Ways We Listened to and Acted on Your Complaints

Listening to your feedback and learning from your complaints has resulted in the following improvements to our services.

Roofing repairs

We listened

We received a high number of roofing-related complaints, which highlighted an opportunity to improve our customer experience and the repair service we deliver in partnership with our subcontractors.

We acted

We met with our roofing subcontractors to understand how we could improve the customer experience of roofing repairs. As well as their own internal improvements, we identified further opportunities for improvement with our Roofing Escalation Process and diagnosis at the first point of contact. We have made improvements to the diagnosis process for roofing leaks at the first point of contact, through our Customer Services and app. We also brought in an additional subcontractor to reduce delays during peak demand, such as following storms.

Operatives standing on a scaffold chatting

Cleaning of communal areas

We listened

Following the introduction of our new cleaning service for communal areas, your feedback told us that residents found the quality of the cleaning below the standard we expected from our contractor.

We acted

We introduced and updated an audit process to make sure it reflected the full scope of the cleaning contract and highlighted any areas not meeting the target. This improvement has reduced the overall number of complaints relating to cleaning quality.

People chatting in one of our communal buildings

Reporting defects in new build properties

We listened

Your feedback identified that we had unintentionally provided incorrect advice on tenant responsibility for specific defects in new build homes.

We acted

We conducted a training session on reporting repairs in homes built in the last 12 months, including identifying what is ours and what is your responsibility. This was led by our Development team and delivered to our Customer Service team to allow us to accurately inform you of the correct process for reporting repairs with new homes.

Street view of our Elizabeth Gardens bungalows

Give us your feedback

We encourage you to share your views about the services we provide. We use these to make positive changes.

Give feedback

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.