Monthly Performance
April 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 April 2026 is shown below.
How we’re doing
At the start of the year, we carried out customer consultation on our new Corporate Plan, Better Together with our Customer Voice Panel (CVP) and wider customers. A total of 275 of you responded and let us know what you thought about our priorities, service expectations, repairs delivery and performance transparency. Based on your feedback we’ve kept some of the existing performance measures and included some new figures into our monthly reporting. This includes measures on: ASB cases reported, overall compliance and the number of days to investigate damp and mould hazards. These three new measures won't have arrows this month telling you if performance is reducing or improving — we'll be including these in May's performance figures.
We’re encouraged that overall satisfaction was just under our new, increased target, at 86.5% (87% target) for April 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 reduced significantly in April to 1 minute 29 seconds, well under our target to answer your calls within 2 minutes, 45 seconds.
One way we monitor ASB, is by the number of cases reported to us. We saw a reduction in cases reported per 1,000 homes during April. Although this remains higher than other landlords it’s reflective of the engagement work we’ve been doing to encourage you to report ASB. Once reported, we agree action plans with customers and keep them informed until appropriate signposting and / or resolutions can be made.
To make sure our damp and mould processes are compliant we capture how long it takes to investigate D&M cases that are outside of Awaabs law timescales. Currently we’re above our target of 10 working days and are committed to reducing that by working with customers to make sure we can complete our visits within timescales.
The average investigation time for damp and mould hazards was higher in April, partly due to delays in being able to carry out some property visits. Where visits could take place promptly, investigation times were significantly shorter (on average 6.7 days).
The new overall compliance measure includes six areas – gas, water, asbestos, fire, lifts and electrics. April’s figure was mainly impacted by electrical safety certificates. In some homes, additional works or follow-up visits are needed before certification can be completed. We’ve increased resource to help bring this back on track by the end of June 2026.
Customer safety is our top priority and we’re working hard to improve these safety performance measures.
