Voluntas surveys

We’re always working to improve our services. And to do this we need your thoughts!

We’ve employed Voluntas, an independent customer research specialist, to carry out some surveys on our behalf.

You may receive a phone call (0800 077 3572), email or text from them, asking about us and the services we provide. It’d be great if you could take the time to answer the questions to help us shape our services.

Voluntas contacted me about LiveWest - is this genuine?

Yes, we work closely with Voluntas who carry out surveys on all aspects of our services.

Why are they contacting me?

We want to know the good, the bad, and the ugly so we can make sure we’re getting our services right for you, our customers.

What will they ask me?

They’ll ask for your opinions on the services that we provide and may check that your contact details are up to date. They will not ask you for any other personal information.

What do you do with the information?

Our teams will use the information to shape and improve our services, so your opinions and priorities are important to us.

Is my feedback confidential?

Absolutely, your feedback will be treated confidentially and only Voluntas and LiveWest will have access to it*. At the end of the survey, Voluntas will ask you if you’d be happy for us to contact you. You can always say no.

* We will sometimes share your views with our contractors if it's related to the service they provide

How do I know the data is secure?

All your information is held securely in line with current data protection legislation and controlled by LiveWest.

Voluntas only have access to the information they need to carry out the survey. We’ll advise Voluntas which service we want them to ask you about, for example, a repair.

Voluntas act as our agent and our contract with them includes specific data protection clauses. These clauses prevent them from sharing your details with anyone else and only allow them to use your information for the purposes of contacting you and finding out your views on our services.

They don’t own that information and they cannot use it for anything else.

I’ve had a repair completed but haven't been contacted, why not?

We only contact a sample of residents (enough to make sure the data is reliable), so you may not be contacted every time. If you haven’t been contacted but want to tell us what you think, we’d love to hear from you. Email us at talktous@livewest.co.uk

I don’t want to take part in surveys

That’s absolutely fine. The person calling will always check that you’re happy to take part. If you’d prefer not to, just let the caller know, and we’ll make sure we remove you from our contact list.

Want to know more about our surveys?

Contact us on 08458 729729 or 01934 526000
or email talktous@livewest.co.uk