How we are acting on your suggestions to improve our communications.
You said, we did
This label is used for suggestions from our customers which we have implemented.
You said, we are
This label is used for suggestions from our customers that we are in the process of implementing.
You said, we will
This label is used for suggestions from our customers that we are planning to implement soon.
How this page works
We are listening to your suggestions and acting on your feedback to improve our services.
We are at different stages of implementing the changes suggested by you, so we have labelled each action we are taking as either 'we did', 'we are' or 'we will', allowing you to follow our progress.
You said, we are
You said: that not all of our colleagues update their voicemail or out of office when you are trying to contact them directly.
We are: working with our colleagues to ensure that they keep voicemails and out of office responses up to date. We are also asking colleagues to make sure that customers are made aware of who else they can contact when the colleague is not working.
You said, we are
You said: you aren’t aware of our self-help videos that can help you resolve some issues.
We are: Promoting the videos through newsletters, social media and our website. We are also reviewing the videos with customers to make sure that they are useful.
You said, we are
You said: that we aren’t very clear about what is classed as an emergency repair.
We are: improving information on what is classed as an emergency repair.
You said, we are
You said: use different communication methods to keep customers up to date about what is happening in their neighbourhood.
We are: reviewing the content of our ‘Connecting with you’ newsletter and looking at how we can direct stories to local neighbourhoods.
You said, we will
You said: that you want less text and more video content on our Get Involved webpage.
We will: create and share more videos about getting involved at LiveWest.
You said, we are
You said: investigate the wait times for calls to be answered to understand the reasons behind wait times and look at what can be done to improve them.
We are: currently reviewing our call wait times, the volume of demand from customers, and the reasons for calls. With this information we will be able to create an action plan to improve wait time, where required.
You said, we are
You said: Further educate customers by putting articles on Facebook, the website, and in the ‘Connecting with you’ newsletter, explaining what the out-of-hours service is for.
We are: We do currently have a page on our website about the out-of-hours service, but we will look to increase the information we share about this, and publish it more widely.
You said, we will
You said: LiveWest should explore the benefits of the customer contact centre opening for longer, and repairs being carried out until later in the day and on weekends.
We will: This will be reviewed as part of our operating model, with the most likely timescale for any pilots being during 2024.
You said, we are
You said: include a tick box on the report a repair webform to choose either morning, afternoon or a school pick-up appointment time.
We are: looking to add this to the repair reporting form on our customer portal. Customers will be able to select and amend repair appointments.
