July 2026 Performance
As part of our commitment to be open and transparent with customers, we’ve produced this 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 July 2026 is shown below.
How we’re doing
Our performance throughout July was more mixed than in previous months, although we ’ve demonstrate d strong performance in key operational and safety areas which provides assurance that important services continue to be delivered effectively.
Call answering times improved further to 1 minute 17 seconds, helping customers access services more quickly. Performance also remained strong across a number of key safety and property measures, including full compliance with water safety, lift safety and fire risk assessments. We had one issue with gaining access to a property to complete a gas check and a delay in receiving a small number of asbestos certificates in July. We’re working with contractors and customers to be fully compliant in these areas in August.
We’ve seen a dip in overall customer satisfaction across our customer facing services during July to 80% . We’re monitoring this closely and will be acting on feedback .
Complaint response performance improved slightly to 98.8%, although it remains below our expected standard of 100%. The average time taken to investigate damp and mould concerns increased to 16.9 days, above our 10-day target, reflecting a small number of cases that took significantly longer to complete. We continue to focus on responding to concerns as quickly as possible and working with customers to achieve access to properties.
We remain focused on the areas requiring improvement and on delivering better outcomes for customers.
