Complaints and Feedback in 2024/25

We know sometimes things go wrong and when they do, we aim to put them right as quickly as possible and learn from our mistakes so we can do better in the future.

Here’s how we are doing…

Performance Measures

92.59% Satisfaction with the way complaints were handled (target 92%) - upper quartile

97.83% Of formal complaints responded to within agreed timescales (target 100%)

Tenant Satisfaction Measures

55.43% Satisfaction with the landlord's approach to handling of complaints (TP09) (target 48%)

16.55 Stage 1 complaints received per 1,000 units (CH01)

2.46 Stage 2 complaints received per 1,000 units (CH01)

97.29% Stage 1 complaints responded to in target time (CH02) (target 100%)

100% Stage 2 complaints responded to in target time (CH02) (target 100%)

Key stats

17 Service improvements identified from complaints (examples throughout this report)

The year in review…

Over the past year, we have been working hard to make our services more reliable and easier for you to access. We have updated the information we share with you about how to use our services and what you can expect. We know that not everyone is confident using digital tools, so we launched Livin Life Online—to provide support to tenants who want to build their skills and feel more comfortable accessing services online. We also improved the accessibility tools on both our website and the My Livin app, making it easier for more people to use our digital services.

Complaints and Feedback

We received more complaints this year than last. We expected this rise as we made changes to our complaints policy and trained all employees and contractors on the importance of collecting your views. We also gave tenants updated information on how to make a complaint.
We welcome every complaint because it helps us learn and improve. Following the Regulator’s inspection last November, the
judgement report said: A big step forward was the launch of our new and improved customer app. It lets you track your repair and stay updated with what’s happening. This coming year we will be improving how appointments are shown in the app across all services. This will be more convenient for customers and reduce the number of visits where we do not get access to homes for important services such as gas servicing, home surveys and tenancy visits.

We’re proud to share that we achieved top quartile performance in the sector in the Tenant Satisfaction Measures survey, with 91% overall satisfaction. These results could not be achieved without the valuable feedback you give us about our services – thank you.

We’ve also published our 2024/25 Complaints Performance and Service Improvement Report, which includes evidence of full compliance with the Housing Ombudsman’s Complaint Handling Code. If you would like more information about how to make a complaint
or would like copies of any of the visit our website at www.livin.co.uk/customer-feedback-and-complaints, or telephone us on 0800 587 4538.

“Livin has evidenced that when tenant complaints are received, it considers them and makes service improvements in response. Livin’s board considers updates on the nature of complaints received and ensures that an approach is in place to ensure learning from complaints.”

Housing Ombudsman Service

You can contact the Housing Ombudsman at any stage of the complaints process for advice and guidance. You can contact them in the following ways:

Email: info@housing-ombudsman.org.uk
Telephone: 0300 111 3000
Write: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

We listened, we acted

We Listened (Complaints)
Cleaning of Communal Areas

Following the introduction of the cleaning service to communal areas, you told us that the quality of cleaning in communal areas wasn’t meeting expectations and below the quality standards expected from the new contractor.

We acted

We introduced an audit process to monitor cleaning standards more closely. This ensures the full scope of the contract is met and highlights any areas where we aren’t meeting target. This has led to a drop in complaints and a cleaner communal environment for customers.

We listened, we acted

We listened

You told us that when completing a complex repair, we would complete part of the repair but not keep you updated about when the next trade was visiting to complete the work. This often meant that you had to contact us to remind us that there was outstanding work due.

We acted

We have introduced reminders to our systems which alerts us to contact the customer to keep them updated on next steps regarding their complex repair. We also introduced a new section to the My Livin app, which allows you to track repair progress, so you stay informed
without needing to get in touch.

Back

How do I apply for a Livin home or bungalow?

We advertise all of our available homes on our Find A Home page, simply visit this page for more information.

Before you can place a bid on one of our homes, you must first have an active account with the relevant Choice Based Lettings Scheme. Almost all our homes are located in County Durham and therefore are allocated through the Durham Key Options scheme. Durham Key Options (DKO) is a partnership between Durham County Council and landlords across County Durham.

We have a small number of homes which are located outside Durham, these are all advertised through Tees Valley HomeFinder, Hartlepool HomeSearch and Darlington HomeSearch; They are similar to Durham Key Options but we do not process applications registered for these schemes. If you wish to register an application for homes advertised in this area, please apply directly.

Once your application is approved, you will then be able to bid on homes that meet your needs. You can access the application form directly by visiting the relevant Choice Based Lettings system.

How long will it take for my application to be processed?

We aim to start processing your application within 10 working days. If we require any further information after this point, we will contact you to ask for this. Once we have received all the required information we will notify you of our decision within 20 days, and if accepted we will activate your account. You can also check your application status online by logging into the DKO portal.

How can I get involved with Livin and help to shape services?

To find out more about the different ways you can get involved, please visit our getting involved section.

Can I apply to buy my home under Right to Buy?

Tenants who have been with Livin since before the transfer from Sedgefield Council in 2009 may have the “Preserved Right to Buy” their property. Full details of the scheme are available on the Government Right to Buy website. If you are thinking of applying, please contact us.

Can I apply to buy my home under Right to Acquire?

If you have been a tenant for 3 or more years you may have the right to buy your property under the Right to Acquire scheme. Full details of the scheme are available on the Government Right to Acquire website. If you are thinking of applying, please contact us.