We ran a customer satisfaction survey in October and November 2020 using Customer Plus, an independent survey specialist. 571 customers that took part in the survey and had their say. The feedback has helped us understand what is important to you and what we can do to further improve our services.
The results from the survey show that 86% of our customers are satisfied with the services Living Plus provides, including over half that are very satisfied. On the other end of the scale, 4% of customers are dissatisfied. We will be making improvements throughout the year to make sure customers are satisfied with the service we aim to provide.
Read the Customer Satisfaction Survey Summary
Here are the things customers told us we need to focus on in order of priority.
Our Retirement Living customers said:
Our Support Services customers said:
This feedback will play a big role in helping to further improve our services. By understanding where we need to improve, we can help really focus on these areas so that we can make a lasting difference and shape a better future for Living Plus.
We have created an action plan for the areas you feel further improvements can be made. We have identified four key areas we really need to focus on to make a difference:
1. Improve customers’ homes
2. Listen to our customers’ voices and improve our communications to customers
3. Tailor support to help customers with health and wellbeing, finances, and digital technology
4. Safety and security of customers’ homes
We will continue to keep you up to date on this page as we progress through the action plan and make further improvements to our services.
We are passionate about putting people first and involving our customers at every opportunity. We invite customers to join our new national and local customer panels to represent customer views and help us to improve our services to you.More ways to get involved