We’re committed to listening to customers and acting on feedback
We’re committed to listening to our customers and acting on your feedback. We take your comments, complaints, survey feedback and compliments seriously.
We aim to “Listen and Act” and will be regularly updating you with what we’re doing to make improvements to our services.
Please see below for examples of how we're listening and acting on your feedback.
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February 2024
Listen – Customers were facing longer waiting times on email responses when using our help@goldinghomes.org.uk address
Act – We've now stopped our colleagues from sending emails to this address so that our Customer Services team can focus on responding to your emails. This has contributed to more efficient management of email and quicker responses for customers.
Listen – Customers were expressing frustration at defects in their new homes that persisted beyond the first year, despite being raised early on with the developer and our commercial team before the end of the warranty period.
Act – We've put lots in place to prevent defects going past the one-year warranty period, including calling, emailing and sending out two new surveys to customers. We ask customers to raise all defects they notice before the end of the defect inspection, giving the developers more time to rectify these issues. Developers have 28 days to complete routine defects in the warranty period. This is helping to increase customer satisfaction.