Our three year plan
Raven’s three year plan outlines our commitments to customers
2024-2027
Every three years Raven creates a strategy for the organisation. It’s a plan for how we can improve our homes and our services for you, our customers, and for the neighbourhoods where you live. Think of it as our commitments to you as our customers.
In April 2024 we embarked on our plan for 2024-2027, it’s called Delivering What Matters.
Below you can find out more about Delivering What Matters, our plans and our commitments to you for the coming years.
It also means in March 2024 we came to the end of our previous plan called ‘Making the Difference’ here you can find out more about some of the good things we have delivered, some of our disappointments, and some of the things that still remain to be done.
Delivering What Matters
We’re in the middle of our three year plan called Delivering What Matters. We asked you about the things that matter most to you as a Raven customer, and we created a plan that prioritises the services and areas you told us are most important to you.
Our Delivering What Matters plan sets out how we can improve our homes and our services for you, our customers, and the neighbourhoods you live in.
This work is already bringing benefits to our customers, as we continue to improve the services we provide.
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 doing.
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.
Improvements we’ve already made
Changing the way we work to improve your experience
Our Delivering What Matters plan sets out how we can improve our homes and our services for you and the neighbourhoods you live in. As part of this work, we’ve listened to your feedback about what’s important to you and where you live.
You’ve told us you want to see
- Us recognising the needs of you and your family
- A reliable and responsive service
- Staff who understand your area and what it’s like where you live
- More visible estate management – helping with community safety
By understanding your needs better, we’ve been able to change the way our teams work to provide a more neighbourhood focused service:
- We have a new Estates team made up of Caretakers, Cleaners and Ground Maintenance Management. You’ll see members of the Estates team regularly out and about as they carry out inspections and continue to keep your neighbourhoods clean and safe.
- You will also have a dedicated Housing Officer for where you live, this includes if you’re a homeowner with us. They will be your go to person for anything related to your tenancy, they will support with anti-social behaviour and they’ll play a big role in getting involved in local community initiatives.
We’re currently growing our Housing team from six Housing Officers to nine, who will be supported by two Team Leaders and a Housing Manager. We’re also introducing a team of Housing Support Specialists, within our Customer Services team, who will provide dedicated administrative support to our Housing Officers so they can focus on resolving issues more quickly for you.
By increasing the number of Housing Officers, each officer will support fewer households, giving them more time to respond to you and better understand your individual needs.
Our strengthened team set up will also mean that more questions and concerns can be addressed at the first point of contact, so you don’t have to wait for answers.
We’ll be sharing more information soon, introducing you to your Housing Officer, as well as the wider Housing team, and what they can help you with.
Moving to this neighbourhood focused way of working means we will be more efficient and consistent with how we deliver services to you. We can support you to better manage your tenancies and strengthen community connections – making it easier for you to get what you need, when you need it.
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’ve done
We’ve redesigned our repairs service.
- We’ve improved the lead time for repairs appointments.
- You can now upload multiple photographs with ease to MyRaven so we can get the right person to the job at the time that works best for you.
- We’ve refreshed the repairs section of our website and made repairs responsibilities clearer. You can see this here.
Improving our customer data
You told us
You want the services you receive from Raven to meet your individual needs.
What we’ve done
We’ve been improving the quality of the information we hold on you so that we know and understand you better. For example, 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. You can find out more about reasonable adjustments we can make here.
Find out more about updating your information here.
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.
How will we know if we’re succeeding?
We have created a set of measures that sits alongside our three year plan. Many of these measures are taken from the Tenant Satisfaction Measures but we have also included others that we think are important.
You can see how we’re doing against the measures we have set here.
Related information
Please see below for more information