We are committed to learning from complaints, to ensure we are providing our customers with the best service possible. As part of this, we will be regularly reviewing complaints, and will be publishing any changes we are making as a result of them.
What you said
- You do not understand my vulnerabilities and support needs.
- My support needs are being ignored.
- The situation I am reporting is having an impact on my health.
What we found
- Sometimes our focus is on resolving the issue you are reporting before addressing your support needs.
- The people involved in managing your situation are recognising your support needs, but they may not be understood by others not closely involved.
- Our teams do not always understand your communication preferences before contacting you.
- Our teams do not always know the best way to support your needs.
What we have done
- Reviewed our Vulnerabilities Policy with customers and introduced Reasonable Adjustments guidance.
- Undertaken a customer survey to identify your support needs. If you were not included in the survey, we will ask you about your support needs when we talk to you.
- Increased awareness about vulnerabilities and neurodiversity across LiveWest.
- Updated our Repairs Service Offer and Complaints Policy to recognise customer vulnerabilities.
We will:
- Continue to review the way we do things.
- Record and flag your support needs on the systems we use.
- Check your communication preferences before contacting you.
- Ask you for your advice about how we can best support you. We may need to follow this up with specialist support providers.
If you make a complaint we will:
- Ask about your support needs when we talk to you about your complaint.
- Agree how we will communicate with you.
- Consider your support needs as part of our complaint investigation.
- Review the way we deal with any adjustment requests you make during your complaint before we close your case.
- Provide you with the details of our insurer if we are unable to assess the impact of our service on your health.