We Hear You
‘We Hear You’ focusses on how we are listening to your feedback and taking learnings from complaints to improve our processes and procedures.
Learning from complaints
We view complaints as an opportunity to learn and to be used to improve the quality of service we provide. We understand that there are learnings from your complaint and we’re committed to taking action and improving our services to demonstrate our core values of trust, understanding and care.
Here are some recent examples of how we’ve learned from complaints:
Related information
You said
You wanted to see better handling of reports of trees damaging boundary fencing.
We did
We have improved coordination between teams so that we can better track and communicate outcomes of inspections to trees.
You said
You wanted better communication during the repairs process, making sure all required materials are ordered in time for appointments and clear communication where there are delays.
We did
We’ve improved communication within our Repairs team, so when works are unable to go ahead we contact customers as soon as possible, with clear updates on the reason for the delay and when works will be rescheduled for.
You said
You wanted more empathy in written correspondence when responding to repair requests.
We did
We have added additional training empathetic communication, focusing on customer interactions, clarity of messaging, and clearly outlining our repairs standards.
Learning from feedback
It’s not just through complaints we look to make changes. We also take learnings from survey feedback, Tenant Satisfaction Measures surveys, instant repairs feedback and every day conversations because – Every Interaction Matters.
Complaints performance data
243
Stage 1 complaints were received between January and March 2026
99.9% of these were dealt with within our timescales
70
of the Stage 1 complaints went to Stage 2 between January and March 2026
100% of these were dealt with within our timescales
Charlie’s story
Charlie and her family were allocated a new Raven property in October 2023. When they moved in there were some issues, which were particularly challenging due to the additional needs of one of her children. Concerned about these problems, Charlie contacted us to complain.
Having gone through the complaints process and having her complaint upheld, Charlie encourages other customers to complain if they’re unhappy in this video: