October 2025 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 October is shown below.
How we’re doing
We’re pleased to report our overall customer satisfaction is above target at 86.7%, the highest it’s been this year. We’re continuing to focus on listening and acting on what customers tell us via feedback surveys and through our engagement groups to drive service improvements.
The average call wait times remain under two minutes and just over 95% of customers this month had enquiries responded to within our promised five working days, as outlined in our Customer Offer.
Over 90% of repairs were completed on time in October, which is reflected in our increasing satisfaction score for repairs. We’re working hard to continue this trend, as well as respond to the high demand for repairs. Over 1800 more jobs have been reported compared to last year in the same timeframe, so maintaining high satisfaction and reaching our target remain a key focus.
We are 100% compliant with the governments decent homes standard and continue to invest in our homes through our asset plan. We’re also aiming to have 85% of our homes at EPC (energy performance certificate) rating of C or above by the end of March 2026, this will positively impact customers in terms of energy consumption and energy bills.
