How we are acting on your feedback to improve our repairs service.
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 did
You said: Offer more options for repair appointments. Currently the portal only allows an all day slot which can be inconvenient.
We did: The portal will offer a new drop down menu for choosing preferred repair times. Residents can now select morning, afternoon or school pickup times to better suit their schedules.
You said, we did
You said: Enhance first-time repairs and efficiency by expanding the Remote Diagnostics team (where customers are advised on issues easily through a remote service before organising a repair appointment, if still needed).
We did: The regional building surveyors have begun a pilot program using remote diagnostics to address damp and mould issues. We will monitor the success and review to see if this requires further resources.
You said, we did
You said: Improve customer awareness by promoting the “how we work” section in the repairs service. This will help residents know what to expect when a technician visits their home.
We did: This information will be shared on the LiveWest website so residents can easily access it and will make it available in different formats on request to cater to diverse needs.
You said, we did
You said: Explore a system that reminds operatives to explain next steps, timelines, and even allows for the booking of any follow up appointments for a smoother customer experience.
We did: The follow up process involves operatives calling planners for appointment scheduling, where planners will contact the customer directly to arrange an agreed follow up appointment. We will remind planners and operatives of this process through internal communication
You said, we did
You said: Explore sending customers a survey to gather instant feedback after an operative has finished a job.
We did: We are considering a product which allows the customers to track the operatives journey much like Uber, where they will be able to send immediate feedback on the service they received.
You said, we did
You said: Ensure all external contractors follow the same standards and tone of voice as LiveWest in their communication.
We did: Using our existing property services and asset delivery frameworks for long-term contractors, we’ll develop a communication plan to ensure consistent guidelines for all contractors visiting customer homes.
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.
