How we are acting on your feedback to improve how we deal with tenancy breaches.
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: The language we use when we are talking about possible breaches of tenancy focusses on ‘wrong-doing’, rather than support.
We did: Changed the language in our service-offer to reflect what support, making it much clearer that our first approach is to support and seek resolution rather than enforcement.
We will: Apply this for other areas of LiveWest’s Service Offer ahead of our launch in April 2025. We will make sure our Customer Communications Group review all relevant communications around breach of tenancy to ensure they are clear, plain English, and non-judgemental in tone.
You said, we did
You said: Customers faced multiple barriers around health, disability, and finance. Whilst not always obvious, these can lead to people feeling stigmatised.
We did: Continue working hard to understand our customers' needs by asking the right questions and are developing our approach for flexing services to meet these needs.
You said, we did
You said: It is important for housing colleagues to build relationships of trust with customers.
We did: In October 2024 we delivered colleague training, focussing on building of good relationships, support, and resolution. We will deliver another round of training prior to the launch of the new offer in April.
We have recently made changes to our housing management service so that our anti-social behaviour is dealt with by a specialist team freeing up our Housing Officers to focus on neighbourhoods and housing and building relationships with our customers.
You said, we did
You said: There is a gap between the customer’s experience and that of the organisation. Customers see ‘home’ where we sometimes see a ‘property’ or ‘asset’. We need to understand the emotional aspect of housing.
