We’re committed to listening to customers and acting on feedback
We’re committed to listening to our customers and acting on your feedback. We take your comments, complaints, survey feedback and compliments seriously.
We aim to “Listen and Act” and will be regularly updating you with what we’re doing to make improvements to our services.
You can also find updates on how we're delivering our corporate plan and key strategies and more information on our get involved pages about the difference customers are making through our regular customer engagement activities.
Please see below for examples of how we're listening and acting on your feedback.
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October 2025
Listen: You asked us to prioritise affordable warmth through the responses we had to our asset management consultation.
Act: We've launched our Home Energy & Water Advice Service which is helping customers save on average £355 each per year. Find out more on our Home Energy & Water Advice page.
Listen: You've told us you’ve felt frustrated at the delays in updates for repairs being completed by our contractors.
Act: We've launched our new contractor portal which means if you're a MyGolding portal user you can now see notes and appointment dates for jobs passed to 11 of our repairs contractors. Our Customer Services Team can also access this information and use it to update customers at first point of call.