We have been making some changes to improve the repairs service our customers receive.
This includes improving some of the ways we do things, and the systems we use to manage repairs.
We also recently launched the option to rebook your appointment slot for some repairs directly from our customer portal. This means that if things change and your slot no longer suits you, you can choose a new time. Find out more about this new service.
As a result of the changes we have made, we have increased the number of daily visits to customers. We have completed over 5,000 repairs more than normal between April and July which has helped to reduce waiting times. On average, waits for a repair appointment are around 21 days for routine repairs, below our target of 28 days. We aim to complete more complex works within 90 days. We have seen an improvement since March 2024.
Visiting your home for appointments
If a member of the LiveWest team will be visiting your home, they will always carry ID badges and display these when arriving.
Most colleagues will also be wearing LiveWest uniform, for example our Repairs team.
Sometimes other companies or service providers will visit your home on behalf of LiveWest. This is to help us deliver the services we offer, including carrying out a repair, or completing a survey on your home. We will let you know if this is the case, and the people visiting your home will carry an ID badge to confirm their identity and reason of their visit.
If you are ever in doubt about someone visiting your home, please get in touch with us and we will be happy to help.
Giving access to your home
You can also help us to improve things even more. We often are not able to enter homes for repairs, gas and electric checks, fire door inspections and stock condition surveys. If you cannot make your appointment, please text, call, email or update your slot on the portal to let us know in advance. That way, we can use the appointment time you do not need to get to other customers to help them.
Unfortunately we are regularly unable to enter customers’ homes due to them being out during their appointment slot. This results in us having to reschedule the appointment, which can mean it takes longer for some customers to get their repair sorted.
By letting us into your home you are helping us deliver the best service for you and our other customers, so we really appreciate your cooperation.
We understand plans change, so if you are going to be out for your appointment, please let us know. You can do this by getting in touch, or for some types of repair you can rebook your appointment on our customer portal.
