Accrington

December 2019

You said: Residents reported problems with vehicle nuisance and expressed concern about safety for children playing on the scheme.

We did: The local Customer Partner worked with residents to tackle anti-social behaviour. We also removed the bushes and replaced the turf on the estate, which not only improved its appearance but improved visibility on a blind corner which was causing a concern for parents whose children were at risk from oncoming vehicles. The local Customer Partner engaged with children in a drawing competition. The winning drawing was used on a warning sign on the entrance to the estate.

December 2020

You said: In the grip of the coronavirus crisis, older residents were at risk of loneliness and isolation.

We did: The local Customer Partner set a Christmas card design competition for the children living on this scheme. The winning design was sent to all 180 customers in Independent Living schemes across the region to spread some Christmas cheer and let them know we're thinking of them. 

November 2021

You said: Residents were experiencing problems with anti-social behaviour.

We did: We installed CCTV on a trial basis to deter would-be perpetrators. After the first 12 months, we consulted with customers to determine whether they would like to keep the CCTV and would be happy to pay for this through their service charge.

November 2021

You said: Residents were struggling to maintain their gardens.

We did: We consulted with customers as to whether they would like our grounds maintenance contractors to take responsibility for maintaining their outdoor areas, and whether they would be happy to pay for this through their service charge.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2019

You said: Residents would like to be recognised for the care and attention they pay to maintaining an attractive living environment.

We did: We facilitated an inter-scheme gardening competition for all Independent Living schemes in the region. We awarded prizes (and trophies) for 'Best Garden', 'Most Improved & Inspiring Garden' and 'Engagement & Inclusion'.

August 2020

You said: In 2020, we took the decision to close communal lounges in all schemes across the country. The aim was to minimise contact between residents and to reduce the risk of coronavirus spreading. As the country began to emerge from lockdown, some residents wanted the communal lounges to reopen.

We did: We consulted with residents to determine whether they would be in favour of reopening the communal lounge and what safety measures they would like to see in place if the communal lounge were to reopen.

January 2021

You said: Residents would like more support to 'get online' to help them stay connected during the 2020 lockdown.

We did: Age UK in Hyndburn have recently run a scheme through which we have been able to apply for new tablets, mobiles and mobile data for residents. Applicants need to meet certain criteria such as living on a low income or living with a disability. The Scheme Manager successfully managed to secure two packages for customers living on Universal Credit at this Extra Care scheme. This is going to make a huge difference to their lives, making it easy for them to access MyAccount, order shopping online, keep busy with games but, best of all, keep in touch with their families.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

June 2022

You said: Residents would like to see more colour and creativity in their outdoor communal areas.

We did: We are working with Let's Be Foundation, a youth-led social action initiative that empowers and gives young people the platform to positively serve their local community, to create a mural for the side of the scooter store, brightening up the entrance to the scheme.

June 2022

You said: Residents wanted to be more environmentally friendly.

We did: We issued information about the correct use of the communal bins, reminding residents which materials can be recycled and which cannot. Not only will this prevent recyclable waste from becoming contaminated, but it will also help to keep the bin store tidy.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

August 2019

You said: Residents would like to be recognised for the care and attention they pay to maintaining an attractive living environment.

We did: We facilitated an inter-scheme gardening competition for all Independent Living schemes in the region. We awarded prizes (and trophies) for 'Best Garden', 'Most Improved & Inspiring Garden' and 'Engagement & Inclusion'.

November 2019

You said: Residents would like a better understanding of what goes on behind the scenes to ensure:

• Accent is financially stable.
• Accent has robust governance in place.
• Accent provides safe and secure homes.
• Accent is able to maintain current homes and invest in new homes to address the housing crisis.

We did: We delivered an 'Awareness Session' to take residents through the measures we undertake to meet our regulatory standards and keep them safe. At the session we reminded residents about their health and safety responsibilities, for example:

• Keeping Accent informed when your needs change.
• Providing us with up to date contact details for your next of kin.
• Safe use and storage of mobility scooters.

August 2020

You said: In 2020, we took the decision to close communal lounges in all schemes across the country. The aim was to minimise contact between residents and to reduce the risk of coronavirus spreading. As the country began to emerge from lockdown, some residents wanted the communal lounges to reopen.

We did: We consulted with residents to determine whether they would be in favour of reopening the communal lounge and what safety measures they would like to see in place if the communal lounge were to reopen.

August 2019

You said: Residents would like to be recognised for the care and attention they pay to maintaining an attractive living environment.

We did: We facilitated an inter-scheme gardening competition for all Independent Living schemes in the region. We awarded prizes (and trophies) for 'Best Garden', 'Most Improved & Inspiring Garden' and 'Engagement & Inclusion'.

August 2020

You said: In 2020, we took the decision to close communal lounges in all schemes across the country. The aim was to minimise contact between residents and to reduce the risk of coronavirus spreading. As the country began to emerge from lockdown, some residents wanted the communal lounges to reopen.

We did: We consulted with residents to determine whether they would be in favour of reopening the communal lounge and what safety measures they would like to see in place if the communal lounge were to reopen.

August 2021

You said: Residents take a great deal of pride in the appearance of their estate, and would like grounds maintenance contractors to spend more time on-site.

We did: We consulted with residents about proposals to increase the duration of visits from the grounds maintenance contractor by 30 minutes throughout the summer months; allowing them more time to pick up litter, tend to shrubs and edge the beds. We explained how this would affect our service charges and gave every household the chance to vote for their preference.

June 2022

You said: Residents wanted to be involved in deciding how their outdoor spaces are landscaped.

We did: We met with residents on-site to agree plans for creating a new back garden for the scheme. Collectively, we decided to remove the overgrown hedges surrounding the space and lay a small patio.

June 2022

You said: Residents were concerned about the rising cost of living.

We did: We partnered with Carer's Link to speak to residents and ensure that they are receiving all the benefits they are entitled to. Carer's Link also offered residents helpful advice on the latest scams and how to avoid them.

June 2022

You said: Residents would like to see more colour and creativity in their outdoor communal areas.

We did: We invited all residents to join the on-site gardening club. Members will help to make sure the outdoor areas are looking their best, and those who are less green-fingered can get involved by painting plant pots. The gardening club helps residents to remain socially included, physical active and express their creativity.