Progress against our Strategic Plan
Our Strategic Plan 2025-30 sets out what we want to achieve for residents, communities and our organisation over the next five years.
This page brings together key information from across our performance reporting so you can see how we're progressing against our four strategic priorities in one place.
We review our performance regularly and update this page throughout the year.
Excellent services
We want to continue to deliver excellent services in a friendly, solution-focused way.
We're making progress towards our customer satisfaction targets, with overall tenant satisfaction increasing to 78.1% and shared owner satisfaction increasing to 61%. Residents continue to rate us positively for repairs, home safety and the condition of their home. We know there is more to do to improve communication, complaint handling and repair times, and these remain key areas of focus.
Excellent Services measures of success and progress
Rent arrears below 3%.
Current position: 3.46%
Voids loss below 4%.
Current position: Progress update will be published soon.
Average re-let time below 30 days.
Current position: 26 days.
Overall tenant satisfaction (TSM TP01) of at least 82% by 2030.
Current position: 78.1%.
Overall customer satisfaction of at least 4.5 out of 5.
Current position: 4.27 out of 5.
Overall shared owner satisfaction (TSM TP01) of at least 63% by 2030.
Current position: 61%.
Shared owner customer satisfaction of at least 4.2 out of 5.
Current position: Progress update will be published soon.
Grow and reshape
We want to provide high-quality homes, invest in existing properties and build new homes for current and future residents.
We're continuing to invest in existing homes while delivering new homes across Kent. We maintain high levels of building safety compliance and remain focused on improving the quality, sustainability and long-term future of our homes.
Grow and reshape measures of success and progress
Maintain 100% building safety compliance and the Decent Homes Standard.
Current position:
Gas safety checks completed: 100%.
Fire risk assessments completed: 100%.
Asbestos surveys or re-inspections completed: 100%.
Legionella risk assessments completed: 100%.
Lift safety checks completed: 100%.
Homes that do not meet the Decent Homes Standard: 0%.
Achieve EPC C for the remaining homes currently rated EPC D or below.
Current position: We are continuing work to improve the energy efficiency of our homes. Progress update will be published soon.
Dispose of around 50 of our poorest-performing properties.
Current position: Progress update will be published soon.
Progress regeneration plans for around 400 existing homes.
Current position: Progress update will be published soon.
Deliver 900 new homes.
Current position: We recently completed 106 new homes at Woodland Place.
Customer satisfaction when moving into a re-let home above 4.2 out of 5.
Current position: Progress update will be published soon.
Customer satisfaction when moving into a new-build home above 4.5 out of 5.
Current position: Progress update will be published soon.
Successful communities
We want to support thriving communities by tackling inequalities, increasing opportunities and promoting wellbeing.
Residents generally feel positive about the contribution we make to their neighbourhoods and our approach to tackling anti-social behaviour. Through our community investment work, partnerships and support services, we're helping residents sustain their tenancies, improve wellbeing and access new opportunities. We'll continue working with residents and partners to understand local priorities and strengthen our communities.
Successful Communities measures of success and progress
Satisfaction with communal areas (TSM TP10) of at least 73%.
Current position: 66.2%
Satisfaction that West Kent makes a positive contribution to neighbourhoods (TSM TP11) of at least 73%.
Current position: 68.2%
Satisfaction with our approach to handling anti-social behaviour (TSM TP12) of at least 59%.
Current position: 63.5%
More than 4,000 tenancy sustainment interventions delivered.
Current position: Our communities service delivered 4,809 support interventions in 2024.
More than £500,000 of additional income delivered through community investment work.
Current position: Our communities service delivered £458,000 of direct support benefiting residents in 2024. Data for 2025/26 will be shared in this year's annual reports.
Best in Kent
We want to provide the best possible customer experience, be a great place to work and remain a financially strong organisation.
Residents tell us they feel informed, listened to and treated fairly and with respect. We continue to use resident feedback, complaints and engagement activities to help shape service improvements and future priorities.
Best in Kent measures of success and progress
Achieve Regulator of Social Housing ratings of G1, V2 and C1.
Current position: G1 and V2 achieved. Progress towards C1 will be reported following future regulatory inspections.
Operating margin including overall sales of 28-30% by 2030.
Current position: Updated data will be published as part of our annual reports.
EBITD-MRI less sales above 100% by 2030.
Current position: Performance data will be published soon.
Employee engagement increasing from 74% to 80%.
Current position: Updated engagement results will be published soon.
Maintain our zero gender pay gap.
Current position: Updated data will be published as part of our annual reports.
Refinancing of around £250 million completed.
Current position: Progress update will be published soon.
Want to know more?
You can find more detailed information in our:
These reports provide further information about the measures and performance shown on this page.