Homeowners’ Improvement Plan
In February 2025 we launched our Homeowners’ Improvement Plan based on feedback we gathered through surveys, our Customer Voice Panel, face-to-face meetings and insights from complaints. It was clear we had work to do to improve your experience as a homeowner.
The aim of our Homeowners’ Improvement plan is to focus on key priorities, set clear milestones and deliver the outcomes that matter most to you.
One of the main improvements we’ve made is to expand and reshape our Homeownership team, adding another three homeownership specialists, a Managing Agent Liaison Officer and team leader, to increase capacity. This allows us to continue to be your specialist hub for things like service charges, major works, staircasing and lease obligations alongside our work on the commitments of the Homeowners’ Improvement Plan.
Below you can see a breakdown of the commitments in the plan, the work we’ve done so far and the areas we’re working on.
Our commitments to you and the key priorities to fulfil these
Commitment one
We want you to feel confident that decisions about charges are fair, transparent and that you can trust them.
What you’ve told us
“We have concerns about the transparency of service charges, particularly where there have been year-on-year increases.
We want clearer explanations, noting that the cost of living crisis affects us too.
Charges year on year have increased significantly without a reason.”
What we’ve improved
- Clearer service charge statements
- Better information about asset plans and future works
- Improved transparency around sinking funds and long-term maintenance plans
- More consistent updates about costs, exclusions and changes
- Employed a new Managing Agent Liaison Officer to review budgets and final accounts from third party managing agents
What we’re going to do
- A service charge improvement project will begin in 2027 to review our systems, processes and how we communicate service charge information to homeowners.
- Work closer with managing agents to improve the quality, consistency and timeliness of the information we receive and then share with you.
- Continue to improve the level of detail provided alongside annual budgets and final accounts, helping you understand how charges are made up and what is driving cost changes.
- Monitor service charge enquiries and disputes to identify common themes and drive further service improvements.
Commitment two
We’ll make sure you have the right information to make decisions about the long-term future of your homes.
We’ll provide clearer information earlier, so homeowners have more time to understand planned works and raise questions or concerns.
What you’ve told us
“We feel that Section 20 consultations for major works revealed that these often lack sufficient detail about the planned activities, making it challenging for leaseholders to assess or question the proposals.
These works are crucial long-term investments, important both in terms of cost and suitability for the future of our homes.”
What we’ve improved
- Reviewed Major Works Consultations (Section 20 notices), to make sure you’re fully informed about proposed major works.
Provided clearer information about how to nominate a contractor and how the procurement process works. - Improved online access to contracts, tender documents and major works information.
- More consistent contractor quotations and scopes of work.
- Digital reminders alongside statutory postal notifications.
- Added links to communal areas cleaning and grounds maintenance standards on the Homeowner FAQ website page here.
What we’re going to do
- Carry out a full review of homeowner website pages to make them clear and easy to navigate, with useful information.
- Review MyRaven to make sure you can easily report and access details about communal repairs.
- Continue to enhance Section 20 consultation documents, ensuring scopes of work, costs and project information are presented as clearly as possible.
- Review how we share information about future asset management plans so homeowners have a better understanding of future investment in their homes and buildings.
Commitment three
We understand that your home is a significant investment to you. That’s why we’re committed to treating you with respect and involving you in decisions that matter about your home.
What you’ve told us
“We believe that there isn’t enough recognition of the significant financial investment our homes represent, including the personal pride and financial resources they invest in home improvements.”
What we’ve improved
- Held regular Homeowners’ meetings to understand better what matters to you
- Shared clearer communication about costs and potential changes
- Given more regular updates during works, especially where delays or cost changes happen
- Stronger welcome information and follow-up support for new homeowners
- More flexible communication by phone and digital channels
What we’re going to do
- Ensure you have a say in decisions affecting the building or communal areas where you contribute financially.
- Review key homeowner journeys, such as resales, alterations and permissions, to make them simpler and easier to navigate.
- Regularly monitor homeowner satisfaction and use the feedback we receive to identify and deliver further improvements.
Commitment four
We’ll communicate with you when we’re planning on completing work, what your responsibilities are and be quick to respond when you ask us for more information.
We want to better understand your experience as a homeowner and use feedback to improve services.
What you’ve told us
“We want better communication regarding schedules for compliance checks and communal repairs as well as timely and accurate responses to our queries.”
What we’ve improved
- Wider engagement with shared owners and leaseholders
- Feedback following key transactions, meetings and customer interactions
- Better use of customer feedback to identify trends and recurring issues
- Improved tracking of tasks and follow-up actions
- Employed a Managing Agent Liaison Officer to act as an intermediary between residents and third party managing agents where they live on estates or in blocks that aren’t owned by Raven
What we’re going to do
- Create an induction process for new homeowners showing responsibilities as homeowners, covering aspects of the lease, service charges, cyclical works, staircasing, subletting and lease extensions.
- Continue with our overall review of how we communicate with homeowners to make sure it aligns with our culture of Put Customers First.
- Introduce clearer SMS surveys to improve trust and response rates and help us better understand your experience.
- Have members of the Homeownership team attend new-build events to provide information and answer questions from prospective homeowners
- Provide more proactive updates when works are delayed or where circumstances change, so homeowners are kept informed throughout
Culture and service consistency
With our larger Homeownership team, we’re strengthening how the team works so you receive clearer advice and a more consistent service.
What we’ve improved
- Clearer specialist responsibilities within the team, with dedicated teams for Accounts & Arrears, Conveyancing & Compliance, and Legal & Leasehold enquiries.
- Stronger service standards and task management
- Improved training and ownership of enquiries
- Better estate knowledge through regular site visits
- More regular consultation and satisfaction measurement
What we’re going to do
- Continue to develop specialist expertise within the Homeownership team, so you receive accurate and consistent advice.
- Review and strengthen service standards to ensure enquiries are managed efficiently and homeowners are kept informed throughout.
- Increase opportunities for colleagues to visit estates and developments, helping us better understand local issues and priorities.
We’re here to listen and improve
Our goal is to create a better experience for you as a homeowner and this plan shows the first steps of how we’ll achieve this. We want to have greater transparency and collaboration with you at every step to build your trust in us.
Thank you for your ongoing feedback. If you have any comments or thoughts on this plan, or anything we’ve not covered here, then please get in touch.
You can call us on 0300 123 3399 or complete an online enquiry form here.