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    You may find what you need by using our customer self-help tool, but if not we'd love to hear from you.

    We aim to respond to most enquiries within five working days. For more details on the exact response times sent to our customer services team, please click on your preferred contact method in the list below or read our full service standards here.

    Customer self-help

    • My West Kent

      My West Kent is a self service portal for West Kent tenants. This allows you to:

      • View your tenancy details
      • Update your household and contact details
      • View your rent account statements
      • Request and view outstanding repairs
      • Contact your tenancy services officer
      • Report anti-social behaviour
      • Register a complaint or compliment, or make general enquires.

      Visit My West Kent

    • Contact us online

      Please complete the form below to get in touch with our customer services team. We aim to respond to online contact by the end of next working day*.

      *If you contact us outside of office hours, your message will be considered as received the next working day. For example, if you contact us on Friday after 4.45pm, we will aim to respond by end of working day Tuesday.

      Please enter your details below

      Please enter your first name.
      Please enter your last name.
      Please enter your email address. You will get a copy of this form by email.
      Please tell us what your enquiry is about - give as much information as you can.
    • Send us an email

      For any enquiries please email customer services at help@wkha.org.uk 

      When you email this address, you’ll receive an auto-response confirming receipt of your email. We aim to provide a response to general enquiries by the end of the next working day*. We will tell you if your response will take longer and give you an estimated response time

      *If you contact us outside of office hours, your message will be considered as received the next working day. For example, if you contact us on Friday after 4.45pm, we will aim to respond by end of working day Tuesday.

    • Social media

      Follow us on Facebook, Twitter and Youtube to see what we’re up to and get in touch. 

      You can contact us via our social media channels Facebook and Twitter. We aim to respond by the end of the next working day*

      *If you contact us outside of office hours, your message will be considered as received the next working day. For example, if you contact us on Friday after 4.45pm, we will aim to respond by end of working day Tuesday.

    • Call us

      You can call us on 01732 749400 or 0800 169 1122 (freephone) between 8.45am and 4pm, Monday to Friday.

      Our customer service team will be the first point of contact and will log and respond to your enquiry. Where we are not able to answer your call quickly, we will provide you with a call back option whereby we will hold your place in the queue and phone you back when staff become available. This service is available between 8.45am and 5.15pm, Monday to Thursday and 8.45am to 4.45pm on Friday. 

      If you want to speak to a specific person and they are not available, we will arrange for them to call you back within five working days. If that person is away and not returning within this period, a different member of the team will contact you.

      You can report repairs and check your rent balance using our tenant portal, My West Kent. You can also pay your rent over the phone using our 24-hour automated payment line on 01732 749442. You will need your West Kent tenancy reference number and your postcode.  

    • Report an emergency

      Report an emergency during office hours on 01732 749400. To report an emergency out of hours ring 0800 169 1122. 

      Our out of hours service is a ‘make-safe-service’, not a full repair. You’ll get help with your emergency and once it's been made safe, they'll let us know you called and if necessary, we can follow this up with you when we re-open.

      You can report non-emergency repairs and choose an appointment slot using our online portal, My West Kent.

      Visit My West Kent

    • Report an emergency when we are closed

      Our out of hours service from Call Response 24/7 will be there to take your call.

      Our out of hours is a a make safe service, not a full repair one.

      Call 0800 169 1122 (freephone) - you’ll get help with your emergency and once it's been made safe, they'll let us know you called and if necessary, we can follow this up with you when we re-open. 

       

    • Report anti-social behaviour

      Before reporting anti-social behaviour, please see the advice on our anti-social behaviour page.  

      If a crime is taking place, you should contact the police straight away.

      Report anti-social behaviour 

    • Write to us

      You can write to us at: West Kent, 101 London Road, Sevenoaks, Kent, TN13 1AX

      When you write to us, we’ll aim to respond within five working days of receipt. We will tell you if it is going to take longer than five working days to reply in full.

    • Our offices

      Our offices are only open for pre-arranged meetings with staff. For any general enquiries, please use one of our other contact methods. 

      Sevenoaks

      • Address: 101 London Road, Sevenoaks, Kent, TN13 1AX
      • By train: the nearest rail station is Sevenoaks (half mile away).
      • By car: If you are using GPS please use: Argyle Road, TN13 1HG as the destination - there is another 101 London Road in Riverhead.
      • Car parking: We’re unable to offer parking for any of our visitors. The nearest pay and display car park is in Bligh’s (entrance on Pembroke Road) which is approximately 200m away. There are also on-street parking bays in the roads surrounding our office. Blue Badge holders can park for up to three hours along the double yellow lines in Argyle Road and London Road directly outside our offices, provided you display your badge and time clock correctly.

      To see a map visit click here.

      Swanley

      • Address: Swanley Link, London Road, Swanley, Kent, BR8 7AE
      • By train: The nearest rail station is Swanley - a 15 minute walk to the office.
      • Car parking: There are several public car parks very close to the office. There is no free parking in Swanley.

      To see a map click here.

    • Visit our Abacus shop

      Find out more information about Abacus Furniture Project's opening times, location and contact details. 

      Staff at Abacus are unable to help with queries about your tenancy - if you need help for this, please use one of our other contact methods.

      Our Abacus shop

    • Media enquiries

      For any press or media enquiries, please email communicationsteam@wkha.org.uk. 

       

    Unacceptable behaviour policy

    We are proud of the open and honest relationship we have with our customers and work very hard to be proactive and responsive to customers’ queries and/or complaints. However, there are times, where customers behave or act in ways that make it very difficult for us to provide an effective service.

    We will not accept violent, aggressive, or intimidating behaviour towards our staff, board members, contractors and representatives, from individuals and groups using our service. When this happens, we will take action to protect the health and wellbeing of our staff who have a right to do their job without fear of being abused or harassed. Read our unacceptable behaviour policy here