News

You told us your top priorities are building safety, better repairs, improving homes, fair access and communication. These sit within our three corporate plan objectives: excellent customer services; safe, sustainable homes and communities; and being an efficient, high performing organisation.  

How we’re doing at a glance (April to August 2025) 

On track – we’re aiming to maintain this good performance 

• Overall customer satisfaction: 84.7% (target 84%)  
• Customer service satisfaction: 87.9% (target 86%)  
• Complaints responded to on time: 100%  
• Decent Homes Standard: 100% of homes meet the standard  
• New homes: 58 delivered year-to-date; currently forecast 169 this year (above our target of 142)  

Close to target  - we’re monitoring to get this to target 

• Repairs completed on time: 86.9% vs target 90%—a significant increase from last year and improving month on month  
• Void loss* (this refers to rental income not being collected while homes are empty and being prepared to relet): 1.0% vs target 0.8%—on target in July and August and improving  
• Electrical safety checks (EICR): 99.67% of homes have had a valid electrical check within five years—access to the final homes is our focus.  

*The void loss figure excludes long-term management properties. 

Needs improving - we’re taking action to do better 

• Repairs satisfaction: 82.2% vs 85% target—rising in July and August  
• Void turnaround (time taken to prepare our empty homes for relet): 65 days for minor (35 target) and 110 days for major (58 target)—improving as we clear the backlog and add capacity in-house and new ways of working  
• Home condition surveys up to date: 96.5% of our homes have had a survey in the last five years (target is 100%)—we have new surveyors in post to get back on track.  
• Anti-social behaviour (ASB) satisfaction: 35%—new monthly quality checks are taking place to improve case handling.  

Changing our services 

Safe, healthy and energy efficient homes 

• We’ve redesigned our damp and mould service in line with new legislation. We went live on 22 September 2025 with new processes, tools and clearer customer communications to respond faster and keep you informed.  
• Damp & mould cases. We’ve focussed on reducing older cases and making sure all complex cases have dedicated surveyor oversight. 
• Warm Homes. We’re progressing energy upgrades so more homes achieve EPC C or above—currently 78.6%, with a plan to reach 85% by March 2026 in line with our ambitions for warmer, greener homes.  

Repairs: doing the basics brilliantly 

• Certainty on next steps. Operatives now book any follow on work before they leave your home to give you certainty on next steps.  
• Preparing for winter demand. We’ve seen over 1,100 more repair requests than the same time last year; we’re analysing this and planning resources so performance stays strong over the colder winter months.  

Neighbourhoods, fairness and communication 

• Safeguarding. 200 safeguarding cases raised since April this year—this figure is due to earlier identification supported by better training and systems. Our neighbourhoods team continue to respond to these as a priority. 
• Fair access. We use data and customer insight to tailor services so outcomes are fair for everyone, reflecting your strong support for fair access and better communication in the consultation.  
• Digital options. Online payments, improved features to our customer portal (MyGolding) and video calling in key services make it easier to get help in the way that suits you.  

New and improved homes 

• Investing in existing homes. Planned works are progressing toward completion by March 2026. Over 2,000 of our homes are benefitting from £23m of investment, prioritising safety and quality as set out in the Asset Strategy.  

How your voice shapes what we do 

Our Year 3 Plan was codesigned with customers, with 516 responses to the priorities consultation in February 2025.  

You backed the focus areas—98 to 97% support for building safety, better repairs and improving homes—so that’s where we’re investing time and resources. We’ll keep reporting progress quarterly in newsletters and online. Keep having your say. 

Your feedback helps us improve. Tell us what’s working and what needs to improve—through the Customer Voice Panel, surveys and local events—so we can keep making services better and fairer for everyone. Find out more and Get Involved | Golding Homes | Golding Homes