Making a difference… improving homes, communities and lives
  • The small print

The small print

SmallprintOur web site, is an internet based service created and published by Accent Group Limited. When you use our site, you accept the following terms and conditions.

If these terms and conditions need to change at any time, it is our responsibility to publish them. It is your responsibility to check if any changes have been made and, if they have and you continue to use the site, this signifies you have accepted them.


Any content within the pages of our website must not be copied, reproduced, republished, downloaded, posted, distributed, broadcast or transmitted in any way without our prior, written consent. Permission to use our content must be applied for in writing from our communications coordinator:

Heather Jacklin
Accent Group
Charlestown House
Acorn Park Industrial Estate
Otley Road, Shipley
West Yorkshire, BD17 7SW


The Accent site must only be used for lawful purposes, and in a manner which does not infringe the rights of, or restrict or inhibit the use and enjoyment of this site, by any third party. 

This site and the information, names, images, pictures, logos and icons regarding or relating to Accent Group, its products and services (or to third party partnerships, products and services), is provided without any representation or endorsement and without warranty of any kind whether expressed or implied. In no event will we be liable for any damages of any kind arising out of, or in connection, with the use of this site, or by unauthorised or unlawful use of any of its content by other parties.

We cannot guarantee that this website or its content is fully functional, accurate, reliable and error free, that defects will be corrected, or that this site or its server are free of viruses or bugs.


Any links that we provide to other web sites are given in good faith, and for assistance or information only. In using links, our website is exited and the user is accepting the terms and condition of the linking website. In no event will we be liable or accountable for any subsequent use of links to other websites we publish. Although we may provide links, this does not indicate endorsement of any kind.

If you are an organisation that wishes to link to the Accent website, please contact the communications team for permission. Failure to do so may result in your link being removed.


If, from time to time, there is other information that contradicts or conflicts with these terms and conditions, it will not take precedence over them.


If you do not agree to these terms and conditions in full, then you must log out of the Accent web site immediately. These terms and conditions apply every time you use our web site.

Privacy Statement

How and why do we collect information?

We collect information about you whenever you interact with us. When you apply to us for housing or a job, contact us about our activities, send or receive information or engage with our social media, you are giving us your personal information.

We also collect information about the services you use and how you use them, for example, when you visit our website, or view and interact with our forms and content. We may also receive information about you from third parties – for example, where you have given them permission to share your information, or where we gather additional information from publicly available sources. The information we collect from these third party sources may include, for example, email and contact preferences, information on lifestyle choices and household details. We use this information to improve the services we provide to you, how we communicate with you and what we communicate about.

Marketing Information

If you have expressed an interest in receiving marketing or promotional information from us, we may send you direct email information about, for example, the homes we have available to let or the events we are planning. Under the section ‘Changes to this Privacy Notice’ we explain your right to ‘opt-out’ of or ‘unsubscribe’ from receiving such information.

You cannot unsubscribe or opt-out of any information we send you which relates to your tenancy agreement with us, but you can choose your preferred contact method (email, phone, letter) to receive this information, which we will use wherever possible.

How we use your information during your tenancy

We use your information to:

  • Collect your rent or service charge.
  • Better understand your needs, circumstances, preferences and interests.
  • Communicate with you in your preferred method about things that affect you, that we need to tell you, or about things we think you may find useful. 
  • Arrange repairs or servicing to your home.
  • Improve our services to make sure they meet your needs. 
  • Respond to anti-social behaviour, complaints or other feedback.
  • Prevent or investigate fraud or other criminal activity, or where it is required by law.
  • Protect children and vulnerable adults. 
  • Make sure your home’s utility bills are paid and up-to-date.
  • Communicate with you in your preferred way about your preferred interests.
  • Invite you to participate in interactive services on the Accent Hub.

We also analyse the personal information we collect about you to create a personal profile about you and your tenancy. We use this information to decide the best way to talk to you, what things we need to talk to you about and to improve the services we provide to you. If you would like to know more about this, or opt-out of this please contact us on 0345 678 0555.

With your permission, we may use your photographs in our magazines, newsletters and annual reports, and on our website, Facebook and Twitter pages. If we need to use your information for any other purpose we will, where possible, tell you beforehand. We may use photographs for up to three years, but the information we produce may circulate in the public domain for longer.

When your tenancy ends, we will keep your information for up to six years. This depends on the conditions under which you left your tenancy. Keeping your information for as long as it is needed allows us to provide any further services that may be required, for example, giving references to another landlord. It also helps us deal with any follow up issues relating to your tenancy, such as helping you settle any rent or service charge arrears. Once the time has passed, we will destroy your information securely.

Keeping your Information Up to date

To ensure that the data we hold about you is kept accurate and up to date, we may occasionally use information sources that are in the public domain to verify your details. These details include those mentioned in the ‘How and why we collect information from you’ section. We may also use this additional information to further improve how we provide services to you, and how we talk to you and what we talk to you about.
If at any time you wish to change how we communicate with you, or update the information we hold about you, please get in touch. You can also update some of your own information yourself by logging into your account on the Accent Customer Portal.

Sharing your Information

We often need to share your information with other organisations. The list includes our repairs contractors, local councillors and the police. See our leaflet for more details about who we share your information with and why.

We will not, under any circumstances, share your data with anyone for marketing purposes and you will not receive offers from other companies or organisations as a result of giving your details to us.

Your Rights

You have a right to know what information we have about you and who we share it with. If you would like to see your personal information, or have a copy of it, please contact us. We charge £10 to cover administration costs. You can contact us by:

  • Writing to: Customer Contact Centre, Accent Group, Charlestown House, Acorn Park Industrial Estate, Otley Road, Baildon, Shipley, BD17 7SW. 
  • Emailing:
  • Telephoning: 0345 678 0555

Links to other Websites

The Accent website contains links to other websites that we feel might be useful to you. Once you have used these links to leave our site, we are not responsible for the collection, protection and privacy of any information which you give to other sites while visiting them, as they are not governed by this privacy statement. You should be cautious and look at the privacy statement relating to the website in question.

There are minimum levels of information we need to obtain for different purposes. We always ask for your name and title so we know how to talk to you. We need to be able to confirm any transactions you make on our website by sending you an email, which is why certain fields are mandatory on all our web forms.

Changes to this Privacy Notice

We reserve the right to amend this privacy statement at any time. We recommend you check these details on occasions to keep up to date with any changes in our privacy policy.
You can also update or change any of your marketing preferences at any time (including telling us that you don’t want us to contact you for marketing purposes) by:

  • Indicating you do not wish to receive our marketing emails by clicking the ‘unsubscribe’ link at the end of our marketing emails. 
  • Asking us to stop sending you marketing texts by sending us an "opt-out" text message, following the instructions we provide you in our initial text.

How we protect your personal information?

We take appropriate measures to ensure that we keep your information secure, accurate and up to date, and that we only keep it as long as is reasonable and necessary.

When sharing information with other parties, for example, your name and address for mailing purposes, we enter into information sharing contracts. These require all parties to comply with data protection laws and ensure they have appropriate controls in place to protect the security of your information. We do not allow these organisations to use your data for their own purposes.

Although we use appropriate security measures once we have received your personal information, the transmission of information over the internet is never completely secure. We do our best to protect personal information, but we cannot guarantee the security of information transmitted to our website, so any transmission is at the user’s own risk.

Job applicants and current and former employees

If you apply to work for us, we will only use the information you give us to process your application and to monitor recruitment statistics. If we want to disclose information to someone outside Accent, for example, if we need a reference, we will make sure we tell you beforehand, unless we are required to disclose this information by law.

If you are unsuccessful in your job application, we will hold your personal information for six months after we’ve finished recruiting the post you applied for. After this date we will destroy or delete your information.

If you begin employment with us, we will put together a file about your employment. We keep the information in this file secure, and will only use it for matters that apply directly to your employment.

Once you stop working for us, we will keep this file for six years. You can contact us to find out more about this.

Your credit or debit card information

If you use your credit or debit card to pay your rent or service charge, we pass your card details securely to our payment processing partner as part of the payment process. We do this in accordance with the Payment Card Industry Security Standard (PDF download), and don’t store the details on our website or databases.

Emails terms of use

Emails aren’t always secure. They can be intercepted or changed after they’ve been sent. We do not accept liability if this happens. Never send us any financial information through email.

Collecting information through our website

We may collect information when you visit our website, depending on how you use it. We monitor how people use our website so we can improve it. We collect this information anonymously. The information we may record includes:

  • The areas of the website people visit.
  • The amount of time people spend on the site.
  • Whether people are new to the site, or have visited it before.
  • How people come to our website – for example, by searching or an email link
  • The type of devices and browsers people us.
  • How people use the website and the quality of their experience. 

People can use our website anonymously without giving us any information.

If you have any questions or concerns about this privacy statement, or how we collect, use or store your information, please contact us.


The Freedom of Information Act does not apply to Accent, but we want to be accountable for our actions. We want to give you the chance to see how we conduct our business and challenge us on anything you think is expensive, unreasonable or unnecessary.

We will consider requests for information that is not shown on this, or other pages, but we have the right to refuse to share information that we feel, for instance, puts our business at risk, concerns legal matters, or that puts us in breach of the Data Protection Act.

In sharing other information, except when we are legally obliged to do so, we will consider whether we think:

  • The information shared is actually useful to the person requesting it. 
  • Value for money – if the cost of supplying the information is justified.  
  • Whether the information is sensitive to the business or any individual. 

The final decision as to whether a piece of information is shared or not rests with the executive team or the appropriate customer services committee.

We are governed by the Data Protection Act, which may limit the information we can share in some circumstances.


Our company and society rules are not available to download from our website. If you would like copies of any of them, please contact us on 0345 678 0555.