Digital Influencers

Our Digital Influencers group are customers who volunteer to share their insights on our digital services, which are being improved through our Golding Connect project. The project aims to deliver a modern, reliable and fit for the future solution which will allow us to improve our digital offer, with multiple channels for customers.   

The group consists of a mix of customers who are comfortable using digital services, together with customers who feel they need more training and support to help get them online.  

The group has met three times in 2025 to discuss:    

  Customers have shared useful feedback so far, here’s what we’ve heard and the actions we’re taking.

Listen - Some customers would like to engage with us more digitally, but don't have the skills and confidence to do so. How can we highlight the free digital skills training on offer with more customers?

Act - We’re boosting promotion of our free digital training sessions via our newsletter Home Matters and on social media. We’ve produced some leaflets showcasing the training and support on offer, which colleagues are sharing with customers during their neighbourhood visits.  

We’re also providing full day training in two of our OPAL schemes, Shepway Court and Rycault Court later this summer. If you’d like to find out more on the free training on offer, please email community.investment@goldinghomes.org.uk  

Listen - Digital self-service can provide opportunities for quicker responses and improved signposting, often at a time more convenient for customers. The group would like to hear more about any new functionality we’re introducing as part of improving our digital services.

Act - We’ll demonstrate and where possible test new digital tools, like Chat Bots, with this group at future meetings. We’ll use their feedback to inform our plans and communications around these changes. 

Listen - Customers want reassurance that we’ll continue to offer phone service through our Customer Services number and that when they call, we’ll answer promptly and professionally. 

Act - We know some of our customers don’t want to engage online and would prefer to talk to us. We understand and are committed to answering your calls quickly and providing you with good customer service, however you choose to get in touch. We’ll continue to promote all methods of contact consistently across our channels of communication.

Listen - Many customers use our My Golding customer portal, but as we add new features, including making changes so customers can cancel and reschedule repair appointments, can we ensure a digital receipt is generated? This will give customers confidence that their request has been received and will be actioned. 

Act - We already provide a digital receipt when a payment is made and when new features are introduced, we’ll look to build this requirement into any future changes so customers always receive this reassurance.

You can find out more about the many different ways you can get engaged and give your feedback here.