Our commitments to customers
Raven’s three year commitment to customers
2024-2027
Delivering What Matters
We asked you, our customers, about the things that are most important to you as a Raven customer.
Thank you to everyone who’s provided us with comments and feedback. We’ve used this to help us create our new three year plan – a plan that prioritises the services and areas that matter most to you.
You told us you want Raven to:
- Build more affordable homes. And where we can, you’d like us to make better use of the homes that we have.
- Invest more in our existing homes, and do routine repairs faster.
- Help to reduce carbon emissions, and make homes warmer and more energy efficient.
- Improve our green and public spaces, improve activities for young people, and work with the wider community to make neighbourhoods clean and safe.
So, this is what we’re going to do. Over the next three years we will be Delivering What Matters to you.
Our commitment to you is that we will:
Know our customers and consistently deliver what matters to you
We want to deliver the services you need, in the way you need them. 
We will gather a better understanding of you, and the home you’re living in, so we are able to design and consistently deliver the services that meet your individual needs
We invest in everyday improvements and transformational regeneration to provide good quality homes, fit for the future in neighbourhoods that are safe, secure, and clean
We will be investing in your homes, working towards ensuring they are not only well maintained and fit for today, but that they are sustainable and fit for the future.
This means that if it’s not right to invest in repairing properties, we’ll redevelop homes and, where possible neighbourhoods too, creating homes and communities to last for decades to come.
And we will be installing energy saving, green technologies, making your homes warmer, helping to reduce your energy costs, and helping to improve our planet.
We provide more affordable homes, and make sure the homes we have best match the needs of our customers
We want to provide more homes for more people. We will play our part to help to solve the housing crisis by building more new homes, and partnering with other housing providers to manage homes on their behalf. We will work with you to try and find a home that best meets your changing needs.
What will we start with?
We’re starting by focusing on the two areas that we think will have the greatest impact for you: redesigning our repairs service and improving our customer data.
Redesigning our repairs service
You told us…
You want us to improve our repairs service, to reduce the time it takes to carry our repairs, and improve our responsiveness to queries.
What we’re doing
We are redesigning our repairs service.
We’ll be making improvements so you don’t need to contact us multiple times about the same repair. We’ll be improving the lead time for repairs appointments, and most importantly, making sure when we come to your homes we get it right first time.
Improving our customer data
You told us
You want the services you receive from Raven to meet your individual needs.
What we’re doing
To enable every Raven staff member to deliver a reliable and consistent service to you, and to make sure we match the right customers to the right homes, we are improving the quality of information we hold about you.
If you, or a member of your household, needs additional support due to a physical or mental health condition, by letting us know we can put improvements in place.
Our team will then be able to provide you with the services you need, in the way that you need them.
Over the next few months we will be improving the information we hold, helping us to truly understand you and your individual needs.
And you can be assured, we will always share with you how we keep your information safe and secure.
This is our commitment to you.
We will be a landlord you trust, a landlord you can rely on.
We will be Delivering What Matters.