Service standards

We are committed to providing a high standard of customer service every time you contact us. Our customer service standards detail our range of services and also the standards you can expect to receive from LiveWest.


Customer service standards

General customer service standards
Contacting us

you can contact us by telephone, email, post or via our website.

you can reach our Customer Service Centre for emergency calls anytime outside normal working hours. This may include emergency repairs or serious antisocial behaviour

when you call us we will aim to answer your call within 180 seconds if we are not able to do this we will offer to call you back. If you leave us a call back request we will call you back within one working day

anyone from LiveWest who you talk to over the phone will give you their name and

anyone, you meet from LiveWest will show you their ID badge in person at all times 

we will agree on an appointment with you for a repair, a home visit or to meet a member of staff at a mutually agreed time. We will keep you informed when appointments are made or changed

if we have to cancel and rearrange an appointment we will aim to give you 24 hours' notice

if you text, email or write to us we will contact you, by the same time on the next working day. If the reply is not a full response, we will respond in full within 10 working days. We will keep you informed on progress. 

Day to day repairs

We aim to complete repairs on the first visit

we will arrange a follow up appointment before we leave your home

we will telephone you prior to travelling to your home to carry out a repair  

we will aim to ensure that defects to new homes are repaired promptly by the developer.   

Download our full customer service standards here

If you have any questions about our service standards please contact your neighbourhood manager. Click here to find out who your neighbourhood manager is.