Making a complaint

Learning from complaints

Complaints are a positive and valuable source of learning, as some help us identify where we can make improvements to our services.  

Sometimes things might go wrong, and when they do, we want to know. Please do not be afraid to express your concerns. This gives us the chance to review what has happened and where appropriate put things right and try to make sure it doesn’t happen again.

We’re committed to the Housing Ombudsman’s Complaints Handling Code, providing you with information on how well we handle complaints and information on the complaints we receive by publishing our monthly complaints dashboard (see below). The Housing Ombudsman have set out a proposal for their 2022-25 corporate plan, which addresses the significant increase in the volume of complaints and enquiries that their service is now receiving. You can read the full document here. If you would like to feedback on this, the consultation period closes on 12 November 2021 .

As an organisation that puts the Customer First, we want you to feel that we listen and act on your concerns. We strive to investigate and resolve complaints swiftly and identify learning outcomes that will help drive positive change for our customers. These outcomes may identify where we may need to review our policies and procedures, any additional training that may be required or a change to the delivery of a service.

Some of the changes that we have made so far include:

CUSTOMER COMPLAINTS OFFICER

We’ve introduced the role of customer complaints officer as an advocate for our customers who wish to give feedback through a complaint. The role ensures that complaints are logged and investigated quickly as per our policies and processes, as well as ensuring that customers are kept up to date every step of way through our complaints process. 

In addition, the customer complaints officer will work with all our service areas to implement the learning identified as part of any complaint investigations.

CUSTOMER FIRST GROUP

We have set up a new formed Customer First Group consisting of department managers across the business. They promote our Customer First approach within their service area and look at cross cutting themes across the company using data and customer feedback including complaints to make sure your experience is a great one with Raven.

You can view our full complaints policy here: complaints policy

You can see how we listened here: how we listened

You can see our latest complaints dashboards here:

August 2021 complaints dashboard
July 2021 complaints dashboard 

How we will communicate these learnings with you

We’re committed to reporting learning outcomes from complaints to you and will publish these on our website, through our RavenTimes articles and on our Facebook page so you can see the positive things we are changing as a result of complaints we receive.

You can raise a complaint in the following ways

Using the Praise and Grumble form below

Email: raven@ravenht.org.uk

Phone our customer service team: 0300 123 3399

Message us on our Raven Facebook page: RavenHousingTrust

You can also contact the Housing Ombudsman directly but please note that the Ombudsman will not be able to investigate your complaint until eight weeks from the date your complaint is acknowledged, but you can contact them at any time while a complaint is going through the complaints process for advice and to help find a resolution.

Contact details for the Housing Ombudsman Service

Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/

Phone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

More information on the Housing Ombudsman can be found here.

Do you have a comment, compliment or suggestion? Please use the form below:

 Security code