Ways We Listened to and Acted on Your Voice

We use information from satisfaction surveys, data on how services are used and feedback from our InsightXchange and tenant network sessions to make service improvements that make a real difference. Here is some examples of service improvements your voice has helped us to make.

Communal cleaning survey

We Listened 

You asked us for assurance that cleaning of communal areas in our communal buildings has been completed against the specification of works.

We Acted

We’ve introduced a new audit system to carry out regular inspections of the quality of cleaning in our communal buildings. These spot checks are logged and reviewed to ensure that quality standards are consistently being met by the contractor.

My Livin App

We Listened

You told us it can be difficult to understand what the symbols mean in the My Livin app display, and it would be beneficial to see any upcoming appointments and outstanding surveys in the app.

We Acted

We’re redesigning the My Livin app to include text headings alongside symbols to allow customers to navigate the My Livin app more easily. We’re also implementing My Visits and My Surveys functionality in the app to allow customers to manage their tenancy independently from the My Livin app.

Damp and Mould

We Listened

You told us that communication around damp and mould repairs was often unclear on what to expect, and that you would like better support and information to help manage damp in your home.

We Acted

We’ve created new educational resources to help you better understand damp and mould, including what causes it, how it’s treated and what to expect during remedial works. These resources have been developed alongside our InsightXchange to ensure they meet customer expectations. These are also available on our website for customers to access anytime.

Want to get involved?

There are a number of ways you can get involved to help us to improve services to our tenants. All of our opportunities are voluntary and you can get involved as much, or as little, as you would like.

Get involved

Our Head of Property Services with a tenant from our InsightXchange