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    This strategy builds on the work of our previous customer strategies. It sets out our vision to provide a positive customer experience for our residents and local communities.

    We know our customers value the positive, friendly customer service they receive when they contact us, but they get frustrated if the actions carried out afterwards don’t happen in the time or manner that was discussed.

    We want to change this. We still want our customers to receive a positive and friendly service when they contact us, but we also want their whole end-to-end journey with us to be a positive experience. This means giving great customer service AND delivering what we  say we will, when we say we will.

    We are passionate about delivering excellent services in a friendly, solution-focused way. We want our customers to feel valued, respected and listened to and to have their say in the decisions we make. We want our services to be easy to access and easy to use and it to be easy for customers to contact us how and when they want to. We want to know how our customers feel about us and where we can improve, so that we can make West Kent an organisation our residents are proud to have as their landlord and our staff are proud to work for.

    Our values run through the heart of everything we do and underpin this strategy. They set our culture as an organisation and drive our staff to give customers a great customer experience.

    Read the full customer experience strategy