OfficevisitorsOffice Visitors

Findings from a recent survey indicate that more than 70% of residents choose to manage their tenancy via our head office Contact Centre. 8 out of 10 residents have told us that they are satisfied with ‘the helpfulness of staff’, ‘staff ability to deal with enquiries at the first point of contact’ and the ‘overall service provided’ by our Contact Centre.

In addition, Accent staff are equipped with mobile devices, meaning that they are able to help you manage your tenancy by visiting you at home. For residents who are comfortable communicating with us online, many of our services are available through the Customer Portal.

In spite of this, some residents still choose to visit their local office to pay rent, report repairs and make other enquiries. We carried out a survey of residents to determine whether keeping out offices open to resident without an appointment represented value for money. The findings from the survey were as follows:

  • 90% of residents who have visited their local office in the last 12 months live within 5 miles. Only 2% of residents who have visited their local office in the last 12 months live more than 10 miles away. This suggests that keeping the offices open is only a benefit to those who happen to live close by.

  • 9 out of 10 residents who had visited the office to pay their rent in cash were aware that they could pay their rent in other ways, and almost half said that they had considered paying by Direct Debit to save them a trip to the office.

  • Up to 90% of residents have internet access at home and ¾ residents would be willing to access Accent’s services online in the future, if they are not already doing so.

  • More than half of the residents agreed with Accent’s proposals to close the offices to visitors without an appointment, given that residents can access our services online, via the Contact Centre or via mobile-working.