How we are acting on your feedback to improve our approach to empty homes.
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 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.
You said, we are
You said: Ensure that all data collected during the empty home process, such as meter numbers and heating system information, is accurately recorded.
We did: Currently, empty home data is available across multiple internal systems. A project is underway to consolidate this data into a single system, Cx Assets, by June 2025.
You said, we are
You said: Invest in further training and development of empty home multi-skilled operatives, particularly in electrical works, to create efficiencies.
We did: We are exploring the possibility of scheduling multi-skilled technicians and electricians together for empty home projects.
You said, we did
You said: Empty Homes teams and Housing Officers need better communication about upcoming empty home work to ensure potential tenants are informed.
We did: The existing joint inspection process when a home becomes empty, the storage of key documents and information, and weekly catch ups between key colleagues across teams in Property Services and Neighbourhoods will be re-communicated to ensure understanding.
You said, we did
You said: Have a defined policy on gifting and disposal of items left in the property to ensure consistency across all areas (Decision on bigger roll-out of leaving carpets across all areas needed).
We did: There is already a LiveWest Gifting Procedure for Non-Standard Items (June 2023). Decision confirmed following successful pilot in Cornwall that floor coverings and carpets to be left for incoming customer (where reasonably practicable) across all regions.
You said, we did
You said: Ensure that at least 10% of all ready to let properties are inspected to ensure consistency in meeting the standard, and identify where team members need further training, if necessary.
We did: We have introduced a target for teams to post-inspect a minimum of 80% of ready-to-let properties.
You said, we did
You said: Develop a policy across all areas for the final cleaning of empty homes prior to handing over for re-let.
We did: An empty homes cleaning specification has been used to retender the cleaning contracts and has recently been rolled out.
You said, we did
You said: Ensure all external contractors follow the same guidelines as LiveWest staff whilst visiting customer homes.
We did: To ensure all contractors are on the same page, we will distribute copies of the “Doorstep Challenge/Way We Work” document to each one.
