Listening to you and making improvements
We want to make sure that we hear your voice and put your priorities at the heart of decision making. Last year we introduced a new customer charter, setting out commitments and standards and we overhauled the ways you can get involved and tell us what you think.
We launched the new Customer Voice Panel in January 2022. The panel represents lots of different customer groups, including tenants, leaseholders and shared owners. The group is diverse representing customers with different needs and experiences.
On your behalf, the panel supports Raven to improve services and holds us accountable for our decisions and performance. It does this by reviewing how satisfied you are with services, listening to feedback on issues that matter to you, and triggering further investigation into service areas where concerns are highlighted. One of the first areas they concentrated on was looking into complaints and drawing out themes and lessons learned.
The panel also regularly reviews how we handle complaints and monitors the lessons learned. The panel meets with Raven’s Board, and provides regular updates to other customers, through our Raven website, on what they’ve been doing.
Quote from Customer Voice Panel member.