Monthly Performance

March 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 March is shown below.

Overall customer satisfaction (affordable and social rent) 84% versus 80% target Average call answering time 1.32 mins versus 3.30 mins target Customer requests responded to within 5 working days 95% versus 100% target Complaints responded to on time 97.5% stage one and 83% stage two versus 100% target Repairs completed on time 90.8% versus 85% target Repairs customer satisfaction 83.6% versus 82% target Sustainable homes with EPC rating of C or above 76% versus 80% target

 

How we’re doing                                                                                                                                                  

We’re pleased that our average call wait times are the lowest they’ve been this financial year at 1 minute 32 seconds. This show the improvements that Golding Connect our new customer contact system is helping us to deliver, making sure we’re answering your calls quickly and communicating with you in the most efficient ways. We’re also happy to report that our repairs completed on time has continued to improve and as of March we were on target at 90.8%, which is the highest it's been.  This year we’ve focused on improving our repairs by managing our appointments better and reducing the number of outstanding repairs we have.

  

Our performance March 2025

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