News

We are excited to announce that from Monday 12 July Golding Homes customers will begin to receive customer satisfaction surveys via our new text service as well as emails. This new service will provide you with a quicker and easier way to provide us with feedback on the services we provide.  

We want to embed customer engagement and drive continuous improvement in customer satisfaction levels across all services. That’s why we’re using the UK's leading tenant engagement platform  CX Feedback  to ask customers about our services and create a positive service experience for all. 

Terry Spillard, Assistant Director of Customers at Golding Homes said: 

“It’s important for us to truly listen and understand how our customers feel about our services so we can identify our strengths and weaknesses and put in place actions to address them. We want to build trust and understanding with our customers, so we improve our customer service and the perception of Golding Homes. 

“ Customers have told us they want to get involved more and prefer to feedback via surveys, so that’s why we’ve built a quick and secure way for them to do this.  Customers will be able to give us real-time feedback on our services from the comfort of their home or while on the move.” 

What will the surveys look like?  

All texts will have the Golding Homes brand and an introductory message relevant to the service received, so you can be reassured the text has come from us. We’ve kept the surveys short, so it should only take a couple of minutes to complete. Customers can opt out of surveying at any time by selecting the opt out option during their text conversation. 

We’ll be sending out transactional surveys following a service or contact with our team. For example, we will send you a survey within hours of when a repair has been done, either by text if we have your mobile number or by email.  

For more information on our new text survey service please email  engage@goldinghomes.org.uk