We want to continue to deliver excellent services in a friendly, solution-focused way.
By 2025, we will: 
- Achieve upper quartile customer satisfaction
- Improve the customer experience by providing easy
to use services with greater access and choice, investing
in digital channels. - Know who we house: customer insight drives our service
strategy that will offer choice and flexibility as our
customer life-needs change over time. - Create an older persons’ ‘hub’ in urban areas of Sevenoaks
district – Swanley, Edenbridge and Sevenoaks town. Seek to
replicate partnership approach across Kent. - Investigate and develop tenure options for our older persons’
accommodation such as housing for sale, shared ownership
and market rent where there is a clear demand. - Develop an approach for Dementia Friends or other
accreditation for staff and contractors.
Residents' Annual Report
The West Kent residents' annual report provides an overview of our performance about finance, complaints and safety.
This year's report also includes an introduction from Fen, a member of our scrutiny panel.
"Another year has gone by and so much has happened in that time. Whether it be the lasting impact of the pandemic, or the cost of living, many of us have been impacted in one way or another.
The Resident Scrutiny Panel is still going strong and after completing a review of the repairs service in 2022, we carefully chose the topic of our next review - how West Kent hears the voice of residents. As part of this, we’ll engage with wider groups of residents and invite them to meet with us both digitally and face-to-face. The aim of this review is to make sure all residents’ voices are heard at West Kent, including those who may not have access to digital channels, and we’ll be preparing a report and set of recommendations on how West Kent can improve in this area. We’ll share our report in Neighbourhood News and on our website once it’s finished in 2023.
As a panel, we work closely with West Kent and we know they want to keep channels of communication open so that when there is a problem, they can act upon it as quickly as possible. We work collaboratively and constructively to help make improvements that benefit residents.
This annual report is a way West Kent can keep us informed on how they are performing and the work they do with residents and in communities. Our work as a scrutiny panel is very positive and we thoroughly enjoy speaking and listening to other residents and working with staff at West Kent. Let’s keep the dialogue going and keep working together to make changes for the better."
Read our Residents' Annual Report
If you have any questions about the report, or would like to know more about resident involvement at West Kent, email residentinvolvement@wkha.org.uk