Our Tenant Satisfaction Measures
At Golding Homes, we work hard to deliver excellent customer service because we care. We’re pleased customers are recognising this with our satisfaction scores improving significantly this year.
We’re sharing our second year of Tenant Satisfaction Measures, so you can see how we’re doing. These tenant satisfaction measures (TSMs) were introduced by the Regulator of Social Housing in 2023. They’re a mix of perception scores based on customer views from surveys and management performance information which show how key services are doing. The TSMs allow you to clearly see how we’re performing and compare our scores with last year’s, as well as with other housing providers.
This year we increased the number of customers surveyed by our independent experts IFF-Research, with over 1000 customers taking part in the surveys. This has given us more valuable insight into how we’re doing and where you’ve told us we need to improve.
We’re sharing our scores for last year (April 2024 to March 2025) alongside our 2023/24 scores. You can read more about the methodology used for these surveys here.
What do our results tell us?
Over the past year, we’ve made significant strides forward in our improvement journey and we’re pleased to see this reflected in our TSM scores, with every measure moving in the right direction.
The majority of our customers are satisfied with our services with overall satisfaction up by 8.9% since last year. The people surveyed felt strongly that they are safe, respected and well informed. More customers felt their home is well maintained (up 7.4%) and seven out of ten customers are now satisfied with our repairs service.
We know there’s more to do and we’re making improvements in the areas which matter most to customers - repairs, customer service and neighbourhood management. We’re also continuing our investment in your homes with a further £23.5m investment before April 2026. Our plans are guided by your feedback and data, to make sure customers remain at the heart of our services.
You can read more about our 2024/25 TSM results and plans for this year under each of the headers below.
Thank you to all those who took time to give feedback, we’ll continue to listen and act on what you tell us.
| TSM No | TSM Description | 2023/24 | 2024/25 |
| TP01 | Overall customer satisfaction | 59.7% | 68.6% |
Keeping homes in good repair
Last year we invested just under £20m into improving our homes with new kitchens, bathrooms, windows, doors and more. This year we’re continuing to make homes better, by investing a further £23.5m into our existing homes. This means:
• 400 new kitchens
• 150 new bathrooms
• £1.5m of heating upgrades and boiler replacements
• 450 homes with new windows
• 600 new doors
• 60 new pitched roofs
99.9% of our homes meet the Government’s Decent Homes Standards* — the national standard expected of all landlords to keep homes in a reasonable state of repair.
Last year you told us you waited too long for repairs to be done, so we prioritised clearing overdue jobs and attending appointments on time. We’re now completing more repairs than ever on time, above target at 90.8% for March 2025. We’ve also reduced failed appointments by bringing in more resource in areas like carpentry. Our repairs co-ordinator team are helping with good communication, making sure you’re kept fully informed.
Making sure our repairs are good quality remains important, we now quality check 5% of our work via a post-inspection to make sure we deliver to a high standard.
Our focus for this year is to build on these improvements and continue to prioritise customers that need us. We’re aiming to move to a more proactive repairs service for you and your home.
| TSM No | TSM Description | 2023/24 | 2024/25 |
| TP02 | Satisfaction with repairs | 65.5% | 71.0% |
| TP03 | Satisfaction with time taken to complete most recent repair | 57.4% | 63.8% |
| TP04 | Satisfaction home is well-maintained | 59.2% | 66.6% |
| RP01 | Homes that do not meet the Decent Homes Standard | 0.04% | 0.1% |
| RP02 part 1 | Proportion of non-emergency responsive repairs completed within the landlord's target timescale | 54.0% | 62.3% |
| RP02 part 2 | Proportion of emergency responsive repairs completed within the landlord's target timescale | 67.0% | 92.2% |
*As at 31 March 2025
Maintaining building safety
Keeping you safe remains our number one priority, so we’re proud that 100% of the checks we legally make as your landlord, are up to date*. This includes gas safety checks, fire, asbestos, water and lifts. We’ll continue to work to maintain this.
We know feeling safe in your home is important, so last year we replaced 16 communal doors in our blocks to keep you and your home secure. We have plans in place this year to do a further 10 communal blocks. We’ve also recruited a locksmith to make sure repairs to secure doors and windows are completed quickly when you report them.
Last Autumn we talked to customers living in our tall buildings, with teams conducting both online and door to door surveys. We used this feedback to produce engagement plans to let these customers know how we’ll keep them updated, as well as improve our website information on fire safety.
We’ll continue to prioritise your safety and are establishing a new Building Safety and Quality customer panel this year. These customers will provide valuable feedback on all matters of safety and quality of our homes and buildings.
| TSM No | TSM Description | 2023/24 | 2024/25 |
| TP05 | Customers surveyed who believe their home is safe** | 69.2% | 73.8% |
| BS01 | Gas safety checks * | 100.0% | 100.0% |
| BS02 | Fire safety checks * | 100.0% | 100.0% |
| BS03 | Asbestos safety checks * | 100.0% | 100.0% |
| BS04 | Water safety checks * | 100.0% | 100.0% |
| BS05 | Lift safety checks * | 100.0% | 100.0% |
*On 31 March 2025 from management information (includes customers living in low-cost rental accommodation and low cost home ownership)
** Based on TSM sample survey of 1342 customers ( low-cost rental accommodation)
Respectful and helpful engagement
Keeping customers at the heart of everything we do is essential, so we’ll continue to involve you in our decisions and build trust by doing what we say we’ll do. We report regularly and engage with you on delivery of our corporate plan and key strategies, as well as how we’ve listened and acted on your feedback, both on the website and in, Home Matters.
You can find out more about the positive difference customers are making through our engagement groups here including reading our Customer Insight Group’s first scrutiny report.
We’ve listened to your feedback about us being visible on our estates, so in April 2025 we completed our first Big Door Knock. Over 200 colleagues including Directors and Board members visited over 1800 homes in just one day and talked to over 700 customers.
Our new fair access policy was introduced last year, shaped by over 400 customers. It aims to make sure we recognise and respond to your needs and provide equal access to our services. Through our customer compass survey we now know more about you and have listened, as a result we’ve:
· Introduced a door knock pledge to flag homes where a customer has told us they need more time to get to the door
· Improved services for customers with autism or learning needs by adapting our communications to be clear, respectful and do what we say we’ll do
· Began working towards accreditation with National Autism Society and trained colleague champions
· Improved understanding of dementia and how we can support customers and carers
This year we’re also starting our journey as part of the “Stop Social Housing Stigma” national campaign, with customer and colleagues workshops looking at how we can tackle this and improve our communications to champion our customers.
Find out more about how to get involved with us at Customer Engagement Opportunities | Golding Homes
| TSM No | TSM Description | 2023/24 | 2024/25 |
| TP06 | Satisfaction we listen to your views and act upon them | 50.1% | 59.2% |
| TP07 | Satisfaction we keep you informed about things that matter | 61.8% | 72.4% |
| TP08 | Satisfaction we treat you fairly and with respect | 71.6% | 77.0% |
Responsible neighbourhood management
We’re committed to being local and listening and out in your neighbourhoods helping to make a positive difference.
Last year we increased the size of our tenancy team (by 40%) (now neighbourhood team). Since then, we’ve moved to new ways of working, introducing our neighbourhood commitment on 1 April 2025. We’ve changed our teams using your feedback to make sure we have the right people in place to meet your needs and be visible in your communities.
Our neighbourhood advisor teams are the centre of this service. They’re ambassadors for your neighbourhoods and communities, responding to local need and queries regardless of tenure type and referring into specialist services where more support is needed. The new Safer Neighbourhood team will improve our response to anti-social behaviour (ASB), domestic abuse, tenancy fraud, access, and property condition. Our new Customer Support team will deliver services that support you to continue to live and thrive in your homes. This new team was set up in response to customer feedback as a simple one stop shop to access all our support.
Find out more on our new approach Neighbourhood Commitment | Golding Homes | Golding Homes
Your communities matter, so this year we’ll be undertaking even more activities, directly responding to the issues you care about. Our plans include more litter picks, estate inspections, housing hub events, as well as new ASB surgeries delivered by our Safer Neighbourhoods team in July and four more responsible pet days. You can find out when we’re in your area here.
We’ve working to keep our neighbourhoods clean and well maintained, with regular quality checks on our cleaning service. A trial of customer community champions who assess the service and give us real time feedback on our cleaning is working well. If successful we’ll roll out the use of customer champions to other neighbourhoods.
Our bulky waste team responded to 3631 reports of fly-tipping on our estates last year, removing 98.7% within their three working day target.
We’ve listened to customer feedback and knew our grounds maintenance services needed improvement. We brought in new contractor, Goulds, (from 1 April,) to deliver grass cutting and maintenance of communal spaces. It’s early days but this new agreement aims to deliver better value for money and improve service standards.
This year we helped deliver 22 community projects, working alongside local partners who’re making a positive difference. This ranged from connect benches which promote positive mental health, to soccer academies over school holidays and cookery courses to combat food poverty. Our sustainability advice service also supported 289 customers, including signing up to social tariffs and putting £31,280 of savings back into customers pockets.
| TSM No | TSM Description | 2023/24 | 2024/25 |
| TP10 | Satisfaction we keep communal areas clean and well maintained | 58.8% | 62.8% |
| TP11 | Satisfaction we make a positive contribution to neighbourhoods | 50.0% | 58.5% |
| TP12 | Satisfaction with approach to handling anti-social behaviour | 47.1% | 56.4% |
| NM01 (1) | Anti-social behaviour cases relative to the size of the landlord * | 22.0 | 30.4 |
| NM01 (2) | Anti-social behaviour cases that relate to hate incidents relative to the size of the landlord * | 1.1 | 0.6 |
*Calculated as the number of ASB cases per 1,000 homes (includes customers living in low-cost rental accommodation and low cost home ownership)
Effective handling of complaints
Satisfaction with complaints handling has been low across a number of housing providers, and as a sector we’re working hard to do better. We’re pleased to be moving in the right direction, improving our handling of your complaints and using these opportunities to learn and improve.
Last year we doubled the size of our complaints team as part of our commitment to delivering a better service. We also introduced a new policy and process to make it easier for you to let us know if we’ve got something wrong and quicker for us to put right. The team has changed the way we manage complaints, making sure we take a solution-focussed approach. They’ve worked hard to resolve older complaints and delivered a 100% response rate for stage one complaints over the last year.
We’re now more in line with our peers with an improved score of 35.6% for satisfaction with complaint handling. We know there’s more for us to do and we’ve introduced some ways to make sure we’re being open and transparent with how we’re performing, as well as embedding lessons learned across the organisation.
These include a new customer friendly complaints report, monthly reporting on response times and regular sessions with our Executive Team and business areas to help learn lessons and drive any changes needed.
Find out more on complaints here.
| TSM No | TSM Description | 2023/24 | 2024/25 |
| TP09 | Satisfaction with approach to handling complaints | 32.4% | 35.6% |
| CH01 (1) | Number of stage 1 complaints received per 1,000 homes | 74.3 | 64.8 |
| CH01 (2) | Number of stage 2 complaints received per 1,000 homes | 4.9 | 7.0 |
| CH02 (1) | Complaints responded to within Complaint Handling Code timescales (Stage 1) | 86.8% | 100.0% |
| CH02 (2) | Complaints responded to within Complaint Handling Code timescales (Stage 2) | 72.2% | 100.0% |
What next?
We’re committed to being local, listening and acting on your feedback. We’re making a positive contribution to our neighbourhoods and investing in our homes and services.
We want all our performance information to be transparent, fair and accessible. We’re already using your feedback to learn and improve our services alongside our monthly performance information and we’ll continue to share this.
You might be contacted by our independent experts, IFF-Research, who are completing surveys over the phone and online (via e-mail invitation) for this year's (2025/26) Tenant Satisfaction Measures. We’d be very grateful if you could give a little of your time to share your views with them. You can find more about this process including some Frequently Asked Questions here.
If you've any questions about the survey or would like to give us feedback you can do so by e-mail to engage@goldinghomes.org.uk