Shared owner satisfaction – how we’re doing

Please see the results from our shared owner satisfaction surveys for 2023-24 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.