Collecting tenant feedback was never Raven's problem — making sense of it was. Here's how Raven Housing Trust stopped drowning in spreadsheets and spent its time driving tangible improvements instead.
Raven Housing Trust collected extensive tenant feedback but struggled with information overload. Analysing it by hand in Excel ate time that could have driven improvements and risked insights being overlooked — and the team still couldn't see what truly drove tenant satisfaction beyond the headline scores.
Raven had no shortage of tenant feedback. The problem was what to do with it: making sense of it all meant hours of manual analysis in Excel, time that could have been spent acting on what residents were actually saying.
The manual approach was slow and risked overlooking insights buried in the volume. And while the team could see their satisfaction scores, they couldn't easily see what was driving them — which made it hard to know where to focus to make the biggest difference.
The solution
Wordnerds gave Raven deeper analysis in a fraction of the time — and turned it into a clear, prioritised picture of what to act on.
Deeper analysis, far less time
Implementation was straightforward and self-service, with no IT involvement required — producing stakeholder-ready reporting without the manual effort that came before.
Categorised insight with sentiment
Top themes were broken down into the specific issues behind them and scored from positive to negative, so the team could see not just what residents mentioned but how they felt about it.
Prioritised actions
The biggest drivers of dissatisfaction were surfaced alongside improvement recommendations and clear visual reporting — pointing the team straight to the highest-impact work.
The impact
Less time analysing, more time demonstrating change
With analysis time redirected to strategic improvements, Raven's team can focus confidently on the highest-impact actions. Monthly infographics now drive accountability through the 'Every Interaction Matters' campaign — complete with internal competition for positive sentiment — and service-improvement planning has become genuinely data-informed.
Instead of spending hours preparing the data, the team now spends that time acting on it — focusing confidently on the changes that will move the needle most for residents.
Monthly infographics keep the whole organisation accountable through Raven's 'Every Interaction Matters' campaign, which adds a friendly internal competition for positive sentiment. Service-improvement planning is now informed by what residents actually say, and the team is exploring two further proof-of-concept projects to build on the approach.
About Raven
Raven Housing Trust is a social housing provider based in Redhill, Surrey, managing approximately 7,000 homes.
Its mission — "building homes and changing lives" — puts understanding and acting on residents' feedback at the heart of what it does.
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