Homeowner Tenant Satisfaction Measures June 2023

Here at LiveWest we are always looking to improve the service we provide to our customers. To help us do that, we review our performance regularly and appreciate all of the feedback we receive on where improvements may be required. This includes through Tenant Satisfaction Measures, which were introduced in April 2023. You can see our performance against the Tenant Satisfaction Measures at the end of June 2023 below for homeowners.

Find out more about the Tenant Satisfaction Measures

Take a look at what the Measures mean for you and why they are being introduced.

Read our update

 

Health and safety

Our TSM performance for health and safety inspections, compliance checks and risk assessments are combined performance figures for our low-cost rented and low-cost homeownership homes.

Proportion of homes for which all required gas safety checks have been carried out

Performing similarly to the previous year
We are achieving our target

Our target: 100%

Proportion of homes for which all required fire risk assessments have been carried out

Performing similarly to the previous year
We are achieving our target

Our target: 100%

Proportion of homes for which all required communal passenger lift safety checks have been carried out

Performing similarly to the previous year

Proportion of homes for which all required legionella risk assessments have been carried out

Performing similarly to the previous year
We are achieving our target

Our target: 100%

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out

Performing similarly to the previous year
We are achieving our target

Our target: 100%

Proportion of respondents who report that they are satisfied that their home is safe

Performing similarly to the previous year
We are achieving our target

Our target: 80%

Customer service

of our customers are satisfied with their overall experience

Performing similarly to the previous year
We are achieving our target

Our target: 65%

 

of our customers are satisfied we listen to their views and act on them

Performing worse than the previous year
We are not achieving our target

Our target: 62%

 

of our customers are satisfied with how we handle complaints

Performing similarly to the previous year
We are not achieving our target

Our target: 52%

 

of our customers are satisfied we keep them informed on important updates

Performing better than the previous year
We are achieving our target

Our target: 74%

 

of our customers agree we treat tenants fairly and with respect

Performing similarly to the previous year
We are achieving our target

Our target: 73%

 

of our stage one complaints were responded to within the target timescale

Performing better than the previous year
We are achieving our target

Our target: 80%

 

of our stage two complaints were responded to within the target timescale

Performing better than the previous year
We are achieving our target

Our target: 100%

 

Your neighbourhood

 

of our customers are satisfied we make a positive contribution to neighbourhoods

Performing better than the previous year
We are achieving our target

Our target: 53%

 

of our customers are satisfied with our approach to anti-social behaviour

Performing worse than the previous year
We are not achieving our target

61%

 

 

Repairs and maintenance

 

of our customers are satisfied that we keep communal areas clean and well maintained

Performing similarly to the previous year
We are achieving our target

Our target: 44%

 

Other ways to give your feedback

 

There are plenty of other ways you can give your feedback about the service you have received. Your feedback is used to help improve the way we do things for customers. 

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About our surveys and research

We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 2,300 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 2,000 replies from customers about their last repair, over 650 regarding moving in to a home, over 670 responses about our complaints service, and over 4,300 responses about our customer service centre.