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 better support for vulnerable residents when dealing with an anti-social behaviour case.
We did
We have improved communication and coordination between welfare support and enforcement teams when supporting vulnerable residents, ensuring needs are identified and addressed holistically.
You said
You wanted better communication when appointments get changed.
We did
We’ve amended our appointment process to ensure clear communication and timely updates are given to customers regarding appointment changes to prevent confusion and distress, particularly for residents with health, accessibility, or support needs.
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.
You said
You wanted more transparency and consistency relating to recharges.
We did
We have updated recharge policy and processes to ensure all staff are trained on required forms, timescales, and communication standards to improve transparency and consistency.
You said
You wanted better out-of-hour assessments carried out when customers don’t have use of essential services.
We did
We have clearer out-of-hour escalation routes, more accurate emergency assessments, and improved communication to ensure customers without essential services are appropriately supported. Including a review on how the out-of-hours call handlers triage and manage calls and have scheduled discussions to implement service improvements.
You said
You wanted a better process in how we store customers belongings when they have had to move out (decant) to have major works carried out.
We did
We have reviewed and strengthened the process at the start of any temporary move to ensure clarity and accountability regarding customer belongings. Verbal arrangements will be formalised in line with the Decant Policy, agreed outcomes documented, and signed by both parties before works begin to reduce the risk of disputes
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
164
Stage 1 complaints were received between October and December 2025
100% of these were dealt with within our timescales
29
of the Stage 1 complaints went to Stage 2 between October and December 2025
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: