04 | Understand
We take time to understand and listen to your feedback and use it to improve. It’s important to us that we understand how you feel about the homes and services we provide and we continue to make improvements for the better. #WeHearYou
"They are very understanding and understand that I have anxiety, so they are very nice on the phone. They keep me in the loop with everything that goes on and they are just very nice, to be honest."
Ms T from Redhill
Digital transformation
"Since I've used the new website, I have found it to be very user friendly to navigate around showing clear information on all that I need to answer my queries and keeping my account up to date with all that I need to access easily."
Customer Voice Panel member
It’s really important that we understand how you access the information that's important to you and how you interact with us. We know that it’s not just our face-to-face service that needs to be of great quality, your digital experience of us needs to be too.
During the 2022/23 financial year we launched our new website and new and improved MyRaven customer portal.
The website is mobile and tablet friendly and has accessibility features including automatic translation with many language options.
The improved MyRaven customer portal now allows you to pay your rent and charges, request repairs and raise enquiries, manage your tenancy and book and manage your repairs.
We’ve worked hard over the last few years on our digital transformation programme to improve overall customer experience. We were absolutely delighted to win the Best Digital Transformation Award at the Housing Digital Awards, which reconised the work we’ve done with our Better Connected programme.
What you think of us
83% overall customer satisfaction – we compare our performance with other housing associations and we’re pleased to say our performance is above average. The Housemark industry average for customer satisfaction is 79%.
82% overall repairs satisfaction – again this figure is slightly above the Housemark industry average of 80%.
80% of you think we’re easy to deal with.
77% of you feel we listen and act.
75% of you trust us to do what’s right.
What you say we do well:
“My housing officer is fantastic and supportive.”
Mr C from Oxted
“They are very understanding and you can generally work around things.”
Mrs D from Redhill
“They give us a good property and when I moved here my property was really clean and really good. They listen and we can trust them.”
Mr Y from Redhill
Where you say we need to improve:
”Listen to us when we have got a problem and resolve it.”
Mrs T from Coulsdon
”Keep us more informed on when things are going to happen.”
Mr H from Redhill
”More communication as there is no real follow up.”
Ms L from Epsom
#WeHearYou
We don’t always get it right, but we listen and make changes where we need to. We’re sorry when we do get it wrong but you can be assured we take your complaints very seriously and always try and find a solution.
“I do not take any pleasure in the complaints I have made but have reached the point where something has to be said and hopefully some positive change will be made.”
Mrs S from Horley
Complaints in 2022-23
136 formal complaints were recorded.
Of these:
76% were fully or partly upheld – this means when we investigated it was clear we hadn’t got things right for the customer and the complaint was valid.
24% weren’t upheld. This means it was evident we had delivered all we should have.
11 of these complaints went to appeal.
14 complaints went to the Housing Ombudsman Service.
The Housing Ombudsman Service is appointed by the Secretary of Stat for Housing, Communities and Local Government and looks into complaints and helps with disputes between tenants and leaseholders with their housing associations.
Whilst we hope that you don’t have to use it often, we do want to make sure our complaints process is clear and you know what to do if you’re not happy with the service you receive from us. If you call us with an issue, we’ll aim to resolve it when you first get in touch with us. If you’re unhappy with our response then that’s when you can make a formal complaint. You can read our complaints procedure on our website and if you have any questions then please let us know - www.ravenht.org.uk/making-a-complaint