How we are acting on your feedback about how we communicate with our shared owners.
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: you wanted more information and clarity around when permission is required for alterations in your home.
We did: we held focussed discussions within the Shared Ownership Virtual Panel (SOVP) meetings to look at the content of the Homeowner alterations and improvement policy, recognising that the policy for our tenants didn’t suit the requirements of our homeowners. We agreed there should be three sections:
Where you don’t need permission – but should you want written permission, LiveWest will give permission quickly.
Where we will consider permission.
Where we will likely refuse permission.
We also agreed there will be clarity over what type of works will require a surveyor’s input. The policy has recently been approved following customer feedback and will be live soon, including an online form as suggested by shared owners and revised template letters.
You said, we did
You said: there wasn’t enough information provided to potential shared owners explaining the process and support available to them.
We did: we worked with the Shared Ownership Virtual Panel (SOVP) to produce two leaflets:
‘Questions to ask your solicitor’: We learned that shared owners felt only the transaction at hand was dealt and some wished they knew more about shared ownership. We have designed a leaflet provided at reservation stage so prospective shared owners feel empowered to ask their solicitor and LiveWest any questions before they become a shared owner.
‘Moving Home - Need to knows’: We have also created a ‘need to know’ factsheet based on shared owners’ queries and concerns. This will feed into our upcoming handbook for shared owners.
You said, we did
You said: General needs customers receive a handbook when they move into a LiveWest property with information which they will find useful to support them in having a successful tenancy. There should be something similar for shared owners.
We did: We worked with our Shared Ownership Virtual Panel to create a shared ownership handbook.
The group suggested ideas of what to include, gave feedback on the wording and how the handbook looked, and we shared the final draft at their recent meeting, which was positively received.
You said: shared Owners wanted clear information to support the process of buying a shared owner property.
We did: we worked with the Shared Ownership Virtual Panel to produce two leaflets: ‘Moving Home – Questions to ask your solicitor’ and ‘Moving Home – Need to knows’.
