Providing Quality Sustainable Homes

Vision: Tenants living in warm, safe, high quality, sustainable homes in a place they are proud to live

Our tenants deserve an effective, efficient, and timely repairs and maintenance service.

To achieve this, we will use our data to drive efficiencies and improve service delivery and customer satisfaction.

We are committed to ensuring that our homes are of high quality, safe, well-maintained, and that they address local housing need. We will strive to enhance the energy efficiency of homes, decrease carbon emissions and reduce energy bills for our customers.

Objective 16: Provide an effective, efficient, and timely repairs and maintenance service to meet the needs of customers

To do this, we will:

Align the repairs and maintenance service to changes in legislation to maintain ongoing compliance and meet customer demand
Enhance data collection and usage to deliver targeted enhancements to improve service delivery and efficiency
Maximise the benefits of the new property related services contract while minimising disruption

Objective 17: Provide high quality, safe, well-maintained homes that meet local housing need

To do this, we will:

Broaden the approach to integrated asset management to gain a comprehensive understanding of homes
Enhance the data-driven approach to investing in existing homes to maximise efficiency
Align the investment programme to changes in legislation and regulation to maintain ongoing compliance and meet local customer need

Objective 18: Enhance the energy efficiency of homes to decrease carbon emissions and reduce energy bills for tenants

To do this, we will:

Ensure all homes meet targeted energy efficiency standards
Actively engage with partners to explore new funding opportunities to deliver additional energy efficiency upgrades

Performance

Average time taken (calendar days) to complete repairs

Percentage of tenants satisfied with repairs

Percentage of jobs to be completed at first visit

Percentage of tenants satisfied with planned works

Percentage of properties to have a valid landlord Gas Safety record

Percentage of properties to have a valid Electrical Safety check

Percentage of properties to have a valid Solid Fuel Safety Check

Percentage of assets to have a valid water hygiene check

Percentage of communal areas and shared spaces to have a valid Fire Risk Assessment

Percentage of properties to have a valid Lift Service

Percentage of non-domestic assets covered by current asbestos surveys

Percentage of properties with all safety checks

Average SAP score of all properties

Number of properties achieving SAP Band C

Percentage of homes achieving EPC Band C

Total Co2 emissions per property (tonnes)

Percentage of damp and mould cases closed within 33 working days

Time taken to carry out damp inspection

Time taken to carry out repairs following damp and mould inspection

Percentage of emergency repairs attended to within four hours and completed within one working day

Find out more about Plan A in the sections below

Background

Consistently Delivering Excellent Customer Experience and Digital Services

Excellent services that are consistent, reliable, innovative and influenced by customers

Contributing to a Sustainable Future

Environmentally sustainable communities for generations to come with customers thriving in low-energy homes

Supporting Balanced and Sustainable Communities

Sustainable and thriving communities that meet residents’ needs and nurture a sense of pride and belonging

Supporting Sustainable Tenancies

Empowered tenants living in comfortable and manageable homes in sustainable communities

Providing Quality Sustainable Homes

Tenants living in warm, safe, high quality, and sustainable homes in which they are proud to live

Building and Acquiring Sustainable Homes

Additional high quality, sustainable homes, which meet the needs of customers, in balanced communities

Maintaining Strong Finances

Financially strong and resilient, investing in the future of social housing for our customers and their communities

Maximising the Talent and Contribution of our People

A professional, engaged and empowered workforce, working together to deliver excellent services

Plan A Priorities

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.