Performance and TSMs 2023/24

Accent's statistics

Management Performance Information

Below, you can find information on how we perform across our housing services.

 

This information comes from our general needs homes, housing for older people, supported housing, intermediate rent, (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.  

 

We measure these directly through the information we hold on our systems, which is reported to the Regulator of Social Housing.

100% of homes

have had all required gas safety checks

100% of homes

have had all required asbestos management surveys or reinspections

100% of homes

have had all required fire risk assessments

100% of homes

of homes have had all required legionella risk assessments

99.3% of homes

have had all required communal passenger lift safety checks

0% of homes

do not meet the Decent Homes Standard

Anti-social behaviour

34.2 anti-social behaviour cases

opened per 1,000 homes

1.1 anti-social behaviour cases

that involve hate incidents opened per 1,000 cases

Repairs

80.4%

of non-emergency responsive repairs completed

within the landlord’s target timescale (LCRA properties)

89.4%

of emergency responsive repairs completed

within the landlord’s target timescale (LCRA properties)

Complaints and customer service

52.1 stage one complaints

received per 1,000 homes. (37.6 for LCHO)

7.6 stage two complaints

received per 1,000 homes. (9.0 for LCHO)

57.5%

stage one complaints

responded to within target timeframe.* (64% for LCHO)

75.9%

stage two complaints

responded to within target timeframe.* (75% for LCHO)

*Timeframe according to Housing Ombudsman Complaint Handling Code

Tenant satisfaction and feedback

We measure these through an annual perception survey. 

 

This information comes the survey we did in 2023 with our general needs homes, housing for older people, supported housing, intermediate rent, (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.  

62.6%

in rented homes

happy with overall service from their landlord (32.8% for LCHO)

62.1%

who received a repair

in the last 12 months were satisfied with repair

58%

who received a repair in the last 12 months

were satisfied with the time taken

62.6%

satisfied

their home is well-maintained

68.1%

in rented homes

satisfied their home is safe. (47.6% for LCHO)

52%

satisfied their landlord listens to their views

and takes appropriate action (22.7% for LCHO)

60.9%

satisfied that their landlord

keeps them informed about things that matter to them. (37.7% for LCHO)

64.8%

agreed their landlord

treats them fairly and with respect. (37.4% for LCHO)

26%

who made a complaint in the last 12 months

were satisfied with their landlord's response (8.4% for LCHO)

57.1%

satisfied their landlord

keeps communal areas clean and well maintained (33.7% for LCHO)

49.6%

satisfied their landlord

makes a positive contribution to the neighbourhood (21% for LCHO)

51.2%

satisfied with their landlord's approach

to anti-social behaviour (23.5% for LCHO)

The above statistics and information correct as of 31 March 2024.

Download supporting information

Results from tenants in our low-cost rented accommodation (LCRA) - for customers who rent their home from us.

Results from tenants in our low-cost homeownership accommodation (LCHO)

More information on how we did the TSM perception survey.

Take a look at the survey we asked customers in 2023.

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.

Click here to see how Accent performed in the 2024/25 TSMs.