Our performance

Our performance 

We've been looking after the housing services for Canterbury, Dover, Shepway and Thanet councils since April 2011 and we want to make sure you can clearly see how we are performing.

You can read the performance information we publish each quarter by choosing the latest performance report below:

2016 Performance:

2015 performance:

2014/15 performance

Our 2013/14 performance:

What we include in our performance reports

To allow us to show not just how East Kent Housing is performing as a whole, but also how the four districts compare to each other, we have agreed a standard set of performance indicators that are used across the whole organisation.  These cover four main areas: 

  1. Letting empty properties
  2. Rent arrears and collection
  3. Repairs and maintenance
  4. Customer satisfaction and complaints 

In each of these key business areas, we set ourselves challenging targets to ensure that we deliver the excellent service you deserve.  On a quarterly basis, we look at various aspects in each of these areas and report our performance to the East Kent Housing Board and the Area Boards for each district.  We have also committed to presenting a selection of main performance information to our tenants and leaseholders in local newsletters, and to publishing full information here on our website.  In addition to this, our Area Managers and Maintenance Managers receive a monthly performance pack for the districts they look after, so that they can identify any issues early on and put plans in place to improve where this is needed.

Why is performance important?

East Kent Housing was set up to improve the housing services that you receive.  To make sure that we do this, we need to monitor how we are doing in each of our business areas.  As it is your rent that pays for the services we provide, it is vital that we can show you how we are improving or, where we are not doing as well as we could be, that we tell you what plans we have to make sure that we get better. 

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