Our new and improved services for Residents

We have launched our new Accent Partnership! 

The partnership, which residents and staff helped to develop, is based on residents' priorities. A very important part of it are some new, specialised roles, particularly the customer partner which will form a single point of contact for every resident in every aspect of their tenancy with Accent.

Through the Accent Partnership, we will provide improved services and standards across our homes, our repairs, tenancy support, customer contact and our lettings. We have also invested in new technology for better online services and mobile working for those residents happy to do business with us online - not forgetting those of you who still want a more personal service.

Executive Director of Customer Experience Claire Stone sees the partnership as making a real difference for residents. "We have improved services in all our residents’ key priority areas, including contact, repairs, anti-social behaviour, the quality of their homes and tenancy support, she says." "We have also introduced a new online lettings process." 

“But we aren't just focusing on improved online services. Key to the Accent Partnership is the role of the customer partner, a personal, named contact which replaces our housing and tenancy support officer roles. Our customer partners will be with residents from the start of their journey with Accent, and provide guidance and support through every aspect of their tenancy. They will help our residents better understand their rights and responsibilities, our rights and responsibilities and help them to support and maintain their tenancy through any difficult times or unforeseen circumstances.”

“With the a new customer care check at least once a year, we will make sure our residents’ homes still meet the needs of the household, carry out essential safety and maintenance checks and provide a further opportunity for residents to engage.”

“To make sure we deliver the service we promise, we will measure our performance against a set of higher quality service standards and improved scrutiny.”

A part of the service offer yet to be fully agreed is a new loyalty scheme. “We want to reward our loyal, longer standing residents,” says Claire “and we are currently looking at a number of ideas."  

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