How quickly we’ll respond

The quickest way to contact us is by using our online contact form, which helps us send your enquiry straight to the right team.

If you’d prefer, you can also call us on 0345 678 0555 or email customerservices@accentgroup.org. 

If you're reporting an emergency repair, please call us. 

Smiling Lady In Accent Call Centre

Response times

We aim to respond to:

  • Housing enquiries: within 1 working day
  • Repair emails: within 2 working days

Calling us

  • Housing hub: average wait time 1–2 minutes
  • Repairs hub: average wait time 4–5 minutes

During busy periods, it may take us slightly longer.

Contact us

Emergency repairs – within 24 hours

Emergency repairs are issues that pose an immediate risk to your health, safety, security, or your home. We will make safe or complete emergency repairs within 24 hours. Always report emergency repairs by phone so we can act quickly. Call us on 0345 678 0555, 24 hours a day, 7 days a week.

Find out what counts as an emergency repair

Routine repairs – within 28 days

For non-urgent issues, we aim to complete repairs within 28 days. 

We’ll try to book an appointment during your call. If not, a contractor will contact you within 24–48 hours

Find out what counts as an routine repair
Close up of accent colleague wearinga beanie hat outside

Damp and mould response times

Emergency risk

  • Make safe within 24 hours
  • Start further works within 5 working days
  • Complex cases resolved within up to 12 weeks

Significant risk

  • Investigated within 10 working days
  • Written findings provided within 3 working days
  • Safety works start within 5 working days
Read more about damp and mould response times
Housing Partners

Complaints

If something’s gone wrong, we’re here to help:

  • Stage 1: response within 10 working days
  • Stage 2: response within 20 working days

We’ll keep you updated throughout the process.

Make a complaint Learn more about our complaints process

Our recent performance

Last updated in July 2026. 

View our latest performance
95.6%

of emergency repairs completed on time

in June 2026.

80.1%

of routine repairs completed within 28 days

in June 2026.

112 seconds

average call answer time (housing hub) in June 2026.

251 seconds

average call answer time (repairs hub) in June 2026.

69%

of Stage 1 complaints

handled on time in June 2026.

61%

of Stage 2 complaints

handled on time in June 2026.