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It is now just over three months since Axis began delivering the Council’s repairs and maintenance contract.
We recognise that the transition to a new service has not been without challenges. Some residents have experienced delays, missed appointments and a level of service below the standard that they and the Council should expect. We fully understand how frustrating and disruptive this has been, and we sincerely apologise to those affected. We are grateful for residents’ patience while improvements are made.
The Council has been actively and closely managing the contract from the outset. We have identified the areas of concern, required Axis to take clear corrective action and put robust arrangements in place to monitor delivery. Axis is implementing a comprehensive improvement plan, with progress reviewed directly and regularly by the Council.
Actions delivered to date include:
- Recruiting additional operational and support staff.
- Strengthening local leadership and management arrangements.
- Improving planning and scheduling processes to reduce delays and missed appointments.
- Increasing quality assurance inspections and enhancing the monitoring of customer feedback.
- Introducing enhanced Council scrutiny, with actions and performance tracked to ensure improvements are delivered promptly and sustained.
There are encouraging signs that these measures are beginning to improve performance. However, we recognise that residents need to see consistent, dependable results, and we are clear that further progress is required before the service meets the standard expected.
The Council will continue to oversee the contract closely, test performance against agreed standards and require prompt further action wherever those standards are not met. We will not hesitate to challenge Axis and hold it to account. Our priority is to ensure that residents receive a reliable, responsive and high quality repairs service.
We remain committed to listening carefully to residents, acting on their feedback and ensuring that Axis delivers lasting improvement. Residents can be assured that the Council is firmly in control of the contract management process and will continue to intervene whenever necessary.
Thank you for your continued patience and understanding.
Tenants' and Leaseholders' Forum
The Dartford Tenants’ and Leaseholders’ Forum makes sure your needs are placed at the centre of DBC's housing service.
You can attend a meeting of the Forum to hear from them, and DBC staff.
Upcoming public meetings:
Look out for new food waste caddies
 Thousands of Dartford households will soon be able to recycle their food waste separately.
Dartford Borough Council is introducing a new weekly food waste collection service, making it easier for residents to recycle more and waste less.
The new service will be rolled out in phases, with food waste caddies being delivered to houses across the borough during the autumn ahead of the first collections beginning in November 2026.
Find out more about food waste collections.
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