#WeHearYou – making change together

A new campaign which aims to make Raven even more open and transparent, putting you, our customers, at the heart of everything we do.

The #WeHearYou initiative will keep you informed about the changes we’re making as a result of your feedback. We’re listening in all sorts of ways, such as surveys, customer panels and learning from complaints. Please get in touch and give us your feedback as we strive to do better. There are lots of opportunities to tell us what you think. Look out for the #WeHearYou hashtag on social media and make sure your voice is heard in shaping your services.

Complaints

Although we deliver great services most of the time, we’re not perfect and we know sometimes we don’t get things right, which is why we look upon our complaints process as a way to gather valuable insight. Complaints enable us to put things right and learn from experiences. If you don’t tell us why you are unhappy then we simply won’t know where we can improve. You can be absolutely reassured that this will never be held against you. Changes we have made so far include:

Updating our complaints policy so a positive approach to complaints is encouraged. You’ll be listened to and we’ll make improvements where we need to

We’ve made it easier to complain if you need to. It is now possible to raise and monitor complaints through the new MyRaven

We now routinely publish changes as a result of complaints on our website

We have identified, through complaints, that we need to improve the way we work with people when they are required to move out of their home for repairs. We’ve changed the procedure to improve communication with customers.

Customer Voice Panel

Another vital method of feedback is our Customer Voice Panel - a group of customers who meet every six weeks and are involved in challenging performance, working with the Board to influence priorities and helping to keep customers central to our decision making. It’s a forum for us to listen to your concerns and be held accountable, as well as bring about change.

Get involved – if you would like to be part of this panel we are actively recruiting. You will need to be able to commit to a minimum of one year, with the option to extend this for up to three years. Please register your interest by raising an enquiry on MyRaven.

The Panel and our Board members met for the first time recently and the room was buzzing with energy. Discussions were around people’s motivations to get involved, the various roles available and how members can be supported.

Motivations to get involved examples...

Everyone left eager to meet again, when top of the agenda will be learning from complaints, which everyone agreed is a really important area to focus on. A great example of customers and Board members working in collaboration to bring about change.

Task & Finish Group for Building Safety

Over the last few months a group of customers, staff and Board members have been meeting to discuss new building safety regulations. Since the Grenfell Tower incident, there’s quite rightly been a big focus by the government on safety, especially in higher risk buildings. We feel it’s important to listen to your thoughts on these issues, as well as involve you in decisions we make.

The outcome of the group was a draft ‘Resident Engagement Strategy for Building Safety’ which will be launched in late Autumn and will highlight:

How we will keep you informed on building safety

What you can do if you have an issue