We publish this information to help customers understand how we are performing.
This information shows where we ended our Q1 performance (April - June 2026).
Your home
This section shows how we are looking after your home.
of emergency repairs were completed on time in June 2026. RP02(2)
This score is up from 94.9% last quarter. We aim to make 100% of emergency repairs safe within 24 hours of them being reported to us.
of routine repairs were completed on time in June 2026. RP02(1)
This is slightly down from 81% last quarter. We aim to complete routine repairs within 28 days.
Your Neighbourhood
This section shows how we are supporting neighbourhoods and communities, including tackling anti-social behaviour and investing in local projects.
9.2 anti-social behaviour cases open per 1,000 homes. NM01
This is the end of Q1 position (June). Our target it 20.
of customers said they were satisfied with how we look after shared gardens and outdoor areas in 2025.
The survey is carried out twice yearly and new data isn't available this quarter.
£40million
of social value was created last year (25/26). Our target was £5million. We report on this measure annually.
Customer Service and Complaints
This section shows how we are supporting customers, answering calls, and dealing with complaints.
of customers told us they were satisfied with our housing hub team in June 2026.
This is up from 94.4% last quarter. Our target is 95%
of customers told us they were satisfied with our technical hub team in June 2026.
This is slightly down from last quarter which was 79.8%. Our target is 85%.
122 seconds
The average time it took us to answer the phone when customers called our housing hub in June 2026.
251 seconds
The average time it took us to answer the phone when customers called our technical hub in June 2026.
of Stage 1 complaints were responded to within timescales in June 2026.
We aim to resolve stage 1 complaints within 10 working days.
of Stage 2 complaints were responded to within timescales in June 2026.
If a complaint is reviewed again, we aim to resolve it within 20 working days.
of customers were satisfied with our complaints handling in June 2026 TP09
Read our Improvement Plan
Your feedback continues to play an important role in shaping our priorities and helping us improve.
Our Improvement Plan sets out the actions we are taking to improve customer experience and service performance across Accent. We regularly review and update this plan so customers can see the progress we are making.
