Monthly Performance
March 2026 Performance
As part of our commitment to be open and transparent with customers, we’ve produced this 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 2026 is shown below.
How we’re doing
We’re pleased that overall satisfaction was above our target at 85.1% (80% target) for March 2026. We ended the financial year at 85.4% which is an improvement of 3.4% compared to 2024/25
The average call wait time increased slightly in March but we’re still within our target to answer your calls within 3 mins. On average throughout 2025/26, calls were answered within 2 minutes 35 seconds, down from 4 minutes 12 seconds in 2024/25.
Over 15,000 customer requests were made in the last financial year (April 2025 – March 2026), and we responded to 92.5% of these within 5 working days in line with our customer offer.
All stage 1 complaints were answered on time in 2025/26 and out of the 73 stage 2 complaints responded to, just one fell outside of our timescales.
Repairs completed on time improved significantly over the course of the year. Our year end performance was 89.8%, up from 71.5% last year. Whilst transactional performance is strong, we’re continuously aiming to improve our repairs service.
If you've got any feedback on our performance or questions, please let us know via communications@goldinghomes.org.uk
