'Live well with LiveWire'

In this section you can find information relating to LiveWire's strategies, policies and customer charter.

Customer Care Strategy

View LiveWire's Customer Care Strategy


Safeguarding Policy

 View LiveWire's Safeguarding Policy






  • Are welcoming, helpful and customer focused at all times
  • Are recognisable by virtue of uniform and name badge
  • Engage and listen to customer comments and suggestions
  • Respect confidentiality of all our staff, customers and other stakeholders
  • Investigate and respond to complaints effectively and in a timely manner
  • Are empowered to make excellent customer service decisions



  • Provide facilities that are accessible to all, clean, safe and well maintained
  • Work with partners to develop delivery models that utilise our estate
  • Aim to exceed customer expectations through programming and service delivery
  • Ensure our information provided at site is accessible, accurate and easy to understand



  • Notify our customers as soon as possible of any changes to our programmes or services offered
  • Communicate effectively with our customers via the effective utilisation of a range of communication channels
  • Provide a telephony solution that aims to answer your call promptly and resolves your enquiry at the first attempt
  • Where feasible, apply pricing tools that encourages participation and supports our customers in improving their health and wellbeing 

Issued: May 2019