Tenant satisfaction and feedback 2024/25

Who we aimed to hear from 

We want to hear from as many customers as possible. The more customers that take part in our TSM survey, the clearer the picture we have of how customers feel.  

Our approach to TSMs is therefore a census style approach. We tried to include every customer who had said yes to being contacted by us. That was a total of 18,589 households across: 

• rented homes – these responses are referred to as low cost rented accommodation, or LCRA 
• shared ownership homes – these responses are referred to as low cost home ownership, or LCHO 

A small number of customers couldn’t be reached. This was due to out of date contact details and an error with the survey system used by our research partner.  

Who responded to the survey 

A total of 7,474 households took part in the survey. This included: 

• 7,081 from customers in rented homes  
• 393 from customers in shared ownership homes  

How we made the survey inclusive and accessible 

We know not everyone accesses services in the same way. Some people prefer phone calls. Others like email or post. Some may require more support with digital technology, or prefer not to use it. That’s why we took extra steps to make sure our survey was accessible and inclusive. Here’s what we did: 

Multiple ways to take part 

Customers could respond by email, text message, phone, or post.  

Follow-ups using alternative contact methods 

We used alternative contacted methods to offer customers the chance to take part when we didn’t receive a response from the initial contact.  

Independent research 

We worked with an independent research company (CX Feedback) to run the survey, so people could respond honestly.  

How we contacted customers 

We used several communications methods as part of our approach to making the survey accessible and inclusive for customers. This included: 

• email 
• text message 
• telephone interviews  
• postal surveys 

When the survey ran 

Our main survey ran between 2 September and 1 November 2024. 

We ran a second phase in January 2025, which included contacting some households who had not been contacted initially. 

Four reminders were also sent to customers to try to get the best possible response rate.  

What we asked 

We used standard TSM questions that are provided by the Regulator of Social Housing.  

We had 2 sets of questions for: 

• customers living in low cost rented accommodation (sometimes referred to as LCRA) 
• customers living in low cost home ownership properties (sometimes referred to as LCHO) 

We also added two extra questions to the survey to learn more about your experience: 

• Would you recommend Accent as your housing provider? 
• Does your home meet your current needs? 

You can find our 2 sets of questions here: 

LCRA Questions

LCHO Questions

Who did the survey for us 

We worked with CX Feedback, an independent research company. 

Phone interviews were carried out by trained researchers at Pexel Research Services, a partner of CX. 

This helped make sure the survey was run fairly and professionally.. 

The survey was voluntary and no incentives were offered to customers to take part.  

Making sure the survey response was fair and balanced 

We checked that the responses reflected a good mix of our customers, including differences in: 

• tenure type  
• building types 
• number of bedrooms 
• age groups 
• ethnic backgrounds 

This gives us confidence the feedback we received represents the wider Accent customer base.  

What we do with your feedback 

Your views help us to: 

• understand what we’re doing well 
• see where we need to improve 
• plan future services and improvements with your priorities and feedback in mind 

Methodology

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