How are we performing?

Residents' Performance Report 2019/20

2020 has been a strange and difficult year for many of us.

Following the nation’s lockdown in response to the coronavirus, we’ve been working from home and finding new ways of delivering your services. We’ve had to change the way we do some things, and pause some things completely, but your services and safety have always been our first priority.

Our report for the financial year ending 31st March 2020, shows how we have performed in each of the service areas you have told us are most important to you, such as repairs. These figures are for the whole of Accent, please check your personal statement for information more local to you. (If you are new to us and haven’t had a personal statement yet, you will receive one in the spring).

If you have any questions about any of the information, please get in touch. You can find our contact details here and a list of our customer partners here. You can also also view our audited accounts for 2019/20 for more detailed information on how we are performing.

With the coronavirus, it’s been even more important to be here for you this year. Our specialist income team has helped hundreds of residents in financial or other difficulties with advice and support to get them through tough times. We now have almost 3,900 residents claiming Universal Credit, compared to just 2,200 at this time last year. For more details about how we’ve helped, read our service update.

Sadly, we've heard reports of over 1.3 million more people claiming Universal Credit this year and the demand for food banks rising by almost 90%. As a housing association, we see these struggles daily, and we felt we must try to do something about it. With backing from the Chartered Institute of Housing and the National Housing Federation, we launched the More Than Homes campaign to help foodbank charity the Trussell Trust provide emergency food parcels for people in food poverty. We aim to raise £1 million for the charity by generating support and donations from housing associations across the country and we have already raised around £200,000.

There is a lot we'd like to update you on in this report, but it's important for us to get the messages right. To help us make sure we did that, we asked residents to help us pull together the content of this report, and we will always welcome any comments you want to make about it.

If you'd like to get more involved with influencing what we do, how we do it and how we say it, please get in touch. We'd love to hear from you. 

Thank you for helping us to help you stay safe this year.

Claire Stone, Executive Director of Customer Experience


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