Complaints Annual Report

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:

"This has been a strong year for complaints performance at Golding Homes; with clear evidence Golding are learning from feedback and improving services as a result. I’m particularly pleased to see a reduction in stage one complaints, alongside an increase in customer satisfaction and continued high levels of compliance with response times, which reflects the hard work and focus of teams across the organisation.

While there’s been an increase in stage two complaints, this is being actively addressed through strengthened quality assurance and a sharper focus on getting responses right first time. Importantly, the insight from complaints is being used to drive meaningful service improvements, particularly in key areas such as repairs, damp and mould, and neighbourhood management.

Golding continue to maintain a positive relationship with the Housing Ombudsman, with no findings of severe maladministration and learning from determinations embedded into service improvements. This provides assurance Golding is taking the right approach, while remaining open and transparent where things have not gone as expected.

As Member Responsible for Complaints, I’m assured there is a compliant and effective complaints framework in place, and Golding is committed to continuously improving the experience for customers."