Delivering What Matters – how we’re doing
Delivering What Matters is our current three year plan. You can read more about it here.
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.
The table below shows the measures we have set. We’ll use these to help tell us whether the improvements we’re making are in fact delivering what matters, and improving our services to you, as a customer.
Here you can see what our performance was for each measure at the beginning of year three, and the performance we want to be delivering by the end of our third year. To help make it easier to see how we’re doing, we have colour coded our performance red, amber or green. Where measures are showing as red or amber, this means we are not yet on track to deliver our target performance. We have actions in place to address these areas.
Measure |
2025-26 Financial Year |
Target March ’27 |
Performance April – June ’26 |
Comment |
|
| Trusted | 1.1 Trust Raven to do what is right (A07) | 80% | 80% | 80.5% | |
| Culture | 2.1 Staff engagement | 96% | 90% | 96% | |
| 2.2 Satisfaction that landlord treats tenants fairly and with respect (TSM TP08) | 87.3% | 87% | 89.3% | ||
| Consistent Delivery for Customers | 3.1 Overall customer satisfaction (TSM TP01) | 85.3% | 85% | 87.7% | |
| NEW 3.1a – Overall customer satisfaction (leaseholders) | >53.7% | 51.6% | No target was set at the start of the year but aim is to better last year. Although overall satisfaction is lower, other KPI’s are stronger (Trust up from 48% to 57%, keeping informed up from 60% to 67%, treated fairly and respect up from 56% to 60%). We will also be able to report on shared owners at the half year, the sample being too small to do quarterly. | ||
| 3.2 Overall customer satisfaction with repairs service (transactional) | 84.6% | 84% | 87% | ||
| 3.3 New: Complaints resolved within timescales stage 1 and 2 | 99.9% Stage 1
98.9% Stage 2 |
100% | 100% | ||
| 3.4 Overall satisfaction from complaint handling (Explain Quarterly) | 50.7% | 50% | 58.2% | ||
| Good quality homes, clean and safe neighbourhoods | 4.1 % homes that meet our Home Quality Standard (yet to be set) | N/A | N/A | ||
| 4.2 % of homes that meet EPC C standard (or Minimum Energy Efficiency Standard) | 91.02% | 94% | 91.3% | On target. Circa 200 properties are due for retrofit under SHDF Warmer Homes programme before March 2027. This will take us to the 94% target. | |
| 4.3 Satisfaction that the landlord keeps communal areas clean, safe and well maintained (TSM TP10) | 77.5% | 75% | 85.2% | ||
| 4.4 Satisfaction with the landlords approach to handling anti-social behaviour (TSM TP12) | 71% | 70% | 76.6% | ||
| 4.5 Satisfaction that the home is well maintained (TSM TP04) | 84.2% | 84% | 89.9% | ||
| More homes, and much better matched to need | 5.1 New homes delivered (cumulative from April 2024-2027) | 29 | 156 | 30 | A further 131 homes forecast to be delivered by end March 2027 so on track to deliver target. |
| 5.2 Satisfaction with new home (lettings survey) | 84% (Q3 2025-26 YTD) | 84% | N/A | No new completions in Q1, therefore no survey responses | |
| 5.3 Number of decants where home better matches need | N/A | N/A | N/A | ||
| Value for Money | 6.1 Satisfaction with Value for Money for rent (LCRA only) | 81.7% | 81% | 84.8% | |
| 6.2 Social Return on Investment (ratio and total £) | > 1:7.40 (£)
(£15.5m) |
1:7:4 | Awaiting figure | We had problems accessing the tool we use to calculate the social return. This is now available and we will update performance after the holiday period. | |
| 6.3 Operating costs per unit (Raven definition) forecast for end of year | £5,001 | £5,292 | £5,344 | These figures are based on the RHT base budget (re-based back to 2023/24 rates i.e with inflation removed) and will need to be revised after Q1 to reflect acquired stock. | |
| Environmental sustainability | 7.1 Carbon emission reduction | +10% | Improvement on baseline adjust for scale | Awaiting figure | The 2025/26 figure is currently being calculated and is expected to be available by the end of July or early August.
The new report introduces a per-property metric, enabling a like-for-like comparison once the newly acquired properties are incorporated into the portfolio next year. This approach ensures that emissions performance can be assessed more accurately, rather than appearing to increase simply as a result of the larger portfolio and the associated works. |
| ED&I | 8.1 Staff feel leaders at Raven value different perspectives | 94% | 94% | 94% | |
| 8.2 Staff feel comfortable being themselves at work | 95% | 95% | 93% | ||
| 8.3 % of customers for whom we hold complete data on protected characteristics * including homeowners | 50.95% | 55% | 53.12% | 53.12% is a steady increase from March with controls in place to check regular updating. We are on track to meet target by end of year. |