Our new feature to help you track when we will arrive to complete a repair is now live.
How does it work?
On the day of your repair, you will receive a text message giving you a time window for when the repair will take place.
When your repair is the next job for our operative who will be carrying it out, you will receive another text to let you know that they are on their way. You will receive a link which will allow you to track the location of the operative and what time they will arrive at your home when they are ten minutes away.
After your repair is completed, you will receive a short survey by text, which will give you the chance to review your experience.
Please note that whilst we are introducing this for a wide range of repairs, this feature will not be available for some repairs, and may be impacted by poor mobile phone signal, which can be common across the region. We can also only offer this to customers we have a mobile phone number for, so please make sure you let us know your up to date mobile phone number.
We would like to make customers aware that you may receive more texts than usual relating to your repairs, including some texts which will be similar. We are working to resolve this, and thank you for your patience if you do experience an increase in the number of texts you receive from LiveWest.
Scroll to the bottom of the page for more FAQ's about this new service.
Reporting repairs
If you are not already signed up to our customer portal, it only takes a moment to sign up. Reporting your repairs is usually quickest on the customer portal, and there are a range of other features to make use of like paying your bills and checking your account balance. Find out more and sign up to the portal.
If you need to change your appointment slot for a repair, please let us know as soon as possible. This helps us to rebook your slot with another customer, helping us to complete as many repairs as possible.
We will update our customers when we launch this new service, so keep an eye out for more soon.
FAQ's
What is the repair ETA tracking tool?
The repair tracking tool is a service for some of our repairs that will give a better idea of when your repair operative will arrive at your home and provide live tracking.
When our operative updates the system to say they are on their way, you will receive a text message with an ETA and tracking link. This link will show live tracking when the operative is within 10 minutes of your home. The ETA is live, so will take traffic into account.
After your repair is completed, you will receive a short survey by text, which will give you the chance to review your experience.
Is this text from LiveWest?
The texts you will receive will be addressed from ‘LiveWest’, and the URL will be something similar to https://s.localz.io/livewest/G****. If this is not the case or something doesn’t seem right, please let us know.
Why can’t I see where the operative is?
If your home is less than 5 minutes from the operatives last job, their location may not appear on the map, however you will still receive an estimated time of arrival with a 15 minute window from when the operative clicks I’m on my way, even though the ETA is less than 5 mins. The operative will call you when they are on their way, so if ETA is less than 5 minutes you will be aware of this. You can find more information on this in the next question.
You will only see the map when the operative is 10 minutes from the customer location on all jobs. If the ETA is less than 5 minutes you won't be able to view the tracking map.
What happens if the operative is less than five minutes away when they say ‘I’m on my way’?
If the operatives last job was a street away from your home, it is likely that they will arrive at the same time that you receive your text message. So you may still receive a 15 minute ETA window, but the operative might arrive within 5 minutes. There is a two minute delay from when the operative clicks the on my way button to when the text message is sent.
I don’t want to receive texts for this repair?
To ensure you don’t miss out on your appointment and you know when to expect us, it is important that we make you aware of the time we will be arriving at your home. It is imperative that we carry out your repairs when they are needed, and sending text messages to customers for this purpose helps us to do this.
Why am I not receiving a tracking link for my repairs?
Whilst we are offering this service for a wide range of repairs, there may be some that we are not able to currently. If this is the case for you, you will still receive a text with a time window for your repair, as we did before launching this service. Please note that we can only offer the text service if we hold a mobile phone number on our records for you. Poor mobile phone signal can affect this feature working, whether that is for our operative or the customer.
What will happen with my feedback?
We will monitor your feedback and get in touch with you if we need to about issues you have encountered.
Please note that the feedback survey should only be used for the repair you received, and the correct channels like the customer portal should be used to report other repairs.
Will you tell the operative if I provide negative feedback?
Your feedback will not go directly to the operative that carried out your repair, and they will not be told the address where negative feedback is received.
I have already opted out of surveys – why have I received a text with a survey link?
This survey is to ensure that you are happy with the repair completed, and if you are not, will be used to ensure that any issues are resolved quickly. The survey will not ask any additional questions unrelated to your repair, and you can request to not be contacted further about the repair when completing the survey.
Can I go out and wait for the text to say the operative is on the way?
Whilst this new feature will help to give you a better idea of when the operative will arrive, it is important that customers are prepared to give entry to their home for the repair to be completed. You will only receive your ETA and tracking links after the operative has finished their previous job, so it is likely that you will only have a short wait once you receive the text to say the operative is on their way. Even though you will be given a 15 min window, if the operative is working locally to you, the ETA may be less.
Why am I receiving duplicate texts about my repair?
Whilst we are getting this new feature up and running, you may receive some duplicate texts. We appreciate this may be frustrating, but we are working to fix this as quickly as possible to reduce the number of texts you receive.