We listen to customers in many different ways, including through surveys, complaints, customer groups, workshops and the Tenant Satisfaction Measures (TSMs) survey.
Your feedback helps us understand what we’re doing well and where we need to improve. It also helps shape the decisions we make and the services we deliver.
In April 2026 we shared a plan of action. You can read more below.
What our results tell us
Our Tenant Satisfaction Measures (TSMs) are one of the ways we understand how customers experience their homes and our services. We also compare our results with housing associations of a similar size to Accent, so we can see how we're doing compared with others.
For customers living in our rented homes, satisfaction has improved over the last three years, with all of the individual TSM measures improving in our latest results (you can view our 2025/26 results here). This is good progress, but we know there is more to do and we remain behind similar housing associations in a number of important areas.
For our low-cost home ownership customers, the picture is more mixed. Most measures improved in our latest results, but satisfaction remains lower and we remain behind similar housing associations in some key areas. We know we need to do more to improve this experience.
What you told us
Through your feedback and TSM results, customers told us they want:
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better communication and updates
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improved repairs services
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clearer and more accessible information
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better handling of complaints
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cleaner and better maintained communal areas
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more opportunities to influence services
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improved support tailored to customer needs
What we’re improving
We are improving the way we manage repairs and communicate with customers throughout the repairs journey.
What we’re doing
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Introducing ‘last-mile tracking’ so customers can see when contractors are on their way to their home
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Improving system links with contractors so repair appointments and updates can be tracked in real time
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Strengthening contractor performance monitoring to ensure repairs are completed well and on time
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Involving customers in selecting and reviewing repairs contractors
Timescales
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Last-mile tracking – Complete
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Contractor system improvements – Complete
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Improved contractor performance measures – Complete
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Customer involvement in contractor reviews – June 2027
We want to make sure our services are accessible and responsive to different customer needs.
What we’re doing
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Introducing a new Customer Inclusion and Support Policy and training colleagues to better support customers in different circumstances
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Improving customer information and insight so services can be tailored more effectively
Timescales
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Customer Inclusion and Support Policy – Complete
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Improved customer data and insight – January 2028
Customers told us they want clearer, more relevant and easier-to-understand communication.
What we’re doing
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Developing a new Communication Strategy
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Tailoring newsletters based on the type of home customers live in
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Creating new customer handbooks explaining key responsibilities and important information
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Scoping a new customer interactions project to improve communication across different channels
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Introducing a new case management system so customers do not have to repeat information
Timescales
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Communication Strategy – Complete
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Tailored newsletters – Complete
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Customer engagement framework – Complete
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New case management system (launch of project) – Complete
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Customer interactions project – December 2026
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Customer handbooks – October 2026 (Moved from July 2026)
We want customers to have more opportunities to shape services and influence decisions.
What we’re doing
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Embedding a new customer engagement framework
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Publishing regular ‘You said, we did’ updates
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Co-designing future customer interaction improvements with customers
Timescales
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Customer engagement framework – Complete
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‘You said, we did’ updates – Complete
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Customer interactions project – December 2026
We are improving communication and reporting in communal areas and focusing on the improvements that matter most to local communities.
What we’re doing
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Piloting new communal area noticeboards with important estate information, fire safety details and contact information
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Making it easier to report cleanliness or maintenance issues in communal areas
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Exploring QR code reporting options once our new CRM system is live
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Relaunching Community Action Plans to focus on neighbourhood priorities
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Strengthening contractor performance monitoring for estate cleaning and maintenance
Timescales
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Estate noticeboard pilot – October 2026 (Moved from July 2026)
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Easier communal area reporting – October 2026 (Moved from July 2026)
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Community Action Plans relaunch – Complete
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Estate contractor monitoring improvements – Complete
We are improving how complaints are managed and how we learn from customer feedback.
What we’re doing
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Introducing new monitoring tools and dashboards to identify issues earlier
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Providing additional complaint handling training for colleagues
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Calling customers back after low satisfaction feedback to better understand concerns
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Publishing regular updates showing how customer feedback has led to service improvements
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Reviewing how we gather feedback on anti-social behaviour cases
Timescales
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New complaint monitoring tools – Complete
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Additional complaint handling training – Complete
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Customer follow-up calls after low satisfaction – Complete
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ASB feedback review – December 2026 (date moved from June 2026)
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‘You said, we did’ updates – Complete
We want to make service charges clearer and easier for customers to understand.
What we’re doing
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Carrying out a full review of service charges and supporting information
Timescales
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Service charge review – January 2028
Keeping you updated
We will continue to update this page regularly so customers can track our progress and see the improvements being made across our services.
Your feedback continues to play an important role in shaping our priorities and helping us improve.
Our last update was shared in August 2026. You can read this here.
We also share lots of improvement work through our quarterly customer magazines and our annual performance report. You can read these, and other useful documents online here. If you require them in another format, please just let us know and we'll be happy to help.
Changes to timescales
We review our improvement plan to make sure timescales remain realistic and achievable. We will continue to update this page so customers can track our progress and see where timescales have changed. If this is the case, you can read more information in our updates. Our first, and most recent one, is here.
How will we know if things are getting better?
Completing the actions in this plan is important, but what really matters is whether customers see and feel a difference as our work embeds.
As we deliver the plan, we'll look at future TSM results, how we compare with similar housing associations, our service performance, complaints and what customers continue to tell us.
We'll use this information to understand whether things are getting better and where we still need to improve. We'll continue to share what we're learning openly, so you can see what you told us, what we've done, what difference it's making and what we still need to work on.
