Legionella quiz
1. Asbestos – Asbestos is only dangerous if it is __ __ __ __ __ __ __ and you __ __ __ __ __ __ the fibres.
2. Legionella – the risk of Legionella Bacteria growing is associated with hot water that is too __ __ __ __ and cold water that is too __ __ __
3. Gas – Your gas boiler should be inspected __ __ __ __ __ __ __ to make sure it works properly and does not create Carbon Monoxide
4. Electricity – Your wiring should be __ __ __ __ __ __ __ and __ __ __ __ __ __ every 5 years
5. Passenger Lifts – The lift __ __ __ __ __ should operate smoothly and the car should __ __ __ __ __ __ between floors without jerking or creating grinding __ __ __ __ __ __
6. Fire – If your front door opens onto a hallway or landing, it must be fitted with a __ __ __ __ __ __ __ __ __ __ and open/close smoothly
Answers –
1. DAMAGED, INHALE – Raven has surveyed all its properties for asbestos and the reports will soon be available to you via the Raven Customer Portal. If you see any identified asbestos that’s damaged, please let us know immediately.
2. COLD, HOT – Raven has surveyed all its communal tanks and tests temperatures monthly, descales communal outlets quarterly, and disinfects them biannually. If you use water from a communal hot or cold tank, let us know if there are any issues.
3. ANNUALLY – please let us in to carry out this inspection so we keep you, your family and your visitors safe from CO poisoning.
4. INSPECTED, TESTED – we will notify you when this is due. Some landlords only test every 10-years. When wiring gets old, it can become dangerous, so these tests are essential to keep you safe.
5. DOORS, TRAVEL – Lifts are inspected and the alarm tested monthly by our contractors and annually by both them and an independent inspector.
6. DOOR CLOSER – Raven only has one tower block and that doesn’t have any Grenfell-style cladding. To raise the bar, we have increased our vigilance on all our Sheltered and Temporary Accommodation, and carry out regular inspections to ensure communal escape routes are clear of items likely to obstruct or trip - either you escaping or the firefighters entering to put out a fire.
We care about getting it right
Most of the time we get things right – but we know we’re not perfect. When something does go wrong, it’s important that you tell us so we can correct it as soon as possible.
Following customer feedback, we have recently changed our complaint policy to make the process easier, quicker and more transparent.
The new policy allows customers to meet with managers earlier in the process, for customer representatives to be included in appeals, and introduces a new action plan tracked by customers to make sure we put things right. The new policy will make it simpler for customers to report a problem, ensure they are listened to and their concerns are acted upon.
Members of our tenant and leaseholder consultation body Falcon, as well as our Board members, have all approved the changes and see them as positive and constructive.
“We want to create a culture of trust by being open and transparent - putting things right when we get them wrong.
“We feel that the changes we have made will make a big improvement to the way our complaints are handled but we always welcome feedback and will continue to listen to our customers’ views and act upon them as policies evolve in the future,” said Joanne Silner, Raven’s Customer Services Manager.
If you’re a Raven customer and would like to be involved in agreeing policies and improving our services, we would love to hear from you. Please call us on 0300 123 3399 or email Raven@ravenht.org.uk