Tenant satisfaction measures – 2023-24 results
Overall satisfaction
This is the main measure where we monitor how well Raven is performing overall. We have been collecting feedback on this for years, and we receive daily positive feedback and compliments from customers. It is an important way to find out from our customers what their overall experience of Raven is since moving into their home.
Related information
79.5% Overall satisfaction 23/24
The Housemark benchmark median is 69.4%
Keeping properties in good repair
Raven aims to ensure properties are well maintained and we strive to provide a good repairs service to all our customers. We have been collecting feedback on our repairs service and whether we provide a quality home for many years.
78.6% Satisfaction with repairs
The Housemark benchmark median is 70.4%
78.2% Satisfaction with time taken to complete most recent repair
The Housemark benchmark median is 66.4%
Our landlord data shows that 79.9% of non-emergency repairs were completed within timescale and 100% of emergency repairs were completed within timescale.
78.2% Satisfaction that the home is well maintained
The Housemark benchmark median is 69.34%
Maintaining building safety
Collecting customer feedback on building safety is a new measure for Raven. This new measure will focus more on the condition of our customers’ homes, and whether as a landlord we provide homes that are safe.
84.6% Satisfaction that the home is safe
The Housemark benchmark median is 76.1%
Safety checks
Our landlord data shows that we have 100% completed gas safety checks, 100% completed fire safety checks, 98.8% completed asbestos safety checks, 100% completed water safety checks, 100% completed lift safety checks
0.5% of homes do not meet the Decent Homes Standard
This figure is taken from our landlord data
Respectful and helpful engagement
This section considers three key areas:
- Is Raven listening to customers’ views and acting upon them. This is an area we have already been working hard to improve on.
- Whether Raven keeps customers informed about things that matter to them.
- If we treat customers fairly and with respect.
70.3% Satisfaction that we listen to views and act upon them
The Housemark benchmark median is 58.9%
76.5% Satisfaction that we keep customers informed about things that matter to them
The Housemark benchmark median is 69.5%
81.5% Agreement treated fairly and with respect
The Housemark benchmark median is 76.3%
Effective handling of complaints
Raven knows that sometimes things can go wrong, and when they do, we want to know so that we can put it right. Our approach is to put customers first and make sure that customers are being listened to and that we then act upon what we have heard. Raven’s complaints process is recognised by the housing association sector as a good example of how to deal with customer concerns. We are an early adopter to the new Housing Ombudsman Code and often receive positive feedback from customers about how well we have dealt with their complaint.
For this measure we will be collecting feedback from customers who have made a complaint in the last 12 months.
44.5% Satisfaction with the approach to handling complaints
The Housemark benchmark median is 33.8%
54.49 number of Stage 1 complaints relative to the size of the landlord
9.15 number of Stage 2 complaints relative to the size of the landlord
The figures are taken from our landlord data calculating the average number of complaints per 1,000 properties.
100% Stage 1 and 100% Stage 2 complaints responded to within timescale
This is taken from our landlord data
Responsible neighbourhood management
Our dedicated team of neighbourhood wardens and in house cleaning team work closely with community groups and residents on our estates looking for ways we can improve the communities we serve.
For those customers that live in a home that is part of a larger building or estate where we look after the communal area we will be collecting feedback from customers about our management of services like cleaning inside the stairwells or maintaining the garden area outside.
72.3% Satisfaction that we keep communal areas clean, safe and well maintained
The Housemark benchmark median is 65.5%
71.5% Satisfaction that we make a positive contribution to neighbourhoods
The Housemark benchmark median is 62.5%
71.8% Satisfaction with the approach to handling ASB (anti-social behaviour)
The Housemark benchmark median is 57%
115.3 ASB Cases relative to the size of the landlord.
1.43 ASB Cases that only involve Hate Incidents relative to the size of the landlord.
(These figures are taken from our landlord data calculating the average number of complaints per 1,000 properties)
What are the Tenant Satisfaction Measures?
The Regulator of Social Housing has created a new set of Tenant Satisfaction Measures (TSMs) from the financial year 2023-24 and onwards. These assess how well social housing landlords are doing at providing good quality homes and services. There are 12 measures against which we will be asking for feedback from our customers. The 12 measures look at six areas: overall satisfaction; keeping properties in good repair; maintaining building safety; respectful and helpful engagement; effective handling of complaints, and responsible neighbourhood management.
Although the 12 TSMs are new, you may have taken part in one of our previous telephone surveys that are completed by an independent company called Explain. They have been asking many similar satisfaction questions about the service you receive from Raven for years. This information is already regularly used to monitor how we are performing and whether we are delivering against our service offer. These surveys do mean that we are already meeting the regulatory requirement in many of these new TSM areas.
Following the publication of The Charter for Social Housing Residents – Social Housing White Paper (2020) by the government, the Regulator of Social Housing have created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. Amongst other things, this includes a set of tenant satisfaction measures. Following consultation with landlords and customers, these measures were confirmed in September 2022.
For more information, please see…