How are we performing?

The Tenant Services Authority is the agency that regulates us. It wants to know how we deliver our services at the quality and value for money you have a right to expect. On this page, you will find some facts and figures that you have asked to see about your rent, repairs and other services.

We use these figures to monitor how we are performing and, working closely with residents, we constantly strive to improve our performance and our services.

How satisfied are you with your services?

Every year, we carry out a survey across a sample of Accent Foundation residents. The results show us where we are doing well, and where we need to do better. The results then turn into priorities and action plans for the future. Through taking part in the survey, our residents directly influence and improve their services.

These figures are taken from the Survey of Tenants and Residents or 'STAR Survey' we did in 2011 comparing the results with the previous year.

Overall, 86% of our residents were happy with the services we provided, (compared to 85% in 2009/10).

72% of our residents were happy that their views were being taken into account, (compared to 67% in 2009/10).

81% of our residents were happy with the way we dealt with repairs and maintenance, (compared with 80% in 2009/10).

By comparing scores from past surveys, we can see that you are more satisfied with our services.

Repairs

In response to your requests and to help give you an even better service, we have introduced some new features recently, including better call handling, more appointment slots, on-line routine repair reporting, direct emailing and call backs. The following figures were recorded on 31 January 2012.

Emergency repairs completed within 24 hours: Target 100% Actual 98.62%

Urgent repairs completed within seven (7) days: Target 99% Actual 93.65%

Routine repairs completed within one month: Target 99% Actual 97.8%.

How each £1 of your rent is spent

Every penny of every pound of your rent is put to good use. It helps us to improve the services we give you and keep your home safely managed and maintained.