Tenant Satisfaction Measures – latest quarter results

Q1 2024-25 results

These Tenant Satisfaction Measures are from Q1 2024-25. To view our annual results for 2023-24 click here.

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.

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.

Maintaining building safety

This measure focuses more on the condition of our customers’ homes, and whether as a landlord we provide homes that are safe.

Respectful and helpful engagement

This section considers three key areas:

1. Is Raven listening to customers’ views and acting upon them. This is an area we have already been working hard to improve on.
2. Whether Raven keeps customers informed about things that matter to them.
3. If we treat customers fairly and with respect.

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.

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.