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We want you to know how well we are performing. We also want to learn from our mistakes and ensure we continue to improve our services. You can find our annual reports on the leaflet rack.

Here is our performance against our service standards for the first half of 2017. 

  • What our complaints are about

    Of the 17 complaint reviews we received, seven were upheld. These were about: 

    • no heating or hot water
    • grounds maintenance not being carried out
    • damage caused by contractors
    • outstanding communal repairs.

    Of the five complaint appeals we received, three were upheld. These were about: 

    • wrong information given to a resident
    • damage caused by contractors
    • recharges for a former property. 

    Before escalation the main issues reported to us are mainly about repairs, such as missed appointments, work not being done on the first visit or the length of time before follow-on visits. 

  • Right person, right answer, first time

    Our target for 2017 is for 88% of our customers to get through to the right person, receive the right answer, the first time they contact us. So far this year we are performing slightly below our target at 84%. We are providing training to staff so they can record their interaction with customers more accurately, and we should meet our 88% goal by the end of this year. 

  • Community involvement opportunities

    Training and employment

    We have continued to deliver and support training and employment projects to help people get back into employment. 

    Community hubs

    We have been working with Moat Housing Association to manage three of their community hubs and deliver a range of services to support the local communities where they are located. Activities include youth services, training and employment support, inter-generation clubs and breakfast clubs. 

    The three hubs are:

    • Warrior Avenue in Gravesend
    • The Vineries in Gillingham
    • Cavell Way in Sittingbourne.

    Money Advice Service

    We are delivering a project on behalf of the Money Advice Service to see how sound money management advice can help apprentices and trainees make better financial decisions. The project involves volunteers aged 16-24 living in Sevenoaks, Maidstone and Medway who have left school and are starting to live independently. 

    Youth services

    The service focuses on raising the aspirations of children and young people aged 8 to 25. We also support young people aged up to 24 with learning difficulties and disabilities to achieve their potential. 

    Library volunteers

    Our project is to attract, support, develop and train volunteers for all of the libraries across Kent, on behalf of Kent County Council.

  • Consultations to shape services

    Digital inclusion

    Following a survey, 359 people told us whether they were interested in receiving or delivering training on internet skills. 

    Age: a positive experience

    A consultation with Emerald accommodation residents will help us shape future services and policies (242 people gave their feedback). 

    Internet usage

    We consulted 6000 residents to identify how we can develop our services to become more digital in the future. 

    Scooter storage

    We consulted the Ability forum on the best way to store scooters in communal areas. 

    Handyperson policy

    We also consulted the Ability forum to find the best way to promote the handyperson service and whether tenants thought the costs were fair. 

    Service standards

    We carried out home visits and a focus group to find out what kind of performance information residents would like to be updated on.

  • You said, we did

    You said that West Kent staff weren't very good at updating you on the progress of work or issues you report. We made sure that our customer service training includes guidance on the importance of updating customers and gave advice on the best way to do this. We also included a section in our monthly team meeting to all staff on the importance of keeping the customer up to date. 

  • Value for money

    Value for money is a cross-cutting theme that encompasses all aspects of our work. We have effective arrangements in place to ensure good value for money is fully embedded and actively maximised in everything we do.

    It’s a core activity of our business culture, a prerequisite in terms of procurement and it's embedded in the roles and responsibilities of our employees, customers and stakeholders.

    To find out more about how we do this we complete Value for Money Assessments every year. You can find them on the leaflet rack

  • Transparency reports

    We also publish details of all payments over £500 that we spend to develop new affordable homes in partnership with the Homes and Communities Agency.

    Take a look at our latest Transparency Report.

If you'd like more information please contact us.