Leaseholder satisfaction – how we’re doing
Please see the results from our leaseholder satisfaction surveys for 2024-25 below.
We know there is a lot of room for improvement and we’re committed to improving your experience with us.
Homeowner Improvement Plan
We’ve been working on a Homeowner Improvement Plan based on your feedback from surveys, our Customer Voice Panel and learnings from complaints.
What we’ve done already
- New Customer Co-ordinator: we’ve hired a Customer Co-ordinator to prioritise your queries and improve communication with homeowners, including revising our letters and emails to make them clearer and more helpful.
- Policy updates: we’ve updated some of our policies to make sure homeowners receive the same level of service as tenants, especially when it comes to recognising vulnerabilities and the support we offer.
- Residents’ meetings: we’ve started having in-person and/or online meetings with homeowners to understand what matters to you and your needs better.
What’s still to do
- Improved communication: we know that clear communication is crucial. We’re working on making all our communications more engaging and easier to understand. We’ve also introduced a regular column for homeowner news to Raven Times.
- Website enhancements: we’re planning to improve the homeownership section of our website for better transparency and to update our supporting materials.
If you’re interested in getting involved, please let us know.
We value your feedback as a homeowner. If you have any suggestions for improvements, please email the Homeownership team on
homeownership@ravenht.org.uk.
54.5% Overall satisfaction
(compared to 55.4% for the 2023-24 financial year)
51.1% Satisfaction that we make a positive contribution to neighbourhoods
(compared with 56% for the 2023-24 financial year)
55.7% Satisfaction that we keep communal areas clean
(compared to 61.5% for the 2023-24 financial year)
62.4% Satisfaction with our communal repairs service
(compared to 61.4% for the 2023-24 financial year)
63.8% Satisfaction that we provide a building that is well maintained
(compared to 64.5% for the 2023-24 financial year)
84.7% Satisfaction that we provide a building that is safe to live in
(compared to 85.7% for the 2023-24 financial year)
47.4% Satisfaction with the approach to handling ASB (anti-social behaviour)
(compared to 50.6% for the 2023-24 financial year)
41% Satisfaction that we listen to views and act upon them
(compared to 45.4% for the 2023-24 financial year)
54.4% Agreement that you trust us to do what’s right
(compared to 53.8% for the 2023-24 financial year)
61.7% Satisfaction that we keep you informed about things that matter to you
(compared to 69.6% for the 2023-24 financial year)
60.8% Agreement that we treat you fairly and with respect
(compared to 61% for the 2023-24 financial year)
49.8% Agreement that we’re easy to deal with
(compared to 50.8% for the 2023-24 financial year)
78.4% Agreement that you know how to make a complaint
(compared to 76.8% for the 2023-24 financial year)
32.7% Satisfaction with our approach to handling complaints
(compared to 32.4% for the 2023-24 financial year)