Tenant Satisfaction Measures – year to date results
Year to date results 2024-25
These Tenant Satisfaction Measures are combined from Q1-Q2 results 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.
85.3% Overall satisfaction year to date 2024/25
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.
85.2% Satisfaction with repairs
83.8% Satisfaction with time taken to complete most recent repair
83.4% Satisfaction that the home is well maintained
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.
87.3% Satisfaction that the home is safe
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.
77.9% Satisfaction that we listen to views and act upon them
81.6% Satisfaction that we keep customers informed about things that matter to them
83.8% Agreement treated 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.
54.5% Satisfaction with the approach to handling complaints
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.
80% Satisfaction that we keep communal areas clean, safe and well maintained
79.2% Satisfaction that we make a positive contribution to neighbourhoods
