Our June 2024 performance
How we’re doing
We’re honest and open about how we’re performing each month. We’ve listened to your feedback through surveys, complaints, compliments, calls and at events to understand what you want to know about our services.
As a result, we’re sharing new monthly performance information with you. You told us you wanted information on our targets and whether we’re improving or not, for each measure. If we’re falling short in any area, we’ll let you know how we’re working to put that right.
Our performance for June is shown below. We hope this information is easy to understand. Please let us know what you think. You can send any feedback or questions on this to communications@goldinghomes.org.uk
What do June’s performance figures tell us?
We’re pleased to see repairs satisfaction rising in June, this is in line with positive feedback we receive about our operatives and the professional job they do in your homes. Our priority is to improve how quickly we get your repairs completed. We’re bringing in a new team dedicated to clearing the backlog of repairs and to make sure going forward we complete repairs on time. You can read more on this here.
We remain just under our 80% target for overall customer satisfaction with our services and are confident of achieving this.
Our call waiting time remains higher than our target of 3 ½ minutes. This months’ scores have been impacted by some absence in our Customer Services Team and we’re working hard to get better at answering your calls more quickly. Plus we now offer every customer the option for a call back the same day, to prevent you having to wait on the line to talk to us.
You can find out more about the Governments decent homes standards in the Safe homes section of our Customer Offer. This is a national standard which all our homes are required to meet. At the end of June, we have just four homes falling short of these targets. Three of these homes are expected to be complete by the end of August with an action plan being finalised for the last one.
Energy Performance Certificate or EPC rating for our homes are a good indication of how sustainable our homes are which means reduced emissions and energy use so good for both customers and the environment. We’re on track to achieve 80% of our homes being rated as C or above by the end of this year. You can read more about our work with Breyer to upgrade homes here or check the EPC rating of your home via gov.uk.