Your voice,
your choice

Most commonly used words to describe Raven were “helpful”, “reliable”, “friendly”, “good” and “efficient”, although a small number describe Raven as being “unreliable”, “slow” or “unhelpful”.

The Voice of the Customer project has been running since early this year and is the first of its type at Raven. 300 of you kindly agreed to take part in interviews designed to help us understand more about your experience of being a Raven customer, what is going well, where we need to improve and your aspirations for the future.

The results are now in, and over the coming months we will be working alongside you to make improvements where you have told us we need to do better – building on the things that you value.

Here’s a snippet of what you’ve been telling us:

8 out of 10 customers are satisfied with the quality of their home, neighbourhood, value for money and feel their home is suitable. Affordability was the top priority – both of rent and cost of running the home.

Among the 15% who are not satisfied that their home currently meets their needs, common issues raised are:

  • the size of the property – relative to the size of the family


  • Property defects/ poor quality – leading customers to feel that their home is unsafe


  • A feeling that the property is not suited to their disability/ health problems


  • failure to effectively respond to requests for action leading to promises being broken or passing blame

Most commonly used words to describe Raven were “helpful”, “reliable”, “friendly”, “good” and “efficient”, although a small number describe Raven as being “unreliable”, “slow” or “unhelpful”. This is an area which we intend to focus on further to understand what we need to do to put things right.


Customer suggestions for an improved relationship with Raven include, improving communications, demonstrating an understanding of customers – helping them to feel cared for and taken seriously and ensuring expectations around repairs are met.


In the next edition of our customer newsletter, we will be telling you more about our plans to improve our services based on your feedback.

We are currently working on a short video which will tell you more about the research and what will happen next. This will be emailed to anybody who has opted in to our mailing list and will be available on YouTube and our website. We are also producing a more detailed report which will be available at the end of July.


For a full copy of the report, please email Angela.Ellis@ravenht.org.uk