Our focus to provide digital services for customers has been recognised after we were named as one of the top 30 digital housing providers in the UK.
We were able to demonstrate how we have taken clear steps to improve our digital services for customers, according to Housing Digital, a leading news platform for the housing sector.
The Housing Digital award comes during a profound period of technological change throughout the Covid-19 pandemic where we have worked hard to ensure its colleagues and customers are supported.
The past year has seen an acceleration in the progression of technology due to the Covid-19 pandemic, enabling services to continue with the introduction of technology.
We have adapted its digital offering to ensure that virtual viewings, lettings, sales and property inspections continue to offer customers a flexible way of accessing its services.
Ian Fisher, our Executive Director of Digital and Business Change said: “This is fantastic recognition as we continue our digital journey to improve our online services to make them better and more efficient for our customers.
“We have been able to shift traditional means of getting in touch with us using the telephone, to offering a choice of different digital channels.”
“This year has seen an acceleration in the progression of technology due to the Covid-19 pandemic, enabling services to continue with the introduction of technology where we can utilise a customer's mobile phone camera ensuring issues are understood immediately and allocating the right team to resolve.
“We have also been able to launch virtual viewings, and a digital way of carrying out lettings, sales and property inspections as well as allowing customers contactless entry into their new home.
“There has also been the implementation of Robotic Process Automation technology bringing further efficiencies. LiveWest has also been working on the delivery of a new housing, financial system and customer portal which will facilitate improved customer engagement.”
From March 2020, we saw a 50% rise in social media sessions, 280% rise in job applications, 121% new homes call to actions and a 144% rise in digital reporting.
This includes a notable 52.8% rise in people going to website pages to find self-help. Our technological investments have been entirely focussed on improving customer experience. In conjunction with the introduction of this technology, they have maintained an excellent 89% overall customer satisfaction.
We are also using technology to build homes in the South West. Utilising modular housing development techniques can leverage both digital technologies and modern manufacturing practices to bring efficiency in the housebuilding process, enabling its partners to meet the country’s growing housing demand.
We recently launched 41 factory-built homes in Bridgwater which are some of the country’s most energy efficient and consistently achieve at least a ‘B’ Energy Performance Certificate (EPC) rating, with the majority achieving an ‘A’.
Thanks to high levels of airtightness, which ultimately stops heat escaping, the homes at the Parade can be run on as little as £1-a-day - saving consumers hundreds of pounds a year on energy bills.
The Top 30 Digital Housing Provider judges said: “It’s really good to see a clear strategy and approach being implemented by LiveWest. Offsite manufacturing is demonstrating the impact that technology can have on how we build homes and make them more energy efficient that has direct benefit on the environment and the resident.
"The top 30 list celebrates those providers who, through thoughtful engagement with technology, reacted and responded to the challenges of the pandemic so they could continue to meet the needs of their tenants.”
For more information on the top 30 click here.