Complaints and Service Improvement Report
We have a strategic objective to deliver excellent services and improving the way we handle complaints is part of that.
As an organisation we view complaints as an opportunity to learn and improve services for our residents and customers. Operationally, feedback from complaints is an important source of customer insight, which we use to improve the customer experience and shape priorities.
This report contains West Kent’s annual complaint performance and service improvements for the period 1 April 2023 to 31 March 2024, and outlines West Kent’s plans for continued service developments, focused on the voice of the resident for 2024/5.