Listening, learning, improving

Our Complaints Performance and Service Improvement Report 2025/26 is now available.

Throughout the year, residents shared their experiences with us through complaints, helping us identify where we need to improve and where we're making progress.

Some of this year's highlights include:

  • Managing 100% of complaints within agreed timescales

  • Increasing complaint handling satisfaction from 37% to 41%

  • Reducing Housing Ombudsman maladministration findings from 62% to 31%

  • Strengthening complaint handling and sharing learning more effectively across teams

  • Receiving recognition from the Housing Ombudsman as an example of best practice.

The report also explains how we're using resident feedback to improve communication, strengthen support for vulnerable residents and make services easier to access.

Read our complaints performance and service improvement report 2025/26

Residents' Influence and Impact Report 2025/26

Our Residents' Influence and Impact Report 2025/26 shows how feedback, scrutiny, surveys and resident involvement have influenced decision-making at West Kent over the past year, as well as the improvements we've delivered as a result.

 

Our Annual Report and Financial Statements 2025/26

Our Annual Report and Financial Statements explain how we have performed over the past year, how we have invested in homes and communities, and how we are planning for the future.