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 regularly measure act on customer feedback,and share the results openly.
In this area of our website, you can:
- view our latest performance results
- read our Tenant Satisfaction Measures (TSMs)
- see how customer feedback is shaping our services
- explore reports and important documents
- understand what we’re improving and why
Performance at a glance
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.
Tenant Satisfaction measures (known as TSMs)
TSMs are a set of questions and checks set by the Regulator of Social Housing, used to understand how satisfied tenants and shared owners are with the services from their housing provider.
TSMs combine:
- customer feedback gathered through surveys
- management information collected from our housing systems
These measures help you hold us to account and help Accent improve services.
Accent Improvement Plan 2026/27
We’re listening and acting
Customer feedback directly shapes how we improve our services, including:
- damp and mould communications
- complaints communications
- rent and service charge information
- lettings policies
Get involved
We always want to hear feedback from our customers, as this helps shape and improve our services.
You can:
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speak to your Housing Partner
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contact our Customer Services team
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join our Customer Influence Framework
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take part in surveys and workshops