October Performance
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 October is shown below.
How we’re doing
We’re pleased to see call waiting times come down this month, much closer to target. We’re working hard to keep this going as requests increase over the busy winter period, which has included standardising our opening times from 8am to 5pm so we have more Customer Services Advisors available during the busiest periods to respond to your requests.
Overall satisfaction and repairs satisfaction are both down slightly which is to be expected as the cold weather comes in and volumes of jobs increase. But we remain close to target for both of these and are pleased to see the ongoing improvement in attending to repairs on time, up 10% since August.
Our Customer Resolution Team continue to build a positive culture of listening and learning from complaints. This starts with always responding to a complaint within our target timeframe of five/ten working days. Our new team has done this consistently for the past seven months for 100% of our complaints. They not only focus on working with customers and colleagues to put things right, but making sure any learning is fed back, so we can change and continue to improve the way we do things.
Our Energy Performance Certificate or EPC score of homes rating C or above is not currently on target. We know this is important to customers with rising energy costs and work is ongoing to deliver energy improvement works to 500 homes to reach a C rating. Over 100 homes are also being invested in with funding from the Social Housing Decarbonisation Fund to provide heat pumps. Together this work will help us move closer to our target by March 2024.
