Monthly Performance

As part of our commitment to be open and transparent with customers, we’ve produced this new section of our website which contains all relevant information on our performance, from these monthly updates to our annual TSM scores and what we’re doing to improve. This should make it easy for you to see how we’re doing and compare with recent months.

If you have any feedback on our performance or questions, please let us know via communications@goldinghomes.org.uk

Our performance for August is shown below.

 

How we’re doing                                                                                                                                            

We’re pleased that overall customer satisfaction remains above target. Our average call waiting times were also back on track in August. We answered over 6000 calls with the average wait time down by 30 seconds, since July.

We continue to respond to all complaints within our target timescales. With 34 complaints responded to in August. You can find out more about how we’re performing in this area in our Annual Complaints Report.

Repairs completed on time and repairs customer satisfaction both improved in August. We’re working to bring these on target, analysing feedback from customers to inform improvements to our repairs service.

100% of our homes were meeting decent homes standard at the end of August. We continue to work to respond to any reports of damp and mould in our homes, this includes the introduction of video calling to improve our understanding and response times.