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The Regulator of Social Housing has introduced a set of annual tenant satisfaction measures that let you see how well we’re performing as your landlord in providing good quality homes and services.
Some of these measures come from satisfaction surveys that many of you took part in, and some come from management information we hold about our services. These measures are important as they help us understand which areas we’re doing well at and which areas need improving.
Thank you to everyone who took part in the survey last year. We’ve learned a lot and encourage you to please keep taking part in the surveys when invited again this summer.
We’re pleased to share the results of the tenant satisfaction measures for 2023-24.
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Citizens Advice in North & West Kent (also known as CANWK) has moved into the Ground Floor Foyer at Dartford Borough Council’s Civic Centre.
The new premises will allow the charity to maximise visibility and accessibility of their services to Dartford residents, particularly vulnerable residents. It will also enable them to address clients’ issues quickly when present at the Council.
CANWK’s Meet & Greet team, including volunteers who are Dartford residents, will support clients (particularly those who are vulnerable) to access CANWK’s services. In addition, they can accept and make copies of documentation in preparation for advice appointments.
Meet & Greet Assistants are not Advisers, but they play a crucial role in supporting residents to access advice. This service will operate Monday to Thursday from 9am to 5pm and on Fridays from 9am to 4.30pm from within their new premises.
After a 90% decline in the number of cash payments taken at the Civic Centre, we've taken the decision to close the cash kiosk in reception.
There are a range of ways to pay your Council bills, many of which can be used at any time of the day from the comfort of your home.
- By Direct Debit available for both Rents and Council Tax – complete a form or sign up online at www.dartford.gov.uk/payments
- By debit or credit card over the phone on 03456 343001
- By post using cheque or postal order to: Civic Centre, Home Gardens, Dartford, DA1 1DR
- By bank transfer from your own bank quoting the Councils bank account details: Sort Code 30-92-53 Account: 25457068, and your personal Council reference or invoice number.
- By cash at the Post Office (available for Rents only)
- By cash at Lloyds Bank (Dartford town centre brand only), using a Bank Giro Credit slip quoting the Councils bank account details: Sort Code 30-92-53 Account: 25457068, and your individual Council reference or invoice number.
If you're unsure which option is best for you, come to the Civic Centre and we'll do our best to help you.
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How are we doing?
Performance Measures
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March 2023/2024
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Rent collected by the local authority as a proportion of rents owned
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97.24%
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Emergency repairs completed on time
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91.17%
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Affordable housing completions
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150
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Long term empty properties brought into use
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35
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Average time taken to re-let local authority housing
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38.59 days
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We’re required to produce an annual complaints performance and service improvement report on how we’ve handled landlord related complaints, which we must submit to the Housing Ombudsman and publish. This report includes a self-assessment against the Housing Ombudsman’s Complaint Handling Code.
The Charter for Social Housing Residents
We’ve been preparing for the changes to social housing regulation which include things like collecting tenant satisfaction measures, meeting new consumer standards and a new inspection regime by the Regulator of Social Housing.
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Lou's FAQs - Your questions answered
What grants do you have for local community groups?
The Housing team has a community grant of up to £250 for local groups that operate within the borough. Funding is given to help encourage residents to engage with local activities, and may be used for training, purchasing equipment or organising trips and events to help bring families and communities together.
The team also has a community initiative fund, which may be used for local initiatives such as raised flowerbeds, improvements to bin stores and communal gardens.
For more information contact the Resident Involvement Officer at rio@dartford.gov.uk.
Why do I have to move my stuff from communal areas?
Keeping communal areas like landings, stairwell alcoves and utility cupboards clear avoids trip hazards and blockages.
Kent Fire & Rescue Service warns that anything stored in communal areas can be a serious hazard in the event of a fire. Items block escape routes, block access for emergency services and can be subject to arson. They can also be trip hazards and cause injury to other residents.
Any items found in these areas will be removed without notice, and disposed of. Thank you for your cooperation in keeping residents and visitors safe.
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In the event of a fire, items left in communal areas can pose block escape routes and access for emergency services, posing a serious hazard. To prevent any accidents, we'll be moving anything that blocks hallways and other areas. Help us keep you and your neighbours safe. Please take care not to leave the following items out:
- Prams and pushchairs
- Doormats
- Bikes and scooters
- Shoes
- Gates across balconies
- Washing
- Plants and pots
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Tenants and Leaseholders' Forum
The Forum are a volunteer group of Dartford Borough Council tenants and leaseholders, set up to help monitor and improve the housing services delivered
by the Council.
If you’d like to find out more about the Forum, please contact rio@dartford.gov.uk,
or come along to one of their open meetings. There are currently a number of spaces on the Committee so if you are looking for a new role within your community get in touch. The meeting dates for 2024 are:
- Tuesday, 15th October 2024. Temple Hill Community centre, Temple Hill Square
Doors open at 7pm for light refreshments before a 7.30pm start.
Meet Forum Member Dave Weaver
Hi I’m Dave, I’ve lived in Sutton-at-Hone since 2003. I’ve worked as a coach driver and a driving instructor, and I have a wife and four sons.
My wife and I are KCC Shared Lives carers and have had a lady living with us for almost eight years.
Being Shared Lives carers means we help people with disabilities 24/7, and this keeps us busy most of the time!
I’ve joined the Forum to work on behalf of the tenants in my area, and encourage anyone who would like to join to get in touch.
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