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 2019. We will publish another update in February 2020.
What our complaints are about
We received 333 ‘making-it-right’ complaints in the first six months of 2019.
These complaints were mainly about:
- disputing recharges or missed appointment charges
- compensation for damaged items
- the quality of repairs
- the length of time for repairs
- door, kitchen and bathroom replacements
- handling of anti-social behaviour cases.
24 issues were escalated to complaint reviews or appeals. This is down by nine compared to the previous six months.
35% of complaints were upheld. This is about the same compared to the previous six months.
Right person, right answer, first time
80% of customer's contact with us was with the right person, right answer, first time. In other words, we were able to resolve enquiries within the first contact in 80% of cases.
Our target for this year is 88%, so we were 8% below our target. We are changing the way we work out this percentage to make sure it is accurate, which will be in place from September 2019. We are also looking at why we are not resolving queries in the first contact.
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.
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.
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
The future of Edenbridge
We asked residents who live in Edenbridge about their future plans and aspirations. The feedback from this consultation will be used to make sure the type of properties we are building are relevant and appropriate for the area.
Social housing green paper response
The government published a green paper and asked for views on their plans for social housing. We wanted residents to feed into our response to the government so asked residents for their experiences with stigma and their views on the complaints process and how they would best like to be informed about performance information.
'Your Home Your Responsibility' standard
In February 2018 we introduced our standard, ‘Your Home Your Responsibility’. We wanted to find out how the change had affected residents and what their experience of our services were after the change. The feedback from this was included in a review of the ‘Your Home Your Responsibility’ standard which is currently ongoing.
Contact centre opening times
We wanted to change the opening times of our contact centre so it closed at 17:00 rather than 17:15. We wanted to find out how this would affect residents. We posted polls on Twitter and Facebook so people could give their opinions, and contacted some people by phone to get a more detailed picture of the effect this may have.
You said, we did
Last year, we reviewed our ‘property MOT’ process. You told us that these visits did not meet your expectations. Many of the issues identified could not be fixed on the same day, and more appointments with other contractors had to be arranged.
We have redesigned these visits and now call them ‘property checks’. We have made sure that we communicate properly so you know what to expect when an engineer comes out to do a property check. These visits will start in April, and all our residents will get a visit once every two years.
'Small is Beautiful' scheme
We reviewed our ‘Small is Beautiful’ scheme based on your feedback. To encourage people to downsize into a smaller property we offer a financial reward based on the number of rooms the person is giving up. This scheme was available to people over the age of 50 and we offered £1000 per bedroom downsized. You told us that this should be extended to all ages and not only those aged over 50. So now this financial reward is offered to all people downsizing regardless of age.
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.
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.