Our customer service to you
You are very important to Golding. Going forward we are going to share with you how and what we are doing to be outstanding at customer service.
Nothing is more important to us than hearing what you have to say and making improvements to our services.
The graphic below shows our performance in November 2020. This should give you a clear picture of how we are doing against our customer service standards. You can also download a copy of this by clicking the link: Customer Performance November 2020 [pdf] 221KB
We want to show you we are listening to you, and that we take your feedback through complaints, surveys, and compliments seriously. Here is a 'You said, we did' section to show you what we have done.
You said, we did
- You said that we are not keeping you up to date on open ASB cases.
We are now giving regular updates on each open ASB case, so you always know what is happening and what's next.
- You said you are not happy with the grounds maintenance service.
We have been speaking to our contractor to improve the quality of their service, as the outside of your home is important to both you and us.
- You are not satisfied with our repairs service.
We will be taking over this service in April 2021 but in the meantime, we are getting extra hands on deck to help resolve complicated or longstanding repair matters.
- You said you wanted to interact with us digitally and have online access to your account and logging repairs.
We now have our new MyGolding portal where you can log in, look at your account, make payments, and raise repair appointments.
- You said you wanted to engage with us through surveys about our services.
We are now sending out regular emails to ask you how your customer experience was and using that valuable information to keep on improving what we do.