We publish this information to help customers understand how we are performing.
This information was last updated in April 2026. The data below shows our performance during March 2026.
Your home
This section shows how we are looking after your home.
of emergency repairs were completed on time in March 2026.
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 March 2026.
We aim to complete routine repairs within 28 days.
of customers were satisfied with their repairs in March 2026.
This is up from 79% of customers in December 2025.
99.84% of homes were gas compliant.
We want 100% of homes to have a gas safety check every year.
of homes met electrical compliance in March 2026.
We want 100% of homes to have an electrical safety check every year.
of homes met the decent home standard in March 2026
Up from 99.3% in December 2025.
Your Neighbourhood
This section shows how we are supporting neighbourhoods and communities, including tackling anti-social behaviour and investing in local projects.
36.6 anti-social behaviour cases open per 1,000 homes in March 2026.
Up from 29.1 cases per 1,000 homes in December 2025.
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.
£40million
of social value was created last year (25/26). Our target was £5million.
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 March 2026.
Our target is 95%.
of customers told us they were satisfied with our technical hub team in March 2026.
Our target is 85%.
80 seconds
The average time it took us to answer the phone when customers called our housing hub in March 2026.
237 seconds
The average time it took us to answer the phone when customers called our technical hub in March 2026.
of Stage 1 complaints were responded to within timescales in March 2026..
We aim to resolve stage 1 complaints within 10 working days. Down from 86.9% in December 2025.
of Stage 2 complaints were responded to within timescales in March 2026.
If a complaint is reviewed again, we aim to resolve it within 20 working days. Up from 64.7% in December 2025.
of customers were satisfied with our complaints handling in March 2026.
Up from 50% in December 2025.
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.
