• You said, we did

    You said, we did

    Keeping our promises

    Golding Homes is committed to listening to our customers and acting on your feedback.

    Our Performance

You said, we did

We take your feedback through complaints, surveys, and compliments seriously. Our ‘You Said, We Did’ feature details what we have done to improve our services to you, over the last year.

  1. You said, we did August 2021

    • You said: You don’t like our “hold” music on our telephone system as you find it irritating before you get to speak to a Customer Services Advisor.  
    • We did: We switched our hold music to something a bit more soothing. Let us know what you think. 
  2. You said, we did July 2021

    • You said: We were not always effective at dealing with ASB complaints and getting a resolution for victims.
      We did: Worked in partnership with the local authority to train our staff with the tools to be able to issue Community Protection Warnings to customers that commit anti-social behaviour. Breaching this warning can lead to the issue of a Community Protection Notice and sanctions including fines or court hearings
    • You said: You wanted to see more of us out in your communities.
      We did: Kicked off our "in your neighbourhood" initiative this month which will see us visit four estates before the end of September.
  3. You said, we did June 2021

    • You said: You want to get more involved and prefer to feedback via surveys.
      We did: Launched a new text survey service this month which allows customers to give us their feedback quickly and simply from their mobile devices via text or e-mail.
    • You said: Our market rent customers had to wait a long time for a response to faulty or broken white goods.
      We did: We’re working with a new white goods supplier. This has reduced the wait time for market rent customers affected by faulty or broken white goods installed in their homes, and an improved customer service.
  4. You said, we did May 2021

    • You said: We need to be quicker at answering your calls.
      We did: We are recruiting two Senior Customer Service Advisors to support our team. They will support our colleagues, smoothing out workloads and enabling the team to take your calls more quickly.  
    • You said: You said that you’re ready to have the non-urgent repair work that arose during the long period of lockdown completed, now that many of us are feeling more confident in having tradespeople in our homes.
      We did: We have invested in hiring a team of operatives and job planners to help clear the backlog and help us to get back on track. Together they have completed over 700 outstanding jobs with more progress being made daily.
  5. You said, we did April 2021

    • You said: While you appreciated parking enforcement on our properties being suspended whilst people were at home during the Coronavirus lockdown, you were concerned that emergency vehicles might struggle to pass where some people were parking recklessly.
      We did: We reintroduced parking enforcement on all our estates from 19 April 2021. This should help to keep verges clear and enable both emergency and refuse vehicles to pass safely.  
    • You said: When our operatives attend your property to complete a repair, they sometimes leave with other parts of the repair still to be completed, but without your knowing when that will happen.
      We did: We have now instructed all our operatives to give our customers a quick round up of the work completed, and details of what still needs to be done (if anything) before they leave you. If more work is required, they will book this in then and there.  This should make you better informed of progress and when the next stage of the repair will be done.
  6. You said, we did March 2021

    • You said: While you appreciated parking enforcement on our properties being suspended whilst people were at home during the Coronavirus lockdown, you were concerned that emergency vehicles might struggle to pass where some people were parking recklessly. 
      We did: We reintroduced parking enforcement on all our estates from 19 April 2021. This should help to keep verges clear and enable both emergency and refuse vehicles to pass safely.  
    • You said: When our operatives attend your property to complete a repair, they sometimes leave with other parts of the repair still to be completed, but without your knowing when that will happen. 
      We did: We have now instructed all our operatives to give our customers a quick round up of the work completed, and details of what still needs to be done (if anything) before they leave you. If more work is required, they will book this in then and there.  This should make you better informed of progress and when the next stage of the repair will be done
  7. You said, we did February 2021

    • You said: You've been waiting a long time for Occupational Therapy assessments from local authorities
      We did: We are working with an independent company to carry out these assessments to help speed up the process for our customers. Customers can make a request for an Occupational Therapy assessment by contacting us on 0300 777 2600 or emailing  help@goldinghomes.org.uk 
    • You said:  When you end your market rent tenancies with us there is some confusion around the rights and responsibilities that you have at that time. This sometimes led to multiple telephone calls and emails as you tried to work out what you needed to do, or what we could do for you.
      We did: We have now added an important step to our procedure when you end your market rent tenancy. From now on we will contact you directly when you give notice, and have a full discussion with you, making sure that you understand the next steps, and how we can best support you.
  8. You said, we did January 2021

    • You said: you wanted to be kept more informed of the progress when you apply for a mutual exchange. It can be a long process, and regular updates really help to provide reassurance that progress is being made.
      We did: introduced a system called Swaptracker, an online digital dashboard that keeps you informed of progress, and any actions you need to take. It also allows you to send in documents digitally, avoiding postal delays, and is Covid secure
    • You said: you've been struggling to get through to us by telephone
      We did: employed another member of Customer Service staff to provide additional cover during peak periods, helping you to get through to us when you need it.  
    • You said: some of the open green areas around our estates are looking tired and that you’d like to see some planting. Also, in areas where there are no green open spaces, you’ve asked for some raised planters to bring in some colour and to make the areas more attractive and welcoming.
      We did:  a pilot project to transform some of our wider green areas by sowing natural wildflowers. These areas will be monitored, but we hope to see them bloom, attracting bees and other insects. In other areas where there is no green space, we will plant flowers and plants in raised beds. This is a pilot scheme that, if successful, we hope to roll out further to other areas. Planting will begin from mid-March to make sure that the last of the hard frost is past. Let us know what you think if you do see any of these areas.
  9. You said, we did December 2020

    • You said: We are not keeping you up to date on open ASB cases.
      We did: We are now giving regular updates on each open ASB case, so you always know what is happening and what's next.
    • You said: You are not happy with the grounds maintenance service.
    • We did: We’ve been speaking to our contractor to improve the quality of their service, as the outside of your home is important to both you and us.
    • You said: You are not satisfied with our repairs service.
      We did: We will be taking over this service in April 2021 but in the meantime, we are getting extra hands on deck to help resolve complicated or longstanding repair matters.
    • You said: You wanted to interact with us digitally and have online access to your account and logging repairs.
      We did: Introduced our new MyGolding portal where you can log in, look at your account, make payments, and raise repair appointments.
    • You said: You wanted to engage with us through surveys about our services.
      We did: We are now sending out regular emails to ask you how your customer experience was and using that valuable information to keep on improving what we do.
Total results: 9