September 2021 performance report

Subtitle
Customer report September 2021
Page title
September 2021 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 2021/22.

Key See what the icons below represent

About our customer service

88.4%
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
66.5%
of our customers are satisfied with how we handled things when they made a complaint
We are performing better
We are in the top 50%
We are almost hitting our target
96.1%
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
79.0%
of our customers are satisfied that we listen to their views and act upon them
Not as good as last year
We are in the top 25%
We are achieving the target
7.1 out of 10
This score is based on an Institute of Customer Service surevy 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

86.0%
of our customers are satisfied with the quality of their home
Performing at a similar level
We are in the top 50%
We are almost hitting our 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
96.7%
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
83.3%
of customers are satisfied with our overall repairs and maintenance service
Not as good as last year
We are in the top 50%
We are almost hitting our target
99.9%
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 almost hitting our target

About your neighbourhood

85.7%
of our customers are satisfied with their neighbourhood as a place to live
Performing at a similar level
We are in the top 50%
We are almost hitting our target
61.5%
of our customers are satisfied that the service charges they pay are value for money
Performing at a similar level
We are almost hitting our target
387
new homes built so far this year
We are performing better
We are almost hitting our target

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 2,600 replies from customers about their last repair, over 600 regarding moving in to a home, over 600 responses about our complaints service, and over 8,000 responses about our customer service centre.