Over 1,500 'knowing our customers' visits complete

Published: 20 January 2025

Getting to know our customers and understanding your needs is really important to us.

Over the last 12 months, our neighbourhood management officers have been busy making appointments with you so that we can get to know each other better. We are delighted to let you know that we have carried out 1,500 visits so far! Thanks to everyone for taking time out of your day to chat to us. 

These visits provide an invaluable opportunity for us to discuss any issues you may have in your home or community, as well as offering you support if you need it. During the visit we will check to see if any repairs need doing and confirm your contact details, to ensure we have the most up-to-date information about you, your household and your current needs. 

How we support you during these visits 

• Identify repairs and book them in whilst we are at your home. 

• Refer you to support services that we offer, as well as other local organisations. 

• Speak to you about ASB and safeguarding concerns and provide support. 

• Update your details on our system. This will help provide a better tailored service to you. 

• Invite you to sign up to our e-newsletters and involvement opportunities.  

How we are shaping our services following the visits 

So far, we have found: 

54% of tenants are living with a disability

We will continue to offer services which help our customers feel safe and comfortable in their homes and community. We will also evaluate our budget for adaptations and build homes that meet the needs of customers with disabilities. 

Telephone is the preferred method of contact for 66% of customers

Our new customer service team has been specially trained to improve your customer experience and solve your queries at first contact. This will hopefully reduce the need for customers to call us more than once to have their query resolved.  

34% prefer to contact us in other ways

We are continuing to improve digital ways for customers to contact us and have recently added an SLH WhatsApp channel into the mix. Take a look at all the ways in which you can contact us. We have also recently refurbished our reception area for those who prefer to speak to us in person. We have extended our opening hours to 9am – 4.30pm Monday to Friday, so please pop by to chat to us. 

We have identified areas that are hotspots for antisocial behaviour

We will use this information to carry out targeted campaigns and projects across our neighbourhoods this year, to help us tackle anti-social behaviour together. 

Street lighting and fly tipping are the most common environmental concerns

This highlights the importance of continuing our monthly neighbourhood inspections as well as ensuring we deliver on our neighbourhood management policy so that our communities are attractive and safe places to live. We will continue to work with Liverpool City Council so that we can work together on issues 

We need your help

Whilst we have made great progress, we’ve had a high number of missed appointments, 1,150 so far, even though we let people know we are coming. The visits are just as beneficial to you as they are to us. They give you a chance to raise concerns and ensure that you are receiving services that will benefit you and your family.  

If we arrange a visit with you, please try to keep to the appointment. We know that sometimes this isn’t always possible, so if you need to rearrange just let us know ahead of the date and we can arrange another convenient time with you. 

If you feel you would benefit from one if these visits soon, please get in touch with us on 0330 303 3000 or email info@southliverpoolhomes.co.uk and we will arrange a visit over the next month. We will also aim to book visits in at the same time as repair appointments, saving you time as we will already be at your home to carry out the repair. 

Thanks for your ongoing support with this project. It’s been a great opportunity to build relationships with tenants we do not hear from on a regular basis, just to let you know we are here to help. We look forward to meeting more of you in the weeks and months ahead!