Providing Quality Sustainable Homes

We aim to ensure our tenants are living in warm, safe, high quality, sustainable homes in a place they are proud to live.

Here’s how we are doing...

Performance measures

Tenant Satisfaction Measures

Key stats

Local offer

We are committed to providing you with safe, warm, high-quality and
energy-efficient homes. To meet this commitment, 202 homes have
received energy efficiency improvements during 2025/26.

Providing Quality Sustainable Homes – The year in review

Our repairs service remained busy throughout 2025/26, with over 30,000 routine repairs completed in your homes. We delivered 90% of these on time. We also responded to more than 4,600 emergency repairs, with 96% attended within four hours, helping us keep your home safe when it mattered most.

Following the introduction of Awaab’s Law, we acted quickly to meet new safety requirements. We carried out 207 investigations, all within the government’s ten working day target, and completed safety work in 125 homes within five working days. We also responded to 1,142 emergency repairs linked to Awaab’s Law, with almost all completed within 24 hours.

Safety checks remain a priority to make sure you are safe in your home. At the end of the year, all homes had a valid gas safety check, and 99.75% had received all required safety checks, including electrical and lift inspections. We also completed all fire safety inspections in our blocks ahead of schedule, so any issues could be identified and resolved quickly.

This year, we completed a full procurement process for our new repairs and maintenance contract, which will cover the next 10 years. Following a competitive process, Mears was selected for best overall service and value. We are pleased to continue working together, with around £20 million of repairs and improvements planned each year.

To help us plan ahead, we also carried out more than 4,600 home condition surveys. These give us valuable insight into your home and will shape our investment plans over the next 30 years, helping us maintain high standards and carry out work at the right time. Thank you to everyone who gave us access to their home.

We listened, we acted

We listened (Planned works survey and focus group)
You told us you needed clearer information about planned and energy efficiency works, including what to expect, available support, and more flexible appointments.

We acted
We created simple infographics to explain the process, improved communication about support and appointment options, and now offer home visits and demonstrations so you feel confident with new fittings.

We listened, we acted

We listened (Targeted survey to understand dissatisfaction with repairs)
You told us that communication, repairs quality and the overall experience were key issues.

We acted
We introduced targeted quality checks, including follow-up calls for higher risk-repairs. We also introduced a two-week check-in after you move in, so we can resolve issues early. This has helped improve satisfaction.

Positive Feedback

It’s not just about improving; it’s about celebrating what works well too. Here’s some of your positive feedback:

Have you read our summarised policies?

We have summarised our customer policies to make them accessible and easy to read.

Summarised Customer Policies

Consistently Delivering Excellent Customer Experience and Digital Services

Supporting Balanced and Sustainable Communities

Supporting Sustainable Tenancies

Providing Quality Sustainable Homes

Building and Acquiring Sustainable Homes

Maximising the Talent and Contribution of our People

Maintaining Strong Finances

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.