Tenant satisfaction and feedback 2025/26

Tenant satisfaction and feedback

We measure these through an annual perception survey. 

 

This information comes from the survey that ran from late September to early November 2025 with customers who live in our general needs homes, housing for older people, intermediate rent (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.

 

Where these figures were separated, it will be shown as low-cost home ownership (LCHO) and low-cost rental accommodation (LCRA).

 

Our response rate decreased since the last TSM surveys in 2024, but we are still pleased that many people shared their views with us:

Read more about Performance and Tenant Satisfaction Measures
33.3%

in 2023/24

(28.4% for LCHO)

44.3%

in 2024/25

(39.4% for LCHO)

42.9%

in 2025/26

(37.4% for LCHO)

TP01. Taking everything into account, how satisfied or dissatisfied are you with the service provided by Accent?

62.6%

in 2023/24

32.8% for LCHO

64.1%

in 2024/25

37.4% for LCHO

68.6%

in 2025/26

(39.5% for LCHO)

TP02. How satisfied or dissatisfied are you with the overall repairs service from Accent over the last 12 months?

62.1%

in 2023/24

65%

in 2024/25

67.5%

in 2025/26

TP03. How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

58%

in 2023/24

62.3%

in 2024/25

65%

in 2025/26

TP04. How satisfied or dissatisfied are you that Accent provides a home that is well maintained?

62.6%

in 2023/24

65.4%

in 2024/25

67.9%

in 2025/26

TP05. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Accent provides a home that is safe?

68.1%

in 2023/24

(47.6% for LCHO)

71.2%

in 2024/25

(58.9% for LCHO)

74%

in 2025/26

(58.2% for LCHO)

TP06. How satisfied or dissatisfied are you that Accent listens to your views and acts upon them?

52%

in 2023/24

(22.7% for LCHO)

54.8%

in 2024/25

29.3% for LCHO

58.6%

in 2025/26

(32% for LCHO)

TP07. How satisfied or dissatisfied are you that Accent keeps you informed about things that matter to you?

60.9%

in 2023/24

37.7% for LCHO

62.4%

in 2024/25

44.8% for LCHO

64.7%

in 2025/26

(44% for LCHO)

TP08. To what extent do you agree or disagree with the following “Accent treats me fairly and with respect"?

64.8%

in 2023/24

(37.4% for LCHO)

67.5%

in 2024/25

(46.3% for LCHO)

70.6%

in 2025/26

(45.4% for LCHO)

TP09. How satisfied or dissatisfied are you with Accent’s approach to complaints handling?

26%

in 2023/24

(8.4% for LCHO)

28.6%

in 2024/25

(15.6% for LCHO)

32.9%

in 2025/26

(18.6% for LCHO)

TP10. How satisfied or dissatisfied are you that Accent keeps these communal areas clean and well maintained?

57.1%

in 2023/24

(33.7% for LCHO)

57.9%

in 2024/25

28.5% for LCHO

61.6%

in 2025/26

(38.3% for LCHO)

TP11. How satisfied or dissatisfied are you that Accent makes a positive contribution to your neighbourhood?

49.6%

in 2023/24

(21% for LCHO)

53.1%

in 2024/25

(24.5% for LCHO)

56.8%

in 2025/26

(29.5% for LCHO)

TP12. How satisfied or dissatisfied are you with Accent’s approach to handling anti-social behaviour?

51.2%

in 2023/24

(23.5% for LCHO)

55.4%

in 2024/25

(23.4% for LCHO)

57.2%

in 2025/26

(26.8% for LCHO)

Additional Questions

 

Over the last two years, we asked a couple of additional questions to gain a deeper understanding of what customers thought about us.

Would you recommend Accent as a landlord?

77.9%

2024/25

of customers said they would recommend Accent as a landlord (59.3% for LCHO)

80.3%

2025/26

of customers said they would recommend Accent as a landlord (60.4% for LCHO)

How well does your Accent home meet your current needs?

58.8%

2024/25

of customers said they felt that their Accent home ‘fully' met their needs (55.8% for LCHO)

60.5%

2025/26

of customers said they felt that their Accent home ‘fully' met their needs (55.6% for LCHO)

Download supporting information

Take a look at the questions we asked LCRA customers:

Download LCRA Questions

Take a look at the questions we asked LCHO customers:

Download LCHO Questions

If you’d like to read our full methodology document that we submitted to the Regulator of Social Housing, you can find it here.

Listening to our customers through various methods, such as the Tenant Satisfaction Measures, enables us to identify areas for improvement and share with customers particular plans that we believe will help us continually improve. This plan is updated regularly.

Read the Accent Improvement Plan 2026/27

We send out surveys to our customers to find out more about your experiences with our services.

If you want to opt out of future surveys please contact our customer service team who will be happy to help.