Customer Communications
Customer Communications

The Compliance & Scrutiny Committee (CSC), a resident-led group, carried out a review into Accent’s written publications. As part of this review, Accent invited a number of residents living in the South to take part in a survey to tell us more about what residents think about our printed publications. We are pleased to report that over 400 residents took part.

The aim of the survey was to ensure that Accent’s written publications are informative, useful, interesting and relevant to our customers as individuals.

To complement the survey, a number of residents also took part in a focus-group in which they examined previous newsletters, our range of leaflets and our website in close detail. The findings of the survey and the focus group were as follows:

  • Some residents stated that they did not feel that Accent’s newsletter was relevant to them. As such, we are hoping to offer residents tailored news which is better matched to their interests and preferences in the future.

  • Some residents expressed frustration about having to repeat themselves when reporting problems, at Accent’s failure to keep them informed about the progress of repairs and complaints, and the lack of communication between Accent staff and contractors. As such, verbal communication and the way in which it is recorded may become a topic of future scrutiny.

  • Accent largely relies on post to keep our tenants informed. However, we found that some customers had a preference for email and text message suggesting that we could make better use of these communication methods. This could help to save the organisation money.