Delivering What Matters – how we’re doing
Delivering What Matters is our current three year plan. You can read more about it here.
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 year two, and the performance we want to be delivering by the end of our second 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 |
March ’25 |
Target March ’26 |
Year to DateApril-September 2025RAG = on track |
Comment |
|
| Trusted | 1.1 Trust Raven to do what is right (A07) | 78.5% | >78.5% | 80% | |
| Culture | 2.1 Staff engagement | 94% | 94% | 96% | |
| 2.2 Satisfaction that landlord treats tenants fairly and with respect (TSM TP08) | 85% | >85% | 87% | ||
| Consistent Delivery for Customers | 3.1 Overall customer satisfaction (TSM TP01) | 84% | >84% | 85.7% | |
| 3.2 Overall customer satisfaction with repairs service (transactional) | 83.7% (perception) | >83.7% | 84.7% | ||
| 3.3 New: Complaints resolved within timescales stage 1 and 2 | S1 100%
S2 98.2% (to Feb 25) |
100% | S1 100%
S2 100% |
||
| 3.4 Overall satisfaction from complaint handling (Explain Quarterly) | 54.6% | >54.6% | 57.2% | Of the 48 customers who expressed dissatisfaction with the handling of complaints during April-September only 14 had raised a formal complaint so it is a perception of the handling rather than an experience. After customer have completed the survey, we offer them to make a formal complaint. We will continue to deep dive on all dissatisfied responses.
The main themes of dissatisfaction were poor communication, lack of response, or follow-up and not knowing what the next steps are. |
|
| Good quality homes, clean and safe neighbourhoods | 4.1 % homes that meet our Home Quality Standard (yet to be set) | Creating baseline | N/A | N/A | |
| 4.2 % of homes that meet EPC C standard (or Minimum Energy Efficiency Standard) | 89.04% | 91% | 89.64% | ||
| 4.3 Satisfaction that the landlord keeps communal areas clean, safe and well maintained (TSM TP10) | 78.6% | >75% | 78.3% | ||
| 4.4 Satisfaction with the landlords approach to handling anti-social behaviour (TSM TP12) | 69.9% | >70% | 70.6% | ||
| 4.5 Satisfaction that the home is well maintained (TSM TP04) | 82.1% | >82.1% | 83.4% | ||
| More homes, and much better matched to need | 5.1 New homes delivered (cumulative from April 2024-2027) | 4 | 74 | 12 | In addition to our target we have taken handover of 29 homes which we are managing for another Housing Association.
Our end of year forecast is 52 new homes against a target of 74. The gap is due to construction delays on our Pells site. |
| 5.2 Satisfaction with new home (lettings survey) | 85% | >85% | 100% | ||
| 5.3 Number of decants where home better matches need | Creating baseline | N/A | N/A | ||
| Value for Money | 6.1 Satisfaction with Value for Money for rent (LCRA only) | 81.5% | >81.5% | 81.8% | |
| 6.2 Social Return on Investment (ratio and total £) | 1:4.2
£9.3m |
> 1:4.2 | 1:8.7
(£8.09m) |
The significant increase in social return for in the last 3 months is due to the outcomes from Banstead Pantry providing food to those that need it which Raven supports | |
| 6.3 Operating costs per unit (Raven definition) forecast for end of year | £5,608 | £5,146 | £5,119 | ||
| Environmental sustainability | 7.1 Carbon emission reduction | Due Sept 25 | > 25/26 out turn | +10% | Overall, we saw a 10% increase this year in our carbon footprint. This is mainly down to an increase in construction and repair work in comparison to last year. The reporting challenge we have is that as we invest to provide NZC new build and retrofit this activity is carbon intensive in the years of investment we should see the savings start effecting next year’s numbers. This is why all our real increase was Scope 3 emissions. Our Scope 1 was down 9.4% year on year. |
| ED&I | 8.1 Staff feel leaders at Raven value different perspectives | 95% | 95% | 94% | |
| 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 | 37.5% | 50% | 47.75% |