Complaints Annual Report
We’re proud to have a culture that’s open to complaints and learning from your feedback. We know that sometimes things don’t go as planned. When that happens, we see it as an important opportunity to listen, put things right, and learn for the future. Every complaint helps us understand where we can improve and make changes that benefit all our customers.
We report annually on complaints and the service improvements we're making in response. Please find our Complaints Annual Report 2024-25.pdf [pdf] 6MB which also includes our Boards response.
Previous complaints reports
Complaints 6 Month Report 2024.pdf [pdf] 6MB
Complaints-Annual-Report 2023-24 with Board statement.pdf [pdf] 595KB
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Our Board response 2024-25
The Member Responsible for Complaints, Lisa Fotheringham is a member of the Board and a member of the Customer Experience Committee. Lisa has direct contact with the leadership team and Customer Resolution Team who meet regularly to review performance.
Lisa said:
"Over the past year, Golding Homes has made significant strides in enhancing the complaints handling processes, driving the commitment to transparency, accountability, and continuous improvement.
The move to centralise the customer resolution team last year has been instrumental in reducing the volume of outstanding complaints by over a third, demonstrating Golding’s dedication to resolving issues promptly and effectively.
Golding’s adherence to the Housing Ombudsman Service (HOS) Code, reflects its commitment to best practices in complaint handling. The team have conducted thorough reviews of the Ombudsman’s ‘spotlight’ reports, performing gap analyses to align Golding’s services with the highest standards.
Recognising the importance of learning from feedback, the team has embedded a framework to ensure that complaints lead to tangible service improvements. This proactive approach has been pivotal in addressing recurring issues and enhancing overall customer satisfaction.
While Golding acknowledges areas needing further improvement, the progress achieved this year is a testament to the hard work and dedication of the teams involved. Golding remains steadfast in its mission to provide excellent service and to use every piece of feedback as an opportunity to grow and better serve its customers.”