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 felt that recurring damp and mould issues were not escalated quickly enough.
We did
We have introduced earlier specialist surveys and reviews by senior members of the team where problems persist or recur so we can get to the root of the issue and put a plan in place.
You said
Information about rent account credits and customer preferences wasn’t clear enough.
We did
We have updated our standard correspondence and reinforced the importance of team members recording customers’ account management preferences.
You said
You wanted to see vulnerable residents receiving more personalised support to meet their needs.
We did
Our Housing Officers carry out a living well in your home visit annually, during which we aim to understand customer needs and what personalised support they might find useful. Our Welfare team also support customers so we can act earlier with tailored support, organising flexible access arrangements and safeguarding support.
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
190
Stage 1 complaints were received between April and June 2026
100% of these were dealt with within our timescales
72
of the Stage 1 complaints went to Stage 2 between April and June 2026
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: