Our November performance
We want to be open with our customers about how we are performing, so each month we will share our performance figures with you. This graphic shows our performance figures for November 2021 and you can also download it here Customer performance Nov 21.pdf [pdf] 142KB or review previous months on our website, just search "performance".
We are sharing these to be open and transparent about how we are doing. If you have any feedback on our performance please email engage@goldinghomes.org.uk
We continue to listen to your feedback and work to improve our services and our regular "You said, We did" feature shows the improvements we've made.
This month:
- You said: Sometimes when you speak to us, things are concerning you beyond your need for a repair or information on your rent account. Customers often need legal or emotional support, perhaps advice on a family issue or support during a period of poor mental health.
- We did: We’ve invested in the Tenant Support and Wellbeing Service on behalf of our customers, which is now live. Our customers can access counselling and information 24 hours a day, seven days a week, completely confidentially. We're proud to offer this service, as an additional benefit to our customers exactly when it’s needed most.
- You said: The outside of your property hasn’t been decorated for years.
- We did: In the New Year we’re starting a periodic decoration programme of our homes which will run over the next seven years. We’ll be arranging to visit your homes, to assess the condition of the property and any works needed.
- You Said: You wanted to know where you are in the queue when you call us
- We Did: We’ve put in place a way to tell you while you wait for the call to be answered