Maintaining your home
To make sure your home is safe and well maintained, we need you to work with us to report repairs that we are responsible for. You need to look after your home and do the repairs that you are responsible for.
Our self-help tool will offer guidance on which repairs we are responsible for.
If you are a shared owner or leaseholder, you can find out more here.
In response the latest advice from the government, we've had to make a number of changes to the services we deliver to you. Please visit our coronavirus (COVID-19) page for more details.
How soon will the repair be done?
We prioritise repairs depending on their severity and their impact on you and your home. When scheduling your appointment we will take into account any vulnerability or medical need that you have told us about. If you need to update us about your circumstances, please contact us.
You can also view our full Maintaining Your Home standard.
When you report a repair we will either give you an appointment time or our contractor will call with a time slot that suits you. If you cancel the appointment later than 10am on the day, or if you are not in at the scheduled time we will charge you £20. Likewise, if we cancel later than 10am on the day of the appointment, we'll pay you £20.
Always ask for proof of identity before letting anyone into your home. This includes staff from West Kent and anyone working on our behalf. If you’re not sure just give us a call.
Out of hours
If you report a repair outside our normal working hours, you’ll get help with your emergency and once it's been made safe (and if necessary), we can follow this up with you when we re-open.
Our out of hours is a make safe service, not a full repair one. This may mean that substitutes such as bottled water or fan heaters are provided until. You can see what we class as an emergency in our Maintaining your Home standard.