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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 second half of 2017.

  • What our complaints are about

    Before escalation, the vast majority of complaints are about our repairs service. Throughout 2017, the number of complaints received was 1.5% the total number of repair jobs logged. 

    Our complaints are mainly about: 

    • time taken to complete repairs
    • chasing for follow up visits
    • disputing recharges or missed appointment charges
    • where we have not met our service standards
    • not informing you when we are unable to attend an appointment.

    Out of these, 13 complaints were upheld. There were about:

    • time taken to complete repairs
    • disputing recharges. 
  • Right person, right answer, first time

    Our target for 2017 was for 85% of our customers to get through to the right person, receive the right answer, the first time they contact us. We achieved this target in 2017.

    This follows staff training on recording conversations with customers more accurately. 

  • Community involvement opportunities

    Here is our progress on community projects throughout 2017. 

    Abacus furniture project 

    We provided low cost furniture to 3,776 households and 1,149 customers donated goods to the stores across Kent. We have a new store opening on the Shepway estate in Maidstone. 

    Linda Hogan Community Fund

    This fund supports small, local charities and community organisations who struggle to access other forms of funding. We provided funding to 56 organisations, which carry out work such as supporting victims of traumatic crime and providing community gardens and activities to socially isolated groups. 

    Training and employment

    We offer a range of training and employment support, from volunteering and work experience to direct employment and supporting people to set up their own business. We supported 140 people with direct training and employment support. 

    Community hubs

    We partnered with Moat Housing Association to operate three community hubs in Gravesend, Gillingham and Sittingbourne. The hubs are in the heart of local communities and aim to support local residents to develop themselves and build strong and active communities. 907 residents engaged with community projects through the hubs. 

    8-12s Project

    The project provides a safe space for young people aged 8-12, focusing on deprived areas of West Kent where children are identified as needing additional support. The project runs one night per week during the school term and provides a programme of activities to allow the children to build their confidence, improve their behaviour and prepare for the transition to secondary school.

    The project runs six clubs in five areas across West Kent. We had 180 children registered for the project and 4,140 attendances. 


    The HOUSE project is a youth centre in Edenbridge. The centre is designed to offer a safe space to young people with a particular focus on offering health and emotional support. The HOUSE project ran 144 sessions with 2,184 attendances. 

  • 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

    We carried out property MOT visits throughout 2017. You said that the visits did not meet your expectations. You expected an engineer to check over your property, identify any issues or repairs that needed to be done, and fix them on the same visit. However, many of the issues identified could not be fixed on the same day, and appointments with other contractors had to be arranged. 

    We have halted the property MOT process while we redesign and clarify what the visits are intended for and how they work. A new property MOT process will be implemented soon. 

  • 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.