What does success look like?

We're are always striving to be better at what we do, and by 2025 we will be succeeding in key areas:

Increased and sustained performance. Able to evidence that we provide high quality services to our customers
Increased customer focus: our offers meeting customer needs. They will be inclusive and easily accessed by all our customers, and support target audiences. We will increase our understanding of how to design person centred services and the behaviour factors that contribute to fire risk
Together with everyone who works here, develop a positive learning environment to help stretch development and maintain wellbeing, to deliver better services for our customers
Effective collaboration with all our partners including the task force, community safety partnerships and the third sector that meet the Service’s objectives. And all partners understand the range of services that we provide

	Kent Fire and Rescue Service customer groups	Customer Safety services
High risk	Identified as needing highly specialist services, often on a long-term basis, for example: People who live with dementia People with mobility impairments People with sight or hearing loss People with long-term health conditions People under 18 with an interest in fire	Safe and Well visits and follow ups Firesetter visits and follow ups High risk customer referrals from other agencies Partnership working with charities and local authorities
Protected characteristics	Identified through impact assessments – people with specific protected characteristics or community groups with limited access to our services, for example: LGBTQ+ Roma community Travellers	Personalised visits designed to meet needs of the customer group Long-term, intensive engagement Partnership working with charities
Target	Identified as requiring specific services and campaign messages, for example: Customers living in tall buildings, care homes or sheltered accommodation Young drivers Smokers	Firefighter tactical assessment visits Home fire safety visits Campaigns Social marketing initiatives Road safety initiatives Advocacy through other agencies
Universal	Identified as requiring general safety advice and campaign messages, for example: People under the age of 18 Adults not identified in another customer group People moving into Kent	Website and social media Home safety online self-assessments School visits Fire station open days Awareness campaigns