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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September 2024
Listen – Some customers told us they find Universal Credit and the migration process too confusing
Action – We've identified all new Universal Credit (UC) claimants and those likely to be migrating over to UC to tailor our communications with these customers. We’ve got an additional Income Advisor making personal contact with all these customers to make sure they have the support they need to pay their rent. We’ve also added more information on our website and a useful UC guidance tool.
Listen – Over 45% of customers that have completed our Customer Compass survey so far have told us that getting to their front door takes them longer. This could be linked to a disability or health condition.
Action – We’re introducing our new 'Door Knock Pledge.' Golding Homes colleagues and contractors will wait longer when we visit your home for an appointment, repair, or work, giving you more time to answer the door. Look out in November’s Home Matters for more information on the pledge.