When you take the time to tell us something has gone wrong, we always try to learn from what you tell us. We’ve had a few complaints following the change to our gas contractor in Kent, which caused some missed or duplicate appointments. We’re sorry for the inconvenience caused to anyone affected. 

In response, we’ve reviewed our gas servicing letters and the timing of when they’re sent. As your landlord, we must carry out annual gas checks to keep everyone safe. Most residents help us by booking early, but when we don’t hear back, we must send reminders — and these need to be firm.

We’re now double-checking for contractor errors before sending letters and reviewing the language, tone and messaging  with help from our Communications Service Improvement Group.