Making a difference… improving homes, communities and lives

Annual Reports 2015/16

Annual Report Tablet
Our annual reports are now available to view and download online.

It’s been a challenging year for Accent and many housing associations, but we have continued to improve our services. We still have work to do on your priorities - especially on repairs, complaints and anti-social behaviour. We have set ourselves high targets for the year ahead and we will closely monitor our performance against them, and let you know how we are doing.

Making sure we deliver value for money is top priority for us, so we focus on certain areas of service every year. This year, we set out to improve tenancy turnover and reduce the amount of time it takes us to let long term empty properties. You can find out what we’ve achieved on page 9.

The way residents contacted us changed in 2015 with the opening of our new national contact centre and our aim to resolve 75% of all contact at the first point. We have single numbers for residents and homeowners, and dedicated teams for all aspects of our services. As our resident, although you may not be able to visit our offices outside certain times, you can certainly still contact us. Our contact centre is open from 8am to 8pm Monday to Friday and until 12pm on Saturday mornings.

We also launched the Accent Customer Portal last year. Almost 4,000 residents now use it. It’s quick and easy and there when a service is needed. If you are a resident, and need help to access your account, please contact us.  

With the launch of ‘mobile working’ last year came another way in which we can improve service by being able to resolve queries in residents’ own homes. Whilst out and about, our staff can now deal with anything from reporting a repair or tracking its progress to a rent query.  

With our established tenancy support service, we’ve helped over 1,000 of our most vulnerable residents manage their tenancies, access goods and services, and make sure they were claiming everything they were entitled to. 

The next few years will continue to be a challenge for housing associations, but we are a strong and secure organisation ready to embrace them. As our resident, you can help us to continue to improve our services for all residents everywhere by getting more involved – as little or as much as you choose. Contact us to find out how.