As a result of our commitment to act on your feedback, and our continued work to improve the services we provide to you, we are excited to share news of our revamped housing management and leasehold and homeownership services.
We still have some work to do to get everything and everyone in place before we can start delivering our plans, but we wanted to let you know about the changes as soon as we could.
These positive changes will allow us to work better, not only to deliver the standard of service you expect, but also to meet the quality standards set by our regulator, drive value for money and provide excellent quality services.
Our new ways of working, which will be fully operational in the coming months, will see a more traditional housing management structure and ways of providing frontline services to customers.
Whether you are a tenant or homeowner, we want to make sure you have dedicated contact points to deal with your varying enquiries.
Housing Management for Tenants
Your first point of contact when you call will continue to be our skilled and highly trained advisors in our housing and technical hubs. Whether reporting repairs or other matters, these teams will aim to handle your query and provide any support you may need. We hope this makes talking with us much easier, as we know improving communication is very important to you.
We have created a new ‘housing partner’ role. Our housing partners will each manage a smaller patch of rented homes. As well as the housing partner role, we have introduced some new teams, which will all play an important part in delivering the services we provide to you. For example, our new specialist housing team will make sure you receive a fair and consistent service, but also a more tailored service if you live in our independent living schemes or temporary homes where our services may be provided differently. This team will be supported by:
- Community development and inclusion – This team will work to build and nurture the communities we operate in and provide opportunities for customers who may need support around financial and digital inclusion.
- Allocations – This team will work to support new customers find their home with Accent.
If you live in one of our independent living schemes, your service will carry on as normal and you can refer to your scheme manager should you need any support.
Leasehold & Homeownership Team (for shared owners, leaseholders and freeholders)
We have also reviewed how the former homeownership team served our homeowners and are pleased to introduce our new leasehold & homeownership team. This team of leasehold and homeownership partners and assistants is dedicated to dealing with enquires from our shared owners, leaseholders and freeholders. Whether enquiring about your service charge, seeking clarity on your lease, or understanding when planned maintenance is taking place, the team will be able to help you.
The housing services and leasehold and homeownership teams will work together to make sure all customers receive a consistent Accent service.
What else has been happening?
Over the last 12 months we’ve been working to transform our repairs and maintenance services. With these improvements, and new teams, we are confident the standard of services we deliver to you will continue to improve.
New, highly skilled teams have been recruited, and we have remodelled how we operate and manage our contractors to improve services, provide value for money and make sure our homes are fit for the future.
What will happen next?
We’ll need the skills and experience of our existing colleagues to deliver our new service, so there will be names and faces you may know, but we are also recruiting new skills from outside Accent to help us to deliver a professional, tailored, right-first-time service.
While we appoint and settle in these new teams and ways of working, we want to thank you for your patience and understanding.
We look forward to introducing you to our new colleagues soon, but in the meantime, please check your ‘My Account’ or call our housing hub if you need to speak with a member of our housing services team.
Please keep an eye on our website for future service updates.