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April 2026
In this issue:
New repairs contractor, boiler upgrades, help with rent and estate inspections.
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Repairs and maintenance contractor now in place
Dartford Borough Council is pleased to announce the appointment of Axis Europe as its new repairs and maintenance contractor.
The new contract, commencing on June 1, 2026, spans an initial term of five years, with the option of a further five-year extension.
The contract serves several areas, including reactive repairs, disabled adaptations, communal improvements, void works and planned maintenance.
Mobilisation of the contract has commenced, and as part of the mobilisation, further news and updates will be provided.
All operatives from Axis Europe will carry official photographic identification, wear branded uniform/PPE, and will follow the Council’s safeguarding and health and safety procedures.
Councillor David Mote, portfolio holder for housing said: “The Housing team has worked hard with the Dartford tenant and leaseholder forum to select our new contractor. Axis demonstrated an impressive track record of delivery and a real commitment toward future investment in Dartford.
“We are looking forward to working together to deliver an excellent and effective repairs service for our tenants and leaseholders.”
Kathy King, Chair of the Tenant and Leaseholder Forum, said: “Having worked with the Council to select a new contractor, I am looking forward to working with Axis and ensuring the tenants get the excellent service they deserve.”
Neil Watts, Managing Director at Axis, said: “We are delighted to have been appointed as the Council’s new repairs and maintenance contractor and to begin building a long‑term partnership from June 2026. At Axis Europe, residents are at the heart of everything we do.
“We bring a strong track record in delivering high quality, responsive housing services and are committed to investing locally, working closely with residents, leaseholders and Council teams to provide a safe, reliable and customer focused service.”
Providing reliable, better quality boilers
Over the past year, more than 250 new boilers and energy efficient heating systems have been successfully installed in DBC homes.
We're proud to be working with TSG Building Services to deliver our boiler replacement programme. These modern systems not only offer greater reliability and performance but also help reduce household energy use, supporting residents in managing their bills and lowering long term costs.
The programme forms an important part of the Council’s commitment to investing in warm, safe and sustainable homes for the community.
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Help us deliver the best possible service to you
We are currently undertaking a project to improve the information we hold about our tenants. This work will help us to better understand the diverse needs of our residents and ensure that our services are delivered in a way that is accessible, inclusive and meet the needs of our residents.
As part of this project, our team will be contacting all residents over the coming weeks to complete a short survey. The survey is designed to gather important information that will support us in tailoring our services, improving communication and identifying where additional support or adjustments may be required.
Calls began on 26 March and will continue for a number of weeks. To minimise disruption, calls will be made between 5pm and 8pm. The survey is brief and your responses will be treated confidentially in line with data protection.
Your cooperation is greatly appreciated, and we kindly ask that you engage with the survey when contacted. Your participation is extremely valuable and plays a key role in helping us improve the way we deliver our services now and in the future.
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Get Housing updates straight to your phone
We've launched a WhatsApp channel to keep you up to date with important documents, news and events.
All messages in this group are closed to maintain privacy. Personal information is accessible to admins only.
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A Facebook group that's just for you
We've introduced a new Facebook group for tenants and leaseholders across Dartford to join so they can receive updates direct to their news feeds.
The group is designed for you to raise issues, hear the latest from us and improve our service.
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Thanks for coming to our Easter Roadshow
A huge thank you to all the residents who came along to our Housing Easter Roadshow. It was great chatting with residents, answering questions and seeing the children enjoy the arts and crafts activities.
The One You Kent Team also provided some valuable healthy living advice. Visit their website for help with losing weight, getting fit, quitting smoking, improving your mental wellbeing and getting more involved in your community.
This was our first ever Roadshow, and we’re pleased to share that the team has more Housing Engagement Roadshows planned. We’d love to hear your ideas and suggestions on what you’d like to see at future events, so we can make them as useful and enjoyable as possible for residents.
Thank you again for coming along, we hope to see you at the next one.
Managing your rent: Tips, tools and support
Paying your rent is an important responsibility as a tenant, but we know that sometimes life can get in the way. Whether you are looking for more convenient ways to pay or need a little extra support, we are here to help. Your rent is due weekly or monthly in advance.
Convenient Ways to Pay
To make things easier, we offer several flexible payment options so you can choose what works best for you. You can also check your balance on the Tenant Portal.
View the different ways to pay by visiting our paying your rent page.
Struggling to Pay? Let’s Talk
If you are worried about falling behind, please reach out as soon as possible. It is much easier to resolve issues early on that to wait until arrears build up. The Rents Team can be contacted on 01322 343124 or email rents@dartford.gov.uk
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Making sure your homes are up to the best standard
During March, we carried out inspections of communal areas at 62 tenanted blocks of flats across the borough as part of our ongoing Estate Inspections Programme.
These inspections help us make sure that the services you receive meet the standards you expect. By visiting our estates, we are able to check the quality of work provided by our communal cleaning and grounds maintenance contractors, identify where standards are good and make recommendations or take action in a timely manner where improvements are needed.
We encourage residents to attend inspections with us, as your feedback helps us understand what is working well and where changes / improvements are required.
We share our weekly estate inspection schedule on our WhatsApp channel and our dedicated Facebook group for tenants and leaseholders. Links to both of these channels are below for you to follow.
This lets you see when your block is due to be inspected and gives you the opportunity to attend and share your views with us in person.
Please note: Estate inspections are only carried out at tenanted blocks of flats, so they do not include inspections of roads or houses. However, all residents can still raise concerns or report issues to us, regardless of the type of home they live in. If you have a concern about communal areas, or would like to raise a service issue, you can contact us directly by emailing hem@dartford.gov.uk
Look after your furry friends
We love seeing well-behaved pets around the estate. If you have a pet, please remember:
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Keep them under control at all times
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Clean up after them in communal areas
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Ensure they don’t frighten or disturb neighbours
Residents must have written consent before keeping any pet (other than caged birds, tanked fish, or assistance dogs). Let’s keep our furry friends happy, and our neighbours happy too!
Help build respectful communities
Our estates continue to be safe and supportive places thanks to the respect residents show one another. As a reminder, antisocial behaviour including threats, harassment, intimidation, or nuisance activity is not tolerated. Everyone deserves peace and comfort in their homes. If you experience concerns, please contact the Housing Team.
Spring Clean Spotlight: Communal Areas & Gardens
With brighter days ahead, now’s a great time to refresh our shared spaces. Residents living in flats or maisonettes are required to keep communal halls, landings, and corridors free from clutter. If you have a garden or balcony, please ensure it stays tidy and free from old furniture and rubbish. A tidy home environment makes everyone feel more comfortable and proud of where they live.
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Have your say on changes and our service
We regularly run consultations on changes to policies and strategies that affect you. We have a dedicated page for Housing surveys and consultations, along with a Council-wide consultations page.
You can also sign up to get Consultations updates direct to your inbox by looking through your subscriber preferences at the bottom of this email.
Got a complaint about our service?
If we get things wrong, we want to make them right and learn from our mistakes.
Service requests v Formal complaints
Knowing the difference between a service request and a formal complaint helps make sure your issue is handled in the right way, as quickly as possible.
What is a Service Request?
A service request is when you ask us to put something right. This usually involves day to day issues that need rectifying, such as:
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Requesting an update on ongoing work
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Highlighting something that needs attention in a communal area
Service requests allow our teams to step in and resolve practical problems without needing to follow the complaint process. Most issues can be fixed effectively at this stage.
What is a Formal Complaint?
A formal complaint is submitted when you feel dissatisfied with the service you have received. This might include situations where:
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You feel your concerns haven’t been addressed
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There have been repeated delays or errors
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You believe the service provided falls below expected standards
A complaint triggers our official complaints process, which includes an investigation and a clear response within set timeframes, 10 working days for a stage one complaint and 20 working days for a stage two complaint.
Why the Distinction Matters
By choosing the correct route, your issue can be handled more efficiently:
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Service requests help us resolve practical matters quickly.
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Formal complaints ensure your concerns about service quality are properly reviewed and responded to.
If you’re ever unsure which option fits your situation, our team is always happy to guide you.
Help, advice and support links
You can contact all of our departments online by visiting our online contact form. We're also available on the phone through our main number, 01322 343434.
Cost of living support
Support with domestic abuse
Tenant Portal
Advice on banned dog breeds
Upcoming events
Current consultations
My Community Voice
Dealing with loneliness
Citizens Advice Bureau: North West Kent
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