Each year we review our customer experience satisfaction with the Institute of Customer Service.
Listening to our customers is essential to improving the services we provide. Each year, we work with the Institute of Customer Service (ICS) to understand how our customers experience our services and where we can do better. The ICS is the UK’s independent professional body for customer service, providing a nationally recognised benchmark that allows us to measure our performance against a wide range of organisations in the public services landscape, including other housing associations.
What is the ICS survey?
The ICS survey asks customers about their recent experiences with LiveWest, covering a wide range of areas including;
Overall satisfaction and likelihood to recommend (NPS).
How easy it is to deal with LiveWest.
Right first-time resolution.
Trust, reputation, ethics and emotional connection.
How they use different service channels and how satisfied they are with them.
How effectively problems and complaints are handled.
Who took part?
In November 2025, nearly 1000 customers took part in the survey. This is a high enough number for us to be sure that the results reflect customer experiences across our services.
How did we do overall?
Our overall customer satisfaction score improved in 2025, reaching its highest level since 2021. This is encouraging and shows that progress is being made. When compared with other housing associations, our overall performance is above the housing sector average, although it remains slightly below the UK all sector benchmark.
How customers rated us in different areas
Customers rated their experiences with LiveWest across several key areas:
Overall, we performed well across several areas and scored above other housing associations in most categories. Problem handling remains our lowest scoring area, and this continues to be a key focus for improvement.
What the feedback is telling us
The survey shows that satisfaction is strongly influenced by how quickly and smoothly issues are resolved, rather than by problems occurring in the first place.
Around 28% of customers experienced a problem, slightly fewer than last year.
When issues were resolved first time, satisfaction was very high.
Satisfaction was lower where resolution took longer or required multiple contacts, with customers contacting us an average of 4.2 times.
Customers highlighted delays, repeat visits and a lack of timely updates as the main sources of frustration. Repairs remain a key area for improvement, although, encouragingly, the proportion of repair related complaints has reduced compared to last year.
Where we are doing well
While making progress is crucial, it is also important to recognise what is working well for us. Many customers rated our colleagues highly around measures on helpfulness and competence.
What we are doing in response
Your feedback is helping to shape our priorities for improvement. Our focus is on
Getting things right first time.
Reducing delays and repeat visits.
Improving communication, keeping customers informed and updated throughout their journey.
Making and keeping promises, including clearer appointment times and follow ups.
These areas reflect what matters most to customers and has the greatest impact on trust and satisfaction.
Thank you for your feedback
Every year, your feedback helps us understand what matters most and where we need to focus our efforts. While there is more to do, this insight is helping us make meaningful improvements to our services.
