Customer Satisfaction Customer Satisfaction

What Do Accent Housing Customers Think?

One way to measure if we are delivering the Accent Partnership to your satisfaction is our membership of UKCSI (UK Customer Service Index), which tests how good an organisation’s customer service actually is.

Our scores were 66 out of 100 in 2020 (compared to 58 last year). To be ’ServiceMark’ accredited, we need to score 70+ from residents and staff. We have still have work to do, but we are heading in the right direction. Thank you to the 600 of you who took part in this important survey.   

We have also bought in some new customer satisfaction software which allows you to rate your contact with us. In a text or email, you can score us between 1 and 5, (5 being high). Here are the average scores for the services we measure (out of 5).

  • Customer Service 4.47
  • Repairs 4.06
  • Planned Works and Servicing 4.14
  • New residents 4.55
  • New homes 4.14

Our contact centre handled over 386,000 emails and phone calls in 2019/20.

Your satisfaction with our contact centre team is high, with an average score of 4.47 out of 5.

When you need to speak to us, our contact centre advisors are here from 8am to 8pm from Monday to Friday, and from 8am to 12pm on Saturdays. Don't forget that you can email and webchat us too.

If you just want to check who your customer partner is, you can do that here.

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