Making A Complaint

We always try to provide you with an excellent service but recognise that sometimes things can go wrong. We regard your comments as an opportunity to look at if our services are meeting your needs or not.

We encourage you to contact us directly in the first instance if you experience any issues with a service we have provided. This allows us to fully investigate your concerns through our free complaints process and resolve matters promptly. By coming to us first, you can avoid unnecessary delays and legal costs, making sure your concerns are addressed quickly and fairly.

Making a complaint

Don’t be afraid to tell us what you think we are doing wrong. Your right to services will not be affected if you make a complaint.

If it's the first time you are contacting us we will always aim to fix your problem in the first instance but if you are still unhappy with the service you have received from us then we want to know so that we can make changes and stop these problems from happening again.

Make a complaint Report anti-social behaviour

Our policy

We are committed to ensuring that the process for customer feedback is clear, simple and accessible.

Complaints, Compliments and Feedback Policy

Anti-social behaviour

If you are experiencing anti-social behaviour or wish to report an incident that has occurred, we can help. However, if your complaint is in relation to how we have handled your anti-social behaviour case we can investigate this as a formal complaint.

Report anti-social behaviour

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.