We Hear You
‘We Hear You’ focusses on how we are listening to your feedback and taking learnings from complaints to improve our processes and procedures.
Learning from complaints
We view complaints as an opportunity to learn and to be used to improve the quality of service we provide. We understand that there are learnings from your complaint and we’re committed to taking action and improving our services to demonstrate our core values of trust, understanding and care.
Here are some recent examples of how we’ve learned from complaints:
Related information
You said
You wanted the opportunity to give feedback on your new home and the lettings process.
We did
We now have a survey that we send to customers after the sign-up process is complete, so we can get a better understanding of how it went.
You said
You wanted us to carry out a more in-depth inspection of windows and doors at mutual exchange to identify any repairs and agree responsibilities to carry these out.
We did
We’ve amended the mutual exchange survey so that windows and doors are now inspected as part of this.
You said
Homeowners wanted more opportunities to meet face to face.
We did
We now have homeowner meetings twice a year and will be introducing video communication to share updates and information.
Learning from feedback
It’s not just through complaints we look to make changes. We also take learnings from survey feedback, Tenant Satisfaction Measures surveys, instant repairs feedback and every day conversations because – Every Interaction Matters.
Complaints performance data
230
Stage 1 complaints were received between January – March 2025
99% of these were dealt with within our timescales
32
complaints went to Stage 2 between January – March 2025
100% of these were dealt with within our timescales
Charlie’s story
Charlie and her family were allocated a new Raven property in October 2023. When they moved in there were some issues, which were particularly challenging due to the additional needs of one of her children. Concerned about these problems, Charlie contacted us to complain.
Having gone through the complaints process and having her complaint upheld, Charlie encourages other customers to complain if they’re unhappy in this video: