What do you say about us?
At Raven we listen to understand what has worked well for you, and where we fall short, so that we can continuously improve our services and processes.
83% overall customer satisfaction
We compare our performance with lots of other housing associations, and this is slightly below the average of 84%. The areas you tell us you’d like to see improvements are repairs and communication, we’re improving both of these with new processes and giving you more control and access to information through ‘MyRaven’ .
How you feel about Raven is important to us, so we ask some extra questions in our monthly customer surveys:
79% of you think we’re easy to deal with
74% of you feel we listen and act upon your views
75% of you trust us to do what is right
We’d like these figures to be higher and we’re listening to your feedback to drive improvements. Look out for the #WeHearYou hashtag to see examples of what we’re doing.
77% overall satisfaction with repairs
This is about average compared with other housing associations.
Over the last year we’ve listened to your feedback and improved how we manage your repairs. We’ve updated our contact system, improving the way we log your follow-on work. We’re also improving the way you can manage your repairs online, so you can now report, book and track repairs using your MyRaven account, putting you in control 24/7.
What you say we do well:
Where you feel we need to improve:
Learning from your complaints
While we do our best to get things right first time, we’re not perfect and don’t always succeed. Sometimes things go wrong, and when they do, we want to know. Learning from complaints enables us to make improvements.
83 formal complaints were recorded
67% were upheld – meaning when we investigated it was evident that we hadn’t got things right for the customer and the complaint was valid.
33% were not upheld. This means during the investigation it was clear Raven had delivered all we should have.
During the 12 months of this report, 7 complaints went to the Housing Ombudsman Service. In all 7 cases the Ombudsman found we had dealt with the complaints appropriately.
The Housing Ombudsman is appointed by the Secretary of State for Housing, Communities and Local Government, the service looks into complaints and helps resolve disputes with tenants, leaseholders and housing associations.
Acting on your concerns
We’ve listened to your feedback and made improvements where we could have done better. Some examples include: