2024 has been an action packed year for our different customer volunteering groups.
Our customer volunteer groups help us to make sure customers have their say on the services we provide, with groups focusing on topics like estate services, communications and complaints.
There have been some amazing achievements this year, including:
- 681 hours volunteered by the InFocus group. During this time they have carried out a wide range of reviews.
- 1,486 surveys completed by Estate Service Champions.
- 34 volunteering hours from our new Customer Complaints Panel, which included reviewing how accessible our complaints service is.
To celebrate what has been happening this year, we have created a roundup for our volunteers. If you would like to find out what the groups do and what it’s like being a volunteer, read the 2024 roundup.
You can also find out more about customer volunteering opportunities on our get involved webpage.
Hearing customer feedback remains a priority for us to ensure we are delivering excellent customer service. The feedback we have received has helped us shape our plans for improving, and is key to our strategies and priorities for 2025.
These priorities include adding more content and functionality to our Customer Portal to enable customers to utilise online methods of contacting LiveWest including raising repair requests and booking suitable appointment slots.
We have also grown our customer groups and have recently launched a Customer Complaints Panel who are helping us make improvements to our services. We are working on a Customer Offer service which will help us to understand customers' priorities and circumstances. We are also attending repairs quicker and using remote diagnostic tools to help resolve issues over the telephone, a service that customers are telling us they like.
