support those customers who experience hardship through delays that we have caused.
We will: Communicate with customers in line with their preferred method to reassure them on a weekly basis, following the formal offer of a tenancy.
Where delays caused by LiveWest cause hardship, we will look at a range of ways we can mitigate this for our new customers.
You said, we will
You said: You wanted more information to be included in the Welcome pack, such as property-specific instructions and contact details.
We will: Make changes to the welcome pack to include recommendations from the focus group, and our scrutiny panel.
You said, we will
You said: LiveWest should reconsider the sign-up process on the day residents move in, particularly for those with vulnerabilities, to make sure all the information is understood.
We will: Lettings and Housing teams will book in- person sign ups to those who have additional support needs and where a digital/over the phone sign up is not appropriate.
You said, we will
You said: We've heard from residents that follow-up calls after moving in aren't always happening consistently in every area. To make sure everyone gets the same great service, LiveWest should aim to have the same processes in place across all regions.
We will: We're updating our tenancy pack to include a list of ‘useful numbers’. This will feature contact details for the Empty Homes team—so if there are any concerns about the property when moving in, residents know who to reach out to. It will also include key contacts like your housing officer and our Customer Services team. Once this is in place, we won’t need to use calling cards anymore, which helps us cut down on paper use and waste.
