Excellent services 

We want to continue to deliver excellent services in a friendly, solution focused way. 

Our measures of success will be: 5 West Kent engineers walk towards the camera. Behind them, two vans are parked nose to nose.

  • Arrears below 3% 

  • Voids loss below 4% and relet time below 30 days 

  • TSM TP01 (rented) overall satisfaction to improve from 74.5% March 25 Median to at least 82%. Customer satisfaction of at least 4.5 out of 5. 

  • TSM TP01 (shared owners) overall satisfaction to improve from 58.5% UQ March 24 to 63% by year 2030. Shared owners customer satisfaction of at least 4.2 out of 5. 

Our key outcomes will be: 

  • Customers will have a positive experience regardless of who they are, where they live or how and when they choose to interact with us 

  • Customer voice will be at the heart of our decision-making 

  • We will support our customers to live well in an appropriate home that meets their needs.