The Challenge

Before partnering with SPS in December 2021, Dartford Borough Council faced
significant challenges in managing its garage stock. A repair backlog of around
£2.5 million had accumulated, alongside high levels of customer complaints and
an ineffective management system.

The condition of the sites had deteriorated to the point where demand was low and
garages were no longer seen as an attractive option for residents.

The council recognised the need for a change in how its garages were managed,
not only to improve their condition, but also to restore confidence among residents
and unlock the potential for a sustainable income stream.

The Solution

Dartford Borough Council appointed SPS to deliver a comprehensive garage management
service, with clear objectives:

• Improve the overall condition and appeal of garage sites
• Reduce complaints by delivering a more responsive, professional service
• Increase occupancy rates and drive income growth

SPS was selected based on its affordability, strong track record and proven expertise
in managing garage portfolios for housing providers, using a proactive and
collaborative approach.

Working in partnership with the council, SPS implemented a structured management
model focused on refurbishment, ongoing maintenance and improved site presentation,
ensuring garages were safe, accessible and appealing to residents.

The Impact

Since the partnership began, Dartford Borough Council has seen a transformation
across its garage portfolio. Garage sites have been refurbished to a high standard,
creating cleaner, safer and more attractive environments for residents.

What was once a declining asset has been repositioned as a positive feature within
neighbourhoods.

Crucially, these improvements have translated into increased demand. Occupancy
increased from 62% to 80% in the first two years of the contract,
with occupancy levels currently measured at 93%.

At the same time, customer satisfaction has significantly improved, with complaints
about garage sites now minimal.

The council now manages a portfolio that delivers long-term value for both the
organisation and its residents.

The SPS partnership has enabled Dartford Borough Council to fundamentally reshape
how its garage stock contributes to the borough, operationally, financially and
for residents.

Rather than a neglected liability, garages are now a well-maintained,
revenue-generating asset that enhances communities and meets customer demand.