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 repairs carried out on your home so any issues can be quickly rectified.
We did
We’ve introduced repairs satisfaction texts that are sent before a repairs case is closed, allowing us to quickly identify any dissatisfaction and put it right.
You said
You wanted to know how to raise a complaint and understand what happens if you do.
We did
We have reviewed our complaints information on our website making it clear what happens if you raise a formal complaint with us and the support that is available during the process. You can see the page here.
You said
Some communal areas have had grounds maintenance missed, and you wanted more inspections on the quality of work carried out.
We did
We’ve revised the areas on our mapping system to ensure they are up to date and our Grounds Maintenance Contract Manager is carrying out regular checks on our estates.
You said
It wasn’t clear on repair responsibility when a disabled adaptation was carried out by a third party contractor.
We did
When we’re told about a disabled adaptation we’re recording this on our system and if a repaired is required, we can easily identify who needs to carry this out.
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
203
complaints were received between July – September 2024
100% of these were dealt with within our timescales
52
complaints went to Stage 2 between July – September 2024
96% 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: