During July, the Institute of Customer Service (ICS) will be emailing some of our customers to ask for feedback about LiveWest and your most recent experience with us.
We appreciate all the feedback we receive and want to share with you what we learned from your feedback in 2022. Thank you to everyone who took the time to respond.
In 2022, we heard feedback from 1,104 customers. This is great, as it is a high enough number for us to be sure that the responses collected are representative of all our customers. This means that customers who did not respond are very likely to have given similar feedback.
How did our performance compare?
ICS independently ranks us against more than 250 organisations based on our performance. In our most recent survey in July 2022, LiveWest received a score of 71.7 out of 100. This score is higher than the average score of other housing associations who also ask their customers the same survey, however it is slightly lower than the average score across all sectors.
How did customers score us in different areas?
A focus on how we respond to problems
Problem handling is our lowest score and the area where we see the biggest gap in performance when compared to others. We recognise that if we want to achieve consistently higher levels of customer satisfaction, we need to focus on preventing problems by understanding and resolving the root cause so similar issues do not happen again. We know we do not get this right all of the time and that this needs to be a focus of ours. We are working on learning from complaints raised by customers so we can prevent similar issues escalating to a complaint in the future.
Where are we performing well?
As well as focussing on where we need to improve it is also important to build on areas where we are doing well.
For a look at how our 2022 results fit into our quarterly performance, see our March 2023 customer performance report.
Want to have your say?
In July, ICS will be emailing 10,000 randomly chosen customers to take part in an online survey. The survey should take no longer than 15 minutes. If you receive an email from ICS, be sure to have your say before the deadline stated in the email. Your feedback will help drive improvements across LiveWest.
How do we protect customers’ personal information?
Customers’ responses to ICS are completely confidential. We do not include any information in our reports that could personally identify an individual, so you can feel free to be completely honest with your feedback.
At the end of the survey, you will be given the opportunity to provide your name and a contact details if you would be happy for us to speak to you about your feedback. This is voluntary and if you would prefer not to, we understand, however please be aware that without these details and consent we are unable to follow up on individual issues.
If you have any further questions about this survey, please email the Research and Insight team on surveys@livewest.co.uk. Alternatively, you can call the Customer Services team who would be happy to put you through to a member of the Research and Insight team.