10 Nov 2025

National Involvement Week highlights power of tenant feedback through InsightXchange

As TPAS National Involvement Week 2025 draws to a close, we’re highlighting the power of tenant voices and their role in shaping the services that matter most through InsightXchange—our scrutiny platform that turns feedback into meaningful change.

Since its launch, the InsightXchange has completed five in-depth scrutiny reviews across key service areas: Repairs and Maintenance, Anti-Social Behaviour, Equality, Diversity and Inclusion, Damp and Mould, and Financial Inclusion Services. These reviews have driven 20 service improvements, demonstrating the transformative impact of tenant voices and involvement on the services that matter most.

Our latest scrutiny review, led by Joanne Burnip (Financial Inclusion Manager) focused on how the cost-of-living crisis is impacting tenants, and whether our support offer meets their needs. The interactive sessions sparked meaningful conversations and provided valuable insights into the diverse circumstances faced by our tenants.

Tenant insights have shaped key improvements to our money support services, including tailored budgeting and coaching, clearer adviser roles under the new ‘Money Support’ title, and a stronger community presence through partnerships.

Alan Black, our tenant, said: “As the longest-serving member of InsightXchange, I get involved in scrutinising how my social landlord does things and have made a real difference to the services, procedures, and policies they provide. The cost-of-living review was a great example of that. Our input helped improve clarity, increase support, and make services more accessible to those who need them most."

Paul Stephens, Chair of the InsightXchange and Board member, said: “The InsightXchange are a valued and committed group of tenants who bring meaningful feedback to the work we do. The Board holds the InsightXchange in the highest regard, recognising it as a trusted and invaluable resource. I would encourage any tenant with time to spare to consider joining and making a real difference.”

We have many opportunities for you to get involved and engaged in influencing and improving our services. Find out more here.

Pictured: left to right: Paul Stephens (Chair of InsightXchange and Board Member), Craig Sams (Money Support Adviser), Mark Appleby (Tenant), Amy Wilson (Customer Insight Analyst), Joanne Burnip (Financial Inclusion Manager) Elisha Ornsby (Customer Voice Adviser), Sheila Appleton (Tenant), Louise Greaves (Money Support Adviser), Alan Black (Tenant), Hallie Smith (Housing Apprentice) Kevin Finnon (Tenant) and Gillian Chapman (Money Support Adviser).

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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.