Customer Performance Report 2022/23

We are delighted to share our customer performance report for the financial year 2022/23.

We want to work transparently with you and provide you with updates on how we’re performing as your landlord; demonstrate how we’ve listened to feedback you’ve given and adapted the services we deliver as a result; and how we’re planning to improve in the future.

At the beginning of September, all customers who rent their home with us, or have a shared ownership home, will receive a printed copy of our annual performance report. It’s also available to read here, in our publications section. This report contains performance information for the financial year April 2022 – March 2023.

If you are a leaseholder or freeholder, the content of our customer report includes information on services you might not receive from us. However, as someone living in an Accent community, we hope you find the information useful and can see the continuous improvements we are making to make sure everyone is happy and proud to live in an Accent community.

This year, we will also monitor how well we are performing through the new Tenant Satisfaction Measures (TSMs) the Government has designed to check that social landlords are providing their customers with good quality homes and services.

From 11 September to 20 October 2023, the TSM survey will be open. Customers will be asked questions on how satisfied they are with certain services, such as repairs, complaints, safety and ASB. All housing associations will survey their customers in this way and ask the same questions. This will allow us to see how we compare against other housing providers.

We’ll be contacting you via SMS, email or with a phone call. If you need help to complete the survey, for any reason, please let us know. It’s important everyone has an opportunity to have their say. We can make any arrangements you may need.

We will share the results later in the year.

We hope you find our customer performance report useful. If you would like any further information about anything it contains, please get in touch.


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