Value for money and controls
We scrutinise all the financial decisions we make to ensure we give you greater value for money. Every year we compare our value for money with other housing organisations and publish the information in our accounts.
We’re governed by a Board who has responsibility for decisions on funding and investment and for ensuring we comply with rules and meet high standards of governance and customer service. Auditors also check what we’re doing by scrutinising our finances and processes.
We’re also regulated by the Regulator of Social Housing. The Regulator’s most recent assessment of Raven found us to be a well-run and financially sound organisation.
What we earn and spend
We’re committed to delivering an excellent experience for you, our customers, increasing opportunities to engage with us through a wide variety of contact channels. We are listening to you to understand your needs and priorities, and improving communication and feedback to demonstrate how this is influencing the decisions being made.
We introduced a customer support fund during the pandemic and we’ve kept it going because we know the cost-of-living crisis is hitting households hard. We’ve changed the criteria to ensure we can support customers worst affected. We’ve also continued to offer flexibility and support where customers struggle with rent and debts, increasing referrals to our Moneywise team and obtaining over £1.8 million in benefits for customers last year.
We continued work on our Healthy Homes programme, which addresses mould and condensation in our homes through a combination of physical improvements, information to residents, and the provision of sensor-based technology to alert residents of issues so they can take action. We identified over 800 homes with concerns and have completed work on nearly 600 of these since 2020.
We consulted customers and identified proposals for a list of improvements people would like to see to home standards. The most important items focus on affordability, particularly when people first move in. Where we can, we’re prioritising these into our standards going forward.