Tenant Satisfaction Measures 2025-26 results
Overall satisfaction
This is the main measure where we monitor how well Raven is performing overall. We have been collecting feedback on this for years, and we receive daily positive feedback and compliments from customers. It is an important way to find out from our customers what their overall experience of Raven is since moving into their home.
Related information
85.3% Overall satisfaction
(compared to 84% for 2024-25)
Keeping properties in good repair
Raven aims to ensure properties are well maintained and we strive to provide a good repairs service to all our customers. We have been collecting feedback on our repairs service and whether we provide a quality home for many years.
Please note, our target timescales for non-emergency repairs is 28 days for routine repairs; our target timescales for emergency repairs is 24 hours.
84.6% Satisfaction with repairs
(compared to 83.7% for 2024-25)
85.5% Satisfaction with time taken to complete most recent repair
(compared to 81.9% for 2024-25)
Our landlord data shows that 88.3% of non-emergency repairs were completed within timescale and 100% of emergency repairs were completed within timescale.
84.2% Satisfaction that the home is well maintained
(compared to 82.1% for 2024-25)
0% home that do not meet the Decent Homes Standard
Maintaining building safety
This measure focuses more on the condition of our customers’ homes, and whether as a landlord we provide homes that are safe.
87.6% Satisfaction that the home is safe
(compared to 85.7% for 2024-25)
Our landlord data shows that we have 99.9% completed gas safety checks, 100% completed fire safety checks, 100% completed asbestos safety checks, 99.9% completed water safety checks and 100% completed lift safety checks
Respectful and helpful engagement
This section considers three key areas:
- Is Raven listening to customers’ views and acting upon them. This is an area we have already been working hard to improve on.
- Whether Raven keeps customers informed about things that matter to them.
- If we treat customers fairly and with respect.
77.6% Satisfaction that we listen to views and act upon them
(compared to 75.9% for 2024-25)
80.8% Satisfaction that we keep customers informed about things that matter to them
(compared to 81% for 2024-25)
87.3% Agreement treated fairly and with respect
(compared to 85% for 2024-25)
Effective handling of complaints
Raven knows that sometimes things can go wrong, and when they do, we want to know so that we can put it right. Our approach is to put customers first and make sure that customers are being listened to and that we then act upon what we have heard. Raven’s complaints process is recognised by the housing association sector as a good example of how to deal with customer concerns. We are an early adopter to the new Housing Ombudsman Code and often receive positive feedback from customers about how well we have dealt with their complaint.
For this measure we will be collecting feedback from customers who have made a complaint in the last 12 months.
50.7% Satisfaction with the approach to handling complaints
(compared to 54.6% for 2024-25)
97.8 Stage 1 complaints relative to the size of the landlord.
22.5 Stage 2 complaints relative to the size of the landlord.
The figures are taken from our landlord data calculating the average number of complaints per 1,000 properties.
100% of Stage 1 and 99.2% Stage 2 complaints were responded to within timescale
Responsible neighbourhood management
Our dedicated Estates team work closely with community groups and residents on our estates looking for ways we can improve the communities we serve.
For those customers that live in a home that is part of a larger building or estate where we look after the communal area we will be collecting feedback from customers about our management of services like cleaning inside the stairwells or maintaining the garden area outside.
77.5% Satisfaction that we keep communal areas clean, safe and well maintained
(compared to 78.6% for 2024-25)
80.6% Satisfaction that we make a positive contribution to neighbourhoods
(compared to 77.7% for 2024-25)
