Delivering our Customer Strategy - Year One Review

Delivering our Customer Strategy - Year One Review

Delivering on Our Customer Strategy: A Year of Progress and Future Priorities  

A year into our three-year Customer Strategy (2024-26), we’re excited to share our progress and next steps. Thanks to your feedback, we’re making a real difference and remain committed to delivering excellent service.

Year One Achievements  

Over the past year, we’ve made significant progress in delivering on our six key priorities:  

1. Making It Easy  

  • Launched the Golding Connect project to improve first contact resolution. 
  • Updated our Repairs Policy to make sure response times meet customer needs. 
  • Improved the way teams record information to help make sure customers can get updates and answers from our Customer Services Team easily. 
  • Established a new Repairs Management Structure and recruited more Operatives to improve the service and get repairs completed more quickly. 

2. Preventing and Supporting  

  • Recruited more people to make sure we use data and information to proactively support customer who might need financial assistance and help with fuel costs. 
  • Created a new Advisor to support our older customers, and carried out surveys and home visits to make sure we understand the needs of our older customers to support the development of a new Older Persons Offer. 
  • Improved community investment programmes based on customer feedback targeting local areas and your priorities. 
  • Agreed a new Fair Access Policy and trained colleagues to recognise and support where customers need us to tailor our services based on need.

3. Local and Listening  

  • Trialled new ways of working in our high demand blocks and designed a Neighbourhood Model to improve local services and create a specialist team to support customers experiencing Anti-Social Behaviour, set to roll out in April 2025. 
  • Improved our engagement with local Councillors and key partners to make sure we work together to meet your needs. 
  • Developed a Homeowner Offer to make sure homeowners receive a better service. 

4. Getting It Right  

  • Trained colleagues to improve written and verbal communication.
  • Published new Tenant Satisfaction Measures(TSMs) and launched the Closer to Home campaign to be clear that we’re listening to feedback and acting to improve. 
  • Improved complaints handling with more resource and training, resulting in better performance. 

5. Valuing Everyone  

  • Established a group of ‘EDI Allies’ to make sure we’re considering equity and diversity in all we do, rolled out Dementia and Autism training, and improved the way we assess our policies to make sure fairness for all. 
  • Improved our domestic abuse support services, with a new recording system and training for colleagues. 

6. Data-Led Approach  

  • Expanded our use of data to make sure we put the right resources where they’re needed most.
  • Progressed our Customer Compass project to enhance our understanding of customer needs.

 

Looking Ahead: Our Priorities for the coming year  

Building on our achievements, we’re committed to making further improvements in areas that matter most to our customers. Our key priorities for the next year include:  

  • Advancing our Golding Connect project to improve digital services and first-contact resolution. 
  • Embedding ‘Local and Listening’, our Neighbourhood Model to improve our housing and community management services 
  • Implementing the Golding Response Repairs Improvement Plan. 
  • Strengthening customer feedback processes to make sure we always listen and act on what we hear. 
  • Launching the next phase of Think Shirley, a customer service toolkit to build trust. 
  • Improving how we check the quality of our work  
  • Developing Neighbourhood and Estate Plans for targeted investment. 
  • Introducing a Social value-funded handyman service to support customers in need. 
  • Completing the Customer Compass Silent Voices Project to better understand under-represented customer groups. 
  • Delivering the Big Door Knock initiative to enhance direct engagement. 
  • Demonstrating how we listen and act on customer feedback, ensuring transparency. 

Thank You for Your Support   

Our progress over the past year has been made possible through the invaluable feedback and engagement of our customers. As we move into the second year of our strategy, we remain committed to delivering services that are responsive, customer-focused, and continually improving.  

We look forward to working with you over the next year to make sure we continue to make a positive impact. Keep an eye on this website for regular updates and opportunities to share your views.