What do our customers say about us?

We are always listening, so we can better understand what you say and feel about us. This is how improvements to our services and processes are made. We strive to put you, our customers, at the heart of decision-making but understand there’s always room to be better so we can continually grow.

84% overall customer satisfaction

This is slightly below average compared with other housing associations. We’ve listened to feedback to make improvements where they are needed.

We also want to know how you feel about us so we ask some extra questions in our monthly customer satisfaction survey:

83% of you think we’re easy to deal with.

78% of you feel we listen and act upon your views.

78% of you trust us to do what is right. This is higher than other housing associations where the average is 73%. The highest score is the NHS at 81%.

80% overall repairs satisfaction

This is around average compared with other housing associations.

We’ve taken your feedback on board in the design of our new customer portal, where you’ll be able to check the status of repairs and upload photos when reporting a repair to help with diagnostics.

What you say we do well:

Where you feel we need to improve:

Learning from your complaints

We’ve introduced the role of customer complaints officer to help improve communications.

This ensures that complaints are logged and investigated quickly and appropriately and you are kept up to date every step of the way through our complaints process.

It also ensures we learn from complaints and make improvements.

43 formal complaints were recorded

2 complaints went to the Housing Ombudsman, they confirmed Raven took appropriate action to resolve both complaints

19 complaints upheld 24 not upheld 1 went to appeal

How we have listened

We’re committed to learning from complaints. We’ve listened and made improvements where we could have done better. Some examples include:

  • Leaving your property guide - We have redesigned this with visuals showing how we expect your home to be left, including details of charges if we need to carry out repairs and maintenance. The new process also makes sure customers are notified of charges as early as possible.
  • Challenging behaviour - We have improved the way we deal with challenging behaviour towards our staff. This ensures everyone understands what behaviour is unacceptable and how we will respond.
  • Complaint management - We have implemented some positive changes in our customer database which make it clearer what stage a complaint is at and what actions need to take place. We have introduced a satisfaction survey after a complaint is closed. To date we have had four responses with 100% satisfaction and are looking at ways to increase the return on these surveys.
  • Electrical test bookings – We have changed the process so our Customer Services team can book electrical tests. This makes the whole process quicker and easier for you.

We continue to make improvements, including speeding up response times and improving information on our website about complaints and how we learn from them.