Monthly Performance

December 2025 Performance

Posted

As part of our commitment to be open and transparent with customers, we’ve produced this new section of our website which contains all relevant information on our performance, from these monthly updates to our annual TSM scores and what we’re doing to improve. This should make it easy for you to see how we’re doing and compare with recent months.

If you have any feedback on our performance or questions, please let us know via communications@goldinghomes.org.uk

Our performance for December is shown below.

Overall customer satisfaction (affordable and social rent) 88.1% versus 84% target Average call answering time 3.30 minutes versus 3.00 minutes target Customer requests responded to within 5 working days 94.6% versus 100% target Complaints responded to on time 100% stage one, 100% stage two versus 100% target Repairs completed on time 94.3% versus 90% target Repairs customer satisfaction 87.1% versus 85% target Homes that meet Government decent homes standard 100% versus 100% target Sustainable homes with EPC rating of C or above 79.3% versus 85% target

How we’re doing                                                                                                                                            

We’re pleased that overall customer satisfaction remains above our target of 85% for December at 88.1% which is the highest it’s reached this financial year.

Although average call wait times increased slightly over the festive period, taking us just outside our target, work is underway to improve this and bring performance back on track in January.

We're really pleased to see a month-on-month improvement within our repairs service. December saw the highest percentage of repairs completed on time this year, alongside the highest customer satisfaction rate.

If you've got any feedback on our performance or questions, please let us know via communications@goldinghomes.org.uk 

 

Our performance for December 2025

 

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