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
Homeowners wanted to have greater transparency of service charges, particularly where there had been an increase.
We did
We’ve updated the homeowner service charge estimate letters to provide clearer information about expected cost changes, upcoming contract consultations, and support available.
You said
You wanted to make sure that when you call the call centre, you have an appointment confirmed on that call.
We did
If there’s not an appointment available when you call, rather than having to wait for a call back, we’ll transfer you to our scheduling team to arrange appointment for you.
You said
You wanted improved information and better co-ordination of damp and mould works.
We did
We’ve developed and implemented new features in our internal system to improve scheduling and coordination of appointments for damp and mould issues. This update also enables our staff to consider any recorded vulnerabilities or impairments you’ve told us about, so we can better support you.
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: