Excellent Customer Services Strategy
This strategy sets out how we will deliver excellent customer service, ensuring every customer has a positive experience regardless of who they are, where they live, or how and when they choose to interact with us.
We will continue to listen to our customers and use their feedback to shape and improve our services, building on recent progress in customer insight, resident involvement and service delivery.
West Kent is committed to being a customer-first organisation, putting customers at the heart of everything we do. We will be clear about the services we provide, manage expectations and keep customers informed throughout their interactions with us.
This strategy also focuses on learning from feedback and complaints. We will use this insight to improve services, ensure our processes are fair and accessible, and take ownership of putting things right when needed.
We recognise that our customers have different needs, and we will tailor our services to ensure they are inclusive, accessible and responsive, while continuing to improve our digital offer alongside personal support for those who need it.
Read our current Excellent Customer Services Strategy