September 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 September is shown below.
How we’re doing
Our overall customer satisfaction dropped slightly in September but still remains on target at 84.1%. We’re pleased that the time it takes to answer your calls has reduced for the third month in a row and was below two minutes in September.
Repairs completed on time has improved this month, but we saw a slight drop in customer satisfaction. Our Repairs team are looking into this and are aiming to contact customers that are less than 50% satisfied with our service within 48 hours to resolve any issues.
Following customer feedback, we’re also working to strengthen our support around anti-social behaviour (ASB) by improving case management, prioritising proactive communication, and ensuring we’re visible and accessible when you need us.
