Our Customer Promise

two fire engines at an industrial fire

To provide excellent services

  • Our team works round the clock to keep customers safe, attending emergencies including fires, road crashes and water rescues.
  • Together with our customers we help make buildings, homes and businesses safer for everyone.
  • We are dedicated to helping our customers to lead safer lives through education.
  • We help everyone to live safely in their own homes whatever their needs, by supporting and sharing advice.
KFRS officer providing safety advice to a customer in their home

To work with you to keep improving

  • By listening to our customers and each other we can improve the service we give.
  • By being flexible and innovative, we continually adapt and improve.
  • If things don’t go to plan, we listen and act quickly, supporting learning and development.

To provide personalised and accessible services

  • We will make sure we can be easily contacted, and that our services are always accessible for all customers.
  • We are there for everyone, whoever they are, respecting and considering every individual’s needs.           
  • From our fire control operators to our firefighters, we will employ a diverse workforce, that looks and feels like our communities.
  • We will design our services with customers, involving everyone to help make life safer across Kent and Medway
  • Our commitment to help and protect our customers includes making sure everyone knows what we do and feels able to ask for help.

To maintain your trust

  • As a public service we will be transparent, welcome feedback from our customers and use evidence to help us shape our services.
  • Our customers’ interests and safety remain our primary focus, and we will never knowingly mislead.
  • We listen and communicate clearly, with understanding and sensitivity.
  • All funding paid through taxes is used wisely and economically, enabling us to work efficiently and to help our customers.
  • We are striving to deliver environmentally sustainable services.
  • We make sure our staff are aware of and understand their safeguarding responsibilities.
  • Everyone’s privacy and personal data is respected and protected.
  • We ensure everyone in our team has regular and necessary training and equipment to keep them and our customers safe.