Here at Accent we are committed to being open and transparent about our performance. We want to make sure that our services are always high quality and deliver value for money. We know we are on a journey, and are committed to constantly improving our services to customers. This is why we closely monitor our performance as well as customer satisfaction and feedback.
It’s important we let you know about how we are doing on our performance. This way you can see what we’re doing well, and where we need to improve. With this information, you can scrutinise us and hold us to account to do better.
In this area of the website, you can find out how we are performing as a landlord; what we’re doing well, and where we need to focus on getting better.
We want to make it easy for you to understand how we’re doing and the progress we’re making, so we measure our performance in different ways.
This is through our own key performance indicators and the Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs).
Our own Key Performance Indicators (known as KPIs)
We track a number of key measures that monitor how well we are delivering our services. These cover a range of important areas from customer safety and satisfaction to customer service response and the handling of complaints. These help us stay focussed and on track to delivering our core housing and support services to customers.
We publish this information every 3 months, both to customers and our own teams.
Performance Measures about the Home
of emergency repairs were completed on time
We aim to make emergency repairs safe within 24 hours of them being reported to us.
of routine repairs were completed on time
We aim to finish routine repairs (not urgent) within 28 days of them being reported to us.