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    We want you to know how well we are performing. We also want to learn from our mistakes and ensure we continue to improve our services. You can find our annual reports on the leaflet rack.

    Here is our performance against our service standards for the first half of 2018. We will publish another update in February 2019.

    • What our complaints are about

      Before escalation, most of the complaints we receive are about our repairs service. 

      Our complaints are mainly about: 

      • time taken to complete repairs
      • disputing recharges or missed appointment charges
      • our tenancy catch-up process
      • former tenancy debt.

      19 issues were escalated to complaints. This is down by eight compared to the previous six months. 

      32% of complaints were upheld. This is down by 16% compared to the previous six months. 

    • Right person, right answer, first time

      84% of customer's contact with us was with the right person, right answer, first time. In other words, we were able to resolve enquiries within the first contact in 84% of cases. 

      Our target for this year is 88%, so we are currently 4% below our target. 

    • Community involvement opportunities

      Here is our progress on community projects throughout 2017. 

      Abacus furniture project 

      We provided low cost furniture to 3,776 households and 1,149 customers donated goods to the stores across Kent. We have a new store opening on the Shepway estate in Maidstone. 

      Linda Hogan Community Fund

      This fund supports small, local charities and community organisations who struggle to access other forms of funding. We provided funding to 56 organisations, which carry out work such as supporting victims of traumatic crime and providing community gardens and activities to socially isolated groups. 

      Training and employment

      We offer a range of training and employment support, from volunteering and work experience to direct employment and supporting people to set up their own business. We supported 140 people with direct training and employment support. 

      Community hubs

      We partnered with Moat Housing Association to operate three community hubs in Gravesend, Gillingham and Sittingbourne. The hubs are in the heart of local communities and aim to support local residents to develop themselves and build strong and active communities. 907 residents engaged with community projects through the hubs. 

      8-12s Project

      The project provides a safe space for young people aged 8-12, focusing on deprived areas of West Kent where children are identified as needing additional support. The project runs one night per week during the school term and provides a programme of activities to allow the children to build their confidence, improve their behaviour and prepare for the transition to secondary school.

      The project runs six clubs in five areas across West Kent. We had 180 children registered for the project and 4,140 attendances. 


      The HOUSE project is a youth centre in Edenbridge. The centre is designed to offer a safe space to young people with a particular focus on offering health and emotional support. The HOUSE project ran 144 sessions with 2,184 attendances. 

    • Consultations to shape services

      Home standard

      We asked 352 people who had recently moved into our properties what they thought about their new home. We received 101 responses which will help us to understand what we can do better in the time when our properties are empty and waiting for new residents to move in. 

      Property MOT

      We contacted people who had recently had a 'Property MOT' visit to find out their expectations of the visit and how they thought it could be improved. Out of the 966 people we asked, 129 responded. As a result of this, we have stopped doing 'Property MOTs'. We are currently rethinking the process and how we do them, so that when we start again they are more efficient and our customers have a better understanding of what they involve. 

      Small is Beautiful

      We wanted to find out what was stopping people from downsizing into smaller properties and what would encourage them to move. We asked 3274 of our residents and received 342 responses. This will help us remove barriers and create better incentives to encourage people to move into smaller homes, freeing up larger properties which we can then allocate to the people who need them most. 

      Housing plus

      We ran a focus group for 20 people on how we should design our Housing Plus policy. 

    • You said, we did

      We carried out property MOT visits throughout 2017. You said that the visits did not meet your expectations. You expected an engineer to check over your property, identify any issues or repairs that needed to be done, and fix them on the same visit. However, many of the issues identified could not be fixed on the same day, and appointments with other contractors had to be arranged. 

      We have halted the property MOT process while we redesign and clarify what the visits are intended for and how they work. A new property MOT process will be implemented soon. 

    • Value for money

      Value for money is a cross-cutting theme that encompasses all aspects of our work. We have effective arrangements in place to ensure good value for money is fully embedded and actively maximised in everything we do.

      It’s a core activity of our business culture, a prerequisite in terms of procurement and it's embedded in the roles and responsibilities of our employees, customers and stakeholders.

      To find out more about how we do this we complete Value for Money Assessments every year. You can find them on the leaflet rack

    • Transparency reports

      We also publish details of all payments over £500 that we spend to develop new affordable homes in partnership with the Homes and Communities Agency.

      Take a look at our latest Transparency Report.

    If you'd like more information please contact us.