Report and Consolidated Financial Statements
Over the last year we have been sharing a range of stories to celebrate 35 years of West Kent. We’ve heard from our residents and shared owners, about what living in a West Kent home means for them, as well as from colleagues and Board Members on how their work makes a difference. We are enormously proud of the organisation we have become, but we are not complacent. For West Kent 2024/25 was a year of delivering improved outcomes for our customers.
Highlights from 2024/25 include:
- Maintaining customer satisfaction feedback measuring; repairs, anti-social behaviour, making a complaint, calling our customer services team, moving into a home and buying a shared ownership home. Our overall satisfaction score for 2024/25 was 4.27 out of 5.
- Reducing the level of arrears; we are seeing a reduction with 3.53% at the end of March against our target of 3.0%. This continues to be higher than the sector average, but we are now seeing a downward trend.
- Supporting 3,043 people with our communities work including: 947 support interventions to help sustain tenancies, delivering financial inclusion, employment and training support or access to the hardship fund, creating added value of £392k for our residents.
- Improving outcomes for our residents through our new approach to managing complex cases. We’ve successfully managed to reduce the number of refusals for Decent Homes works, achieved quicker timescales for decants, and supported 66 residents to move to more suitable homes.
- Increasing our homes in management by 180 new builds, exceeding our target of 134 homes, achieving £8m through the sale of 69 shared ownership homes.
- Maintaining an improved re-let performance; an average of 30 days for the year against our 40-day target; improving the void loss by £119k for the year against target and maintaining the improved quality of the homes we re-let (with satisfaction levels of 4 out of 5).