We want our customers to have a positive experience regardless of who they are, where they live or how and when they choose to interact with us.
Everyone at West Kent needs to have ownership and responsibility of this, from the language we use, to the way we work with and deliver services to our customers. We take complaints seriously and recognise that sometimes we get things wrong.
Our recently published Complaints and Service Improvement Report (2024/25) highlights how we’re using complaints to make change and improve our services. Key updates include:
- In 2024/25, we have focused on making sure dignity and respect is at the centre of our learning. We are also promoting the importance of listening to residents and have seen an increase in the number of complaints upheld by the customer resolution team this year (66% last year to 79% this year).
- A weekly heads of service meeting, specifically focused on complaints, has helped extend collaborative learning across the different teams at West Kent.
- We have seen an increase in compliments from our customers. Our customer resolution team received 16 positive compliments this year, compared to nine last year.
Read the full complaints and service improvement report (2024-2025)