We have been assessed by the Regulator of Social Housing on how well we are delivering the outcomes of the consumer standards and meeting the Regulator’s governance and financial viability requirements.
The Regulator assessed our performance across four consumer standards: the Neighbourhood and Community Standard, the Safety and Quality Standard, the Tenancy Standard and the Transparency, Influence and Accountability Standard.
After a detailed inspection, the Regulator has confirmed that we are meeting all consumer standards, awarding us the highest rating of C1.
LiveWest has also maintained the highest ratings for governance and financial viability, receiving:
G1 – meeting our governance requirements, demonstrating effective risk management and governance arrangements to achieve our strategic objectives.
V1 – demonstrating financial viability and the capacity to manage adverse scenarios, ensuring sufficient liquidity and secured funding.
Currently we are one of only a few organisations nationally to achieve top ratings across governance, financial viability, and consumer standards, highlighting our commitment to providing safe, high-quality homes and customer services, and continuously improving for the benefit of our communities.
Regulator’s findings
Financial stability – our financial plans align with our long-term strategy, ensuring a secure and sustainable future.
Strong governance – effective business planning, risk management, and governance structures enables us to manage risks and achieve our objectives.
Investment in homes – we are committed to building new homes while continuing to invest in existing properties to enhance quality and customer satisfaction.
Customer engagement – our customers, including our scrutiny group InFocus, have a range of opportunities to shape our policies and services, and that we take their views into account as part of our decision making, and services.
Repairs and maintenance – we provide an efficient and timely emergency repairs service, and we are actively improving the response times for non-urgent repairs for our customers.
Data-driven approach – we use insights from data to continuously improve our services and meet the requirements of consumer standards.
You can read the Regulator’s full report which have been published today here.
How the inspection was carried out
The Regulator conducted an in-depth review of our work, which included:
- Meeting with InFocus, our customer scrutiny group, and customers to understand their experiences.
- Attending key meetings to evaluate our decision-making processes.
- Engaging with our leadership team and Board to assess our governance and financial strength.
- Reviewing key documents, policies, and performance data to ensure compliance with regulatory standards.
Paul Crawford, Chief Executive at LiveWest said:
“I am delighted that the Regulator has recognised our commitment to delivering customer services by concluding a C1 grade, in addition to maintaining our G1 and V1 ratings”.
“We are currently one of a small number of housing associations to be graded C1, G1 and V1 and I am incredibly proud of our colleagues at LiveWest who consistently strive to strengthen governance, improve our financial performance, and enhance the quality of services provided to our customers. This achievement is a direct result of their hard work, dedication, and commitment to LiveWest.”