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Resident Voices: Helping Shape Professionalism at West Kent
We’re listening to residents as we prepare for the new Competence and Conduct Standard, coming into effect in October 2026. This Standard sets clear expectations for housing services to be professional, respectful, skilled and trustworthy.
As part of our Shaping Professionalism work, we asked residents what good professionalism and accountability look like. Nearly 8,000 residents were invited to take part, with 352 responses and further discussion at an online resident forum.
What you told us was clear.
The most important issue is communication. Residents want to know who their housing officer is, have a consistent point of contact, and receive clear, regular updates without needing to chase. Inconsistent communication was seen as a major cause of frustration and loss of trust.
When asked what professionalism means, residents focused more on behaviour than job titles. Being polite, kind and respectful, listening properly, treating homes with care, and explaining things clearly mattered most. Reliable contractors who turn up on time and complete work properly were also key.
Accountability and trust go hand in hand. Residents want staff to take ownership, follow issues through to the end, admit mistakes, and keep their word. Being passed between teams or left without updates creates frustration and damages confidence. Small things—like missed appointments or unanswered queries—can quickly erode trust.
While there were areas to improve, residents also shared positives. Most felt West Kent staff are polite, fair and respectful, with many examples of excellent service where staff listened, explained clearly, and resolved issues first time.
Your feedback is already shaping our new professionalism policy, updated staff code of conduct, and future staff training. Many residents have also said they’d like to stay involved, helping us continue to improve.
Thank you for sharing your views—they are helping us build better, more trusted services.
We keep residents informed about what is happening in resident involvement. We use this news letter to promote opportunities for you to get involved, communicate project updates and feedback to residents about current consultations.
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That's our news - but what are your views?
Find out more about opportunities to get involved and keep an eye on our consultations page to have your say on our policy consultations.
Register your interest in an opportunity by completing this short survey.
Get in touch with the team by completing our web form, emailing residentinvolvement@wkha.org.uk or calling 01732 749908.