Monthly Performance

December 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) 80.8% versus 80% target Customer requests responded to within 5 working days 92.1% versus 100% target Complaints responded to on time 100% versus 100% target Average call answering time 3.00 mins versus 3.30 mins target Repairs customer satisfaction 85.3% versus 82% target Repairs completed on time 82.8% versus 85% target Homes that meet Government decent standard 99.99% versus 100% target Sustainable homes with EPC rating of C or above 71.9% versus 80% target

 

How we’re doing  

We're pleased to report that our repairs satisfaction is performing well for December and is over target for the first time since September 2024. Repairs completed on time has also continued to improve, currently up to 82.8%, inching closer to our target of 85%. This is good news especially over the winter period when we have a higher volume of repairs and maintenance requests. We’ve employed four more multi-trade operatives to help with this extra demand and make sure you’re not left waiting for repairs. 

Our call answering times are still within our three-minute target, with further improvements made in January with the introduction of our brand-new customer contact system. This is part of our ongoing plan to improve services via our Fit For Future change programme. You can read more about this latest change here. 

We’ve maintained our performance in our decent homes standard at close to 100% and are continuing to work with customers to gain access to the final homes to assess and carry out essential work. We’ve got plans in place to improve the sustainability of our homes, delivering an EPC (Energy Performance Certificate) rating of C or above in 80% of our homes by the end of the financial year and have recruited a new contractor to help us achieve this.

  

December performance stats

Older articles