Our three year plan
Raven’s three year plan outlines our commitments to customers
2024-2027
Every three years Raven creates a strategy for the organisation. It’s a plan for how we can improve our homes and our services for you, our customers, and for the neighbourhoods where you live. Think of it as our commitments to you as our customers.
In April 2024 we embarked on our plan for 2024-2027, it’s called Delivering What Matters.
Below you can find out more about Delivering What Matters, our plans and our commitments to you for the coming years.
It also means in March 2024 we came to the end of our previous plan called ‘Making the Difference’ here you can find out more about some of the good things we have delivered, some of our disappointments, and some of the things that still remain to be done.
Delivering What Matters
We asked you, our customers, about the things that are most important to you as a Raven customer.
Thank you to everyone who’s provided us with comments and feedback. We’ve used this to help us create our new three year plan – a plan that prioritises the services and areas that matter most to you.
You told us you want Raven to:
- Build more affordable homes. And where we can, you’d like us to make better use of the homes that we have.
- Invest more in our existing homes, and do routine repairs faster.
- Help to reduce carbon emissions, and make homes warmer and more energy efficient.
- Improve our green and public spaces, improve activities for young people, and work with the wider community to make neighbourhoods clean and safe.
So, this is what we’re going to do. Over the next three years we will be Delivering What Matters to you.
Our commitment to you is that we will:
Know our customers and consistently deliver what matters to you
We want to deliver the services you need, in the way you need them. 
We will gather a better understanding of you, and the home you’re living in, so we are able to design and consistently deliver the services that meet your individual needs
We invest in everyday improvements and transformational regeneration to provide good quality homes, fit for the future in neighbourhoods that are safe, secure, and clean
We will be investing in your homes, working towards ensuring they are not only well maintained and fit for today, but that they are sustainable and fit for the future.
This means that if it’s not right to invest in repairing properties, we’ll redevelop homes and, where possible neighbourhoods too, creating homes and communities to last for decades to come.
And we will be installing energy saving, green technologies, making your homes warmer, helping to reduce your energy costs, and helping to improve our planet.
We provide more affordable homes, and make sure the homes we have best match the needs of our customers
We want to provide more homes for more people. We will play our part to help to solve the housing crisis by building more new homes, and partnering with other housing providers to manage homes on their behalf. We will work with you to try and find a home that best meets your changing needs.
What will we start with?
We’re starting by focusing on the two areas that we think will have the greatest impact for you: redesigning our repairs service and improving our customer data.
Redesigning our repairs service
You told us…
You want us to improve our repairs service, to reduce the time it takes to carry our repairs, and improve our responsiveness to queries.
What we’re doing
We are redesigning our repairs service.
We’ll be making improvements so you don’t need to contact us multiple times about the same repair. We’ll be improving the lead time for repairs appointments, and most importantly, making sure when we come to your homes we get it right first time.
Improving our customer data
You told us
You want the services you receive from Raven to meet your individual needs.
What we’re doing
To enable every Raven staff member to deliver a reliable and consistent service to you, and to make sure we match the right customers to the right homes, we are improving the quality of information we hold about you.
If you, or a member of your household, needs additional support due to a physical or mental health condition, by letting us know we can put improvements in place.
Our team will then be able to provide you with the services you need, in the way that you need them.
Over the next few months we will be improving the information we hold, helping us to truly understand you and your individual needs.
And you can be assured, we will always share with you how we keep your information safe and secure.
Find out more about updating your information here.
This is our commitment to you.
We will be a landlord you trust, a landlord you can rely on.
We will be Delivering What Matters.
How will we know if we’re succeeding?
We have created a set of measures that sits alongside our three year plan. Many of these measures are taken from the Tenant Satisfaction Measures but we have also included others that we think are important.
The table below shows the measures we have set. We’ll use these to help tell us whether the improvements we’re making are in fact delivering what matters, and improving our services to you, as a customer.
Here you can see what our performance was for each measure at the beginning of our plan, and the performance we want to be delivering by the end of our first year. To help make it easier to see how we’re doing, we have colour coded our performance red, amber or green. It’s early in our plan period, so for measures which are showing as red or amber, meaning we are not yet on track to deliver our target performance, we have actions in place to address this.
Measure |
Baseline March ’24 |
Target March ’25 |
Q1 25/25 RAG = on track |
|
| Trusted | 1.1 Trust Raven to do what is right (A07) | 75% | >75% | 82% |
| Culture | 2.1 Staff engagement | 94% | 94% | 94% |
| 2.2 Satisfaction that landlord treats tenants fairly and with respect (TSM TP08) | 82% | >82% | 89% | |
| Consistent Delivery for Customers | 3.1 Overall customer satisfaction (TSM TP01) | 80% | Top quartile for peer group | 89% |
| 3.2 Overall customer satisfaction with repairs service (transactional) | 79% | >79% | 89% (perception) | |
| 3.3 New: Complaints resolved within timescales stage 1 and 2 | 99%
100% |
100% | 100% | |
| 3.4 Overall satisfaction from complaint handling (Explain Quarterly) | 56% | >56% | 59% | |
| Good quality homes, clean and safe neighbourhoods | 4. 1 % homes that meet our Home Quality Standard (yet to be set) | To be designed | Creating baseline | |
| 4. 2 % of homes that meet EPC C standard (or Minimum Energy Efficiency Standard) | 86%
excludes 102 properties with no EPC data |
89% | 87% | |
| 4.3 Satisfaction that the landlord keeps communal areas clean, safe and well maintained (TSM TP10) | 73% | >73% | 80% | |
| 4.4 Satisfaction with the landlords approach to handling anti-social behaviour (TSM TP12) | 72% | >72% | 74% | |
| 4.5 Satisfaction that the home is well maintained (TSM TP04) | 78% | >78% | 85% | |
| More homes, and much better matched to need | 5.1 New homes delivered (cumulative from April 2024-2027) | Cumulative 2021-24: 162 | 32 | 3 |
| 5.2 Satisfaction with new home (lettings survey) | 76% | 85% | 79% | |
| Value for Money | 6.1 Satisfaction with Value for Money for rent | 83% | >83% | 87% |
| 6.2 Social Return on Investment (ratio and total £) | 1:6
£13.8m |
> Baseline | 1:2
£2.6m |
|
| Environmental sustainability | 7.1 Carbon emission reduction | Baseline per Bioregional (July 2024) | > Baseline | Pending Bioregional report |
| ED&I | 8.1 Staff feel leaders at Raven value different perspectives | 95% | 95% | 95% |
| 8.2 Staff feel comfortable being themselves at work | 95% | 95% | 95% | |
| 8.3 % of customers for whom we hold complete data on protected characteristics * including homeowners | 9% | >50% | 18.3% |
Related information
Please see below for more information