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 it to be clearer what support is available to you and how we can tailor our services to your needs.
We did
We’ve launched our reasonable adjustments policy (here) detailing how we will make reasonable adjustments to give everybody an equitable outcome. We are committed to ensuring that customers who are disabled or vulnerable (through their life circumstances) aren’t at a disadvantage when accessing our services.
You said
You wanted reassurance that your personal information held in MyRaven was safe and secure.
We did
We’ve carried out a major security update to MyRaven, meaning MyRaven is now more secure than ever; helping to keep your information safe.
Stronger password protection – You’ll be asked to create a more secure password the next time you log in. Email log in codes – Each time you log in, we’ll send a code to your registered email address, to confirm it’s really you.
You said
You wanted better communication about gas repairs and servicing, especially relating to part availability and updates.
We did
We’ve worked with our gas contractor, SureServe, to:
- extend the regional office opening hours (the national call centre is still available out of hours)
- we have a SureServe manager who works from our Raven office to help with complaint resolutions
- we’re looking at options for better availability of parts for busy periods
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
230
Stage 1 complaints were received between January – March 2025
99% of these were dealt with within our timescales
32
complaints went to Stage 2 between January – March 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: