Who are they?

West Kent is a housing association owning and managing 8,201 homes across Kent. It is passionate about the role a housing association can play in society and believes the values of an organisation are what makes it special. It has an exceptional reputation for providing quality homes and excellent community services across Kent.

What were their challenges?

Due to the rural nature of Kent, some of West Kent’s properties do not have access to the mains sewer. These properties are instead serviced by cesspits, septic tanks or sewage treatment plants.

West Kent needed a reliable, local partner to de-sludge and service their off-mains assets, with the expertise to diagnose problems and recommend improvements.

How has CSG made a difference for West Kent Housing Association?

Bespoke service – CSG has been de-sludging, servicing and repairing West Kent’s off-mains systems since 2019. We provide a tailored service, working to their schedule of required visits.

Engineering expertise – Our engineering team services thousands of sewage treatment plants and pump stations every year. We’ve used our experience and expertise to diagnose problems and find the right solution for West Kent.

Innovative solutions – The repeated breakdown of one pump station was leading to frequent repair callouts, generating increased costs for West Kent. Our engineers installed a specialised pump with AI software to control the flow into the system at specified times of day. The pump remedied the issue and ensured the pump station could stay operational even with increased use at peak times.

Dedicated account management – Account management for the contract is provided through a specific point of contact. There is also day-to-day management support from our National Accounts Helpdesk. The National Accounts Helpdesk is team of dedicated customer service professionals developed especially for the needs of our larger customers. This team prides itself on delivering a first-class customer service based on customer requirements.

Serious about social value – We also support West Kent with their drive for social value. We held a webinar to give the opportunity for a group of unemployed tenants to learn about a career as an HGV driver. Details of HGV apprentice roles are also shared as and when they arise. West Kent pass these on to tenants who are looking for employment opportunities or a career change.

Testimonial

“West Kent have been working with CSG under contract since 2019, with an extension being agreed for further three years in 2022. Whilst most of our works are on a set programme, Ruari, our Business Development Manager, is always available to facilitate should we need any additional ordinary, or indeed extraordinary, works carrying out. We find CSG reactive to our needs and value for money.”

Justin Howarth, Senior Contract Manager, West Kent Housing Association