03 | Collaborate
We collaborate with our contractors, service partners, councils and other bodies and most importantly customers and our Customer Voice Panel.
"I would just like to say thank you for giving Raven customers the opportunity to be involved in sessions/discussions with the Board."
Mrs P from Redhill
Customer Voice Panel
It’s now been a year since we launched our Customer Voice Panel as part of our #WeHearYou campaign and our promise to put customers at the centre of everything we do.
The group meets every six weeks and members of the Raven Board attend each session as a guest. There are two further meetings each year with both the Customer Voice Panel and Board to check the voice of the customer is being heard right throughout the organisation.
The panel is a brilliant way for your voice to be heard, to give your opinion and challenge us where it’s needed. The panel looks at our customer satisfaction data, covering various areas of overall satisfaction, repairs, customer services and estate services, along with seeing what sort of complaints we’re getting. The panel uses these customer insights to show where the key areas of dissatisfaction are and look at areas where we can improve to ensure a better customer experience.
For many of the panel members the reason for joining was so they could make a difference for other customers, by improving services.
One panel member said:
“I joined the panel following a poor experience I had with Raven which led to a complaint. Months on, I now have a very different view of what Raven do and have learnt so much from attending seminars with other social housing tenants. I often speak to other tenants where I live telling them to raise their issue and not give up, Raven is really making a difference.”
If you’d like to play a part in reviewing Raven’s performance, and influence change in services to improve the customer experience. Then the panel is a great option for you.
In return we’ll offer you training and opportunities to attend seminars to develop your skills and knowledge, which are all transferable within employment. We’ll also offer a financial incentive at the end of the year, as a thank you for the time you have given up.
The panel meets around 8 times in the year, meetings are held 6pm-7.30pm on Mondays at Raven House. There is the flexibility to attend the meeting in person or virtually to fit around your personal commitments, and even dip in and out to join the conversations and service areas that interest you. Travel and childcare expenses are also covered if required.
Find out more and register your interest here- www.ravenht.org.uk/customervoicepanel
The Customer Voice Panel works closely with the Board to ensure the voice of the customer is heard at a strategic level, through discussion groups. in the last year they’ve reviewed the complaints process following the new Housing Ombudsman changes and investigated further into what areas of service delivery have failed leading to complaints. Each meeting the panel reviews our customer insights and scrutinise our performance, triggering further inspection into areas where performance has dropped. The main area they’ve been focusing on is improving communication with repairs, which led to a change in service design, which will take place later in 2023.