2021 - 2022 How are we performing?

To jump to a specific area of performance please click on one of the options below:


KEY:

Indicates performance is below target
Indicates performance is above target

Headlines

20,779

Number of homes owned

Headlines

View more information
62.5 /100

UKCSI Score

Target: 70

Repairs & Maintenance

Include brief commentary about performance here.

Repairs & Maintenance

View more information
99.66 %

% homes which meet the Decent Homes Standard

0.13%
Target: 100%

Repairs & Maintenance

84.1 %

% emergency repairs made safe within 4 hours

Target: 100%

Repairs & Maintenance

66.6 %

% day-to-day repairs completed within currently 15 days

Target: 95%

Repairs & Maintenance

79.8 %

% first time fixes

Target: 90%

Repairs & Maintenance

View more information
4.13 /5

Average satisfaction score for day-to-day repairs

Target: 4.5 (out of 5)

Planned Improvements

Include brief commentary about performance here.

Back to top

Planned Improvements

£13.74 m

£ spent on planned improvements

Target: £17,738,00

Planned Improvements

455

Bathrooms fitted

Target: 838

Planned Improvements

1,910

Heat systems (e.g boilers and radiators) fitted

Target: 2,930

Planned Improvements

722

Kitchens fitted

Target: 1090

Planned Improvements

50

Roofs fitted

Target: 171

Planned Improvements

637

Windows and doors fitted

Target: 984

Planned Improvements

View more information
4.82 /5

Average satisfaction score for planned work

Target: 4.5 (out of 5)

Customer Safety

Include brief commentary about performance here.

Back to top

Customer Safety

99.84 %

% Gas servicing completed

Target: 100%

Customer Safety

View more information
0

Electrical tests overdue (more than 5 years old)

Target: 0

Customer Safety

28

Actions outstanding following safety inspections

Target: 0

Customer Contact

Include brief commentary about performance here.

Back to top

Customer Contact

3.49 MINS

Average time to answer telephone

Target: < 2 minutes

Customer Contact

55 HRS

Average time to read email and action

Target: < 1 day

Customer Contact

78 HRS

Average time to respond to a MyAccount query

Target: < 2 hours

Customer Contact

4.49 /5

Satisfaction with Contact Centre

Target: 4.5 (out of 5)

Lettings

Include brief commentary about performance here.

Back to top

Lettings

1,345

Number of homes let

Lettings

270

Number of empty homes

Target: 317

Lettings

4.52 /5

Average satisfaction score for new tenants

New Homes

Include brief commentary about performance here.

Back to top

New Homes

248

New homes completed

Target: 220

New Homes

View more information
4.30 /5

Satisfaction with new homes

Target: 4.5 (out of 5)

Have Your Say

Include brief commentary about performance here.

Back to top

Have Your Say

542

Members of Accent 1,000

Target: 1,000

Have Your Say

54.0 %

% customers satisfied that Accent listens to your views and acts upon them

Target: 64%

Have Your Say

£1,877

£ invested in resident engagement activity

Anti Social Behaviour

Include brief commentary about performance here.

Back to top

Anti Social behaviour

804

Total cases closed

Anti Social Behaviour

61 DAYS

Average days to resolve a case

Estate Services

Include brief commentary about performance here.

Back to top

Estate Services

3.24 /5

Average satisfaction with estates services

Target: 4.5 (out of 5)

Complaints

Include brief commentary about performance here.

Back to top

Complaints

579

Number of complaints open

Complaints

2,387

Number of complaints closed

Complaints

2.6 DAYS

Average days to respond

Target: 5 working days

Complaints

37.1 DAYS

Average number of days for complaint closure (Early resolution)

Complaints

141.0 DAYS

Average number of days for complaint closure (Manager investigation)

Complaints

169.5 DAYS

Average number of days for complaint closure (Director investigation)

Complaints

125.3 DAYS

Average number of days for complaint closure (Ombudsman/External)

Complaints

View more information
3.98 /5

Average satisfaction with complaints handling

Target: 4.5 (out of 5)

How Accent spends your money

For every £1 of rental and service charge income we receive we spend…

Back to top

Value for Money

25 p

Management costs (staff and overheads)

Value for Money

16 p

Responsive repairs and void works

Value for Money

8 p

Planned maintenance

Value for Money

15 p

Set aside to replace items in customers' homes when they are worn out

Value for Money

1 p

Lost on debt that cannot be recovered

Value for Money

12 p

Spent on loans and mortgages to build homes

Value for Money

4 p

Spent on tenancy support, scheme improvements etc

Value for Money

7 p

Reinvested into properties and services

Value for Money

2 p

Lost due to empty homes

Value for Money

10 p

Spent on services (estate services, communal utilities etc)

Google translate Google translate
click to choose
Colour contrast Contrast
default
high
Font size Text size
down
default
up
svg_logocutout svgsvgsvgsvgsvgsvgsvgsvgsvgsvg