Here at Accent we are committed to being open and transparent about our performance. We want to make sure that our services are always high quality and deliver value for money. We know we are on a journey, and are committed to constantly improving our services to customers. This is why we closely monitor our performance as well as customer satisfaction and feedback.
It’s important we let you know about how we are doing on our performance. This way you can see what we’re doing well, and where we need to improve. With this information, you can scrutinise us and hold us to account to do better.
In this area of the website, you can find out how we are performing as a landlord; what we’re doing well, and where we need to focus on getting better.
We want to make it easy for you to understand how we’re doing and the progress we’re making, so we measure our performance in different ways.
This is through our own key performance indicators and the Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs).
Our own Key Performance Indicators (known as KPIs)
We track a number of key measures that monitor how well we are delivering our services. These cover a range of important areas from customer safety and satisfaction to customer service response and the handling of complaints. These help us stay focussed and on track to delivering our core housing and support services to customers.
We publish this information every 3 months, both to customers and our own teams.
Tenant Satisfaction measures (known as TSMs)
TSMs are a set of questions and checks set by the Regulator of Social Housing, used to understand how satisfied tenants and shared owners are with the services from their housing provider.
The TSMs consist of 2 types of information:
Tenant perception results
Each year we ask you 12 questions as part of a survey about what you think about key parts of our service. We ask the questions to 2 groups of customers: Customers living in rented homes, which the Regulator of Social Housing refers to as LCRA, and customers who own their home, which the Regulator of Social Housing refers to as LCHO.
Management information results
Each year we also generate internal performance information about key services we provide.
Why are the TSMs important?
- They give you a voice and a chance to share your views in a structured way
- They help landlords like us improve by giving us real insight
- They promote fairness and accountability, and encourage us to achieve high standards
- They build trust when you are able to see improvements being made off the back of feedback you’ve provided.
Get in touch
We always want to hear feedback from our customers, as we use this to steer and shape our services.
You can do this by calling 0345 678 0555, emailing customerservices@accentgroup.org, speaking to your Housing Partner or joining our Customer Influence Framework.