02 | Trust
We earn your trust by being open and accountable. We spend the money you pay us in rent wisely and we plan ahead for the future with you in mind each step of the way.
"I have always trusted Raven because when I have issues, I call them and they always help."
Mrs P from Redhill
Value for money and controls
We’re committed to delivering the best possible value for money, and we carefully review every financial decision we make. Each year, we compare how we’re doing with other housing associations and publish this information in our annual accounts.
Our governance is overseen by our Board, who is responsible for funding and investment decisions, as well as ensuring we’re meeting the strict regulations set out by The Regulator of Social Housing. In addition to this, independent auditors review our financial activities and processes to ensure transparency and accountability.
What we earn and spend
We carefully balance our income and spending to make sure we’re giving you the best service we can, and can provide additional support for those who need it. We listen to your feedback and make changes and improvements where we need to. For example, we launched our new look website and we added booking and managing repairs to our MyRaven customer portal to make sorting repairs easier for you. We also provide additional free support services for customers including Moneywise, employment support, customer support fund and our community engagement activities such as events and our Brighter Community Fund.
Looking after your home
"They are always on time to check repairs and they understand you. They don't give you trouble, it's the most peaceful place I have ever lived. If I talk to them, they listen to me and when they come, they are polite."
Ms G living in sheltered housing in Tadworth
We want you to live in a high-quality, safe and comfortable home. That’s why we’re committed to providing you with an excellent repairs service.
In 2022/23 our repairs team completed 13,953 repairs and 90% of customers were satisfied with their most recent repair.
We spent:
£1,156 per property on repairs and getting empty homes ready for people to move in to.
£5,247 (on average) to manage and maintain each property.
£714 (on average) per job on responsive and major repairs, including staff costs.
£9.3m on investing in major works like replacing roofs and new kitchens and bathrooms.
Keeping you safe
As your landlord, the most important thing to us is that we keep you and your home safe. That’s why we carry out annual gas safety checks and servicing on gas boilers, all properties have electrical safety certificates and all the communal areas in blocks of flats have Legionella risk assessments. Our neighbourhood wardens carry out regular fire risk assessments and inspections to keep you safe.
In 2022/23 we spent £1.4 million on essential checks like gas and electrical safety, lift maintenance, water and asbestos tests.
At the end of March 2023
of communal areas had valid fire risk assessments
of homes had valid electrical safety certificates*
of passenger lift inspections were complete
of homes had valid gas safety certificates*
of communal areas had valid Legionella risk assessments*
asbestos risk assessments were completed for communal areas
*Unfortunately due to issues getting access to some properties these areas are not 100%. We appreciate your support to allow our colleagues and contractors into your home to carry out these important safety checks.
*We measure ourselves to a two year inspection regime, which adheres to best practice guidelines. All communal areas have a risk assessment, with the remaining areas being reassessed by end of October 2023.
Anti-social behaviour
We also help to keep you safe by working with the police and other local authorities on anti-social behaviour (ASB) cases. Our tenancy enforcement team supports those of you living with ASB, giving advice and guidance on the steps to take to get it resolved. ASB could be anything from property vandalism and littering to aggressive behaviour, drug abuse and excessive noise.
“The ASB my neighbour was causing had been going on for quite some time, I reported the ASB to Raven and they guided me through the whole process, installed CCTV to capture incidents and whilst it was a long road, there was light at the end of the tunnel. I finally feel happy and safer in my home."
Ms O from Tadworth
Meeting the demand for new homes
We know something that concerns you is the lack of social and affordable housing available for those who need it. That’s why we also build new homes for shared ownership and affordable housing. This is an area that we’re concentrating on and will continue to deliver in future years. We promise to be committed to building homes and changing lives so that everyone has a good quality, affordable place to call home.
In 2022/23