Rented Tenant Satisfaction Measures December 2023

Here at LiveWest we are always looking to improve the service we provide to our customers. To help us do that, we review our performance regularly and appreciate all of the feedback we receive on where improvements may be required. This includes through Tenant Satisfaction Measures, which were introduced in April 2023. You can see our performance against the Tenant Satisfaction Measures at the end of December 2023 below for customers who rent a home from us.

Find out more about the Tenant Satisfaction Measures

Take a look at what the Measures mean for you and why they are being introduced.

Read our update

Health and safety

of our homes have a valid gas certificate

Performing similarly to the previous year

We are achieving our target

Our target: 100%

of fire risk assessments are up to date

Performing similarly to the previous year

We are almost achieving our target

Our target: 100%

of lift inspections are up to date

Performing similarly to the previous year

of legionella risk assessments are up to date

Performing similarly to the previous year

We are achieving our target

Our target: 100%

of annual asbestos re-inspections in communal areas are up to date

Performing similarly to the previous year

We are achieving our target

Our target: 100%

of our customers are satisfied that our home is safe to live in

Performing better than the previous year

We are achieving our target

Our target: 89%

Customer service

of our customers are satisfied with their overall experience

Performing similarly to the previous year

We are almost achieving our target

Our target: 86%

of our customers are satisfied we listen to their views and act on them

Performing similarly to the previous year

We are achieving our target

Our target: 76%

of our customers are satisfied with how we handle complaints

Performing worse than the previous year

We are not achieving our target

Our target: 65%

of our customers are satisfied we keep them informed on important updates

Performing similarly to the previous year

We are not achieving our target

Our target: 85%

of our customers agree we treat tenants fairly and with respect

Performing similarly to the previous year

We are almost achieving our target

Our target: 90%

of our stage one complaints were responded to within the target timescale

Performing worse than the previous year

We are not achieving our target

Our target: 94%

of our stage two complaints were responded to within the target timescale

Performing similarly to the previous year

We are achieving our target

Our target: 95%

Your neighbourhood

of our customers are satisfied we make a positive contribution to neighbourhoods

Performing worse than the previous year

We are not achieving our target

Our target: 83%

of our customers are satisfied with our approach to anti-social behaviour

Performing similarly to the previous year

We are achieving our target

69%

Repairs and maintenance

of our customers are satisfied with their repairs in the last 12 months

Performing similarly to the previous year

We are not achieving our target

Our target: 85%

of our customers are satisfied their home is well maintained

Performing similarly to the previous year

We are almost achieving our target

Our target: 86%

of our customers are satisfied with the time it took to complete their most recent repair

Performing worse than the previous year

We are not achieving our target

Our target: 78%

of our customers are satisfied that we keep communal areas clean and well maintained

Performing worse than the previous year

We are not achieving our target

Our target: 71%

Other ways to give your feedback

There are plenty of other ways you can give your feedback about the service you have received. Your feedback is used to help improve the way we do things for customers.

Get involved with our customer groups

View our opportunities

Photo of a LiveWest colleague on the phone.

Give a compliment, complaint or general feedback

Give your feedback

About our surveys and research

We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 2,300 customers a year about their overall satisfaction with our services, their home, their neighbourhood and that we listen to their views. We also ask a sample of customers who have recently experienced a service for their feedback – for example over 2,000 replies from customers about their last repair, over 650 regarding moving in to a home, over 670 responses about our complaints service, and over 4,300 responses about our customer service centre.