During September 2024, the Institute of Customer Service (ICS) will be emailing some of our customers to ask for feedback about LiveWest and their most recent experience with us.
We appreciate all the feedback we receive and want to share with you what we learned from our last survey in 2023. Thank you to everyone who took the time to respond.
Our performance in the 2023 survey
In July 2023 we heard feedback from 1,337 general needs and sheltered customers. This is a high enough number for us to be sure that the responses collected are representative of our customer base. This means that customers who did not respond are very likely to have given similar feedback in 2023.
How did our performance compare against other organisations?
ICS independently ranks us against more than 250 organisations based on our performance. In our most recent survey in July 2023, LiveWest received a score of 71.4 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. We have also seen a decrease in satisfaction year on year since 2021 although this is a trend across all sectors nationally.
How did customers score us in different areas?
ICS measure five main customer priorities. Below is LiveWest’s scores compared to other housing associations and average score across all sectors in the UK.
LiveWest | Other housing organisations | UK all-sector average | |
| Experience this measures the quality of your interactions with LiveWest | 7.3 out of 10 | 66.1 | 77.6 |
| Responding to problems this measures how LiveWest responds to and deals with problems, such as repairs | 3.5 out of 10 | 36.4 | 59.2 |
| Customer ethos this measures how well LiveWest builds the experience to meet your needs and show you we care | 7 out of 10 | 62.5 | 75.8 |
| Emotional connection this measures how well LiveWest makes you feel reassured | 6.8 out of 10 | 61.5 | 75.5 |
| Ethics this measures our reputation, openness and transparency | 7 out of 10 | 63.2 | 74.6 |
How can you have your say in the 2024 survey?
In September, 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 us to improve our services for customers.
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 detail if you would be happy if LiveWest wanted 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 that you might raise in the survey.
If you have any further questions about this survey, please email the Research and Insight team on surveys@livewest.co.uk.