In this report we share how we have used your money and the work we have done for our tenants and leaseholders during 2020 and 2021.

The last year has been like no other. We continued to run the housing service and adapted to the circumstances and restrictions.

During periods of national lockdown, we suspended our routine repairs and planned maintenance programmes.

When a tenant moved out of our properties, it took us longer to re-let the property to make sure the environment was safe.

Communal lounges and kitchens in our homes for independent living (HFIL) were closed between March 2020 and June 2021.

Over the summer, as restrictions have lifted, we have been back out on estates.

Customer service

Housing services responded to:

  • 65 stage one complaints, of which 92% were within 10 working days
  • 9 stage 2 complaints, of which 100% were within 10 working days.

Your home

We improved homes by installing:

  • 51 kitchens
  • 79 bathrooms
  • 90 boilers.

We also:

  • adapted 46 properties to meet the needs of disabled residents
  • achieved 99.9% compliancy for gas safety, we hit 100% in April 2021
  • managed 201 void properties and re-let these in 32 calendar days
  • completed 5903 responsive repairs (99.9% were completed right first time)
  • received 98.5% satisfaction score from repairs service.

Your tenancy

This year, we:

  • carried out 3 evictions
  • facilitated 13 mutual exchanges
  • collected £78,925 of leaseholder service charges
  • opened 56 new anti-social behaviour (ASB) cases.

Estate services

During February, we sent out satisfaction surveys to all our tenants that have an estate cleaning service.

A total of 205 surveys were returned. 

The overall satisfaction rate for estate cleaning services was 85%. You can see the full results in the table below:

Question Percentage (%) of people who answered yes
Was cleaning completed on the day you expected? 89%
Was any new graffiti removed from the block? 76%
Were the stairs swept and mopped? 90%
Were the handrails and banisters cleaned? 87%
Was the bin area left clean and tidy? 88%
Was the litter picked up around the block? 81%

Value for money

The average weekly rent for the year was £80.81

How we spent your rent in year 2020 to 2021

  • capital works programme: 50%
  • tenancy services: 14%
  • housing maintenance: 15%
  • HFIL: 5%
  • estate services: 5%
  • community development: 1%
  • support services and administration: 9%
  • centralised accounts: 2%.


In November 2020 we got a new block of flats at Ingram Road.

The 17 units are made up of one, 2 and 3 bedroom flats and have been let at affordable rent. 

Community development

During the 2020 to 2021 year, it was difficult to hold our traditional face to face forum groups and meetings.

We looked for new ways to engage with our residents.

We have:

  • sent a monthly e-newsletter to all residents with a registered email address
  • provided quiz packs for residents at HFIL Schemes
  • held virtual quiz and game nights
  • kept in touch with our tenant representatives over the phone and email
  • posted the results from estate inspections online
  • added important service updates to our Facebook page.

Over the next year, we hope to bring out more ways to be involved, including:

  • events
  • trainings
  • workshops
  • surveys
  • consultations.

Partnership working

We would like to thank all our partners who we have worked with over the past year in delivering our services. These partners are:

  • Mears
  • Norse
  • Medway Adult Education (MAE).

Tell us what you think

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We're always keen to hear your feedback. If you'd like to share any news or views, please email us at: