Local changes in Wakefield
Find out more about how your views have influenced change at a local level...
November 2019
You said: Our grounds maintenance providers were not delivering the standard of service residents wanted and expected.
We did: We invited residents on this leasehold scheme to nominate their own locally-based contractor to provide the grounds maintenance service. We consulted with residents about the specification, and asked successful nominees to provide a quote based on the enhanced specification.
December 2020
You said: Due to the circumstances surrounding the coronavirus, we were unable to hold the usual AGM and pre-budget meetings face-to-face with residents on this leasehold scheme.
We did: Instead of cancelling or postponing the meeting, we held it online. In advance of the meeting, the local Homeownership Specialist recorded a presentation of the annual accounts, explaining any variations in charges. A recording of the meeting was posted online for the benefit of residents who had not been able to attend.
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.
February 2022
You said: Residents were concerned about the impact of the rising cost of living.
We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We held a residents' meeting to hear residents' concerns and offer them any assistance we could. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.
April 2022
You said: Residents would like to make sure the estate is kept tidy, and would like more influence over how the communal grounds are landscaped.
We did: We invited customers to apply for the role of 'Green Inspector'. The Green Inspector will serve as the 'eyes and ears' for the estate, making sure that it is maintained as it should be and that the grounds maintenance service is delivered in line with the specification. The Green Inspector will take queries from residents about the grounds maintenance service and bring to Accent's attention any areas of concern. The Green Inspector will provide regular feedback on grounds maintenance by taking part in estate inspections to assess the quality of work and attend meetings with other residents, representatives from Accent and representatives from grounds maintenance contractor, Vital Element, to discuss performance. The Green Inspector will also pass on residents' suggestions as to how the communal areas can be improved.
June 2022
You said: Residents would like more regular and frequent contact with the staff who deliver their services.
We did: We met with residents on-site to update them on several issues, among them; fire safety, communal cleaning and grounds maintenance. We were keen to hear residents' suggestions about future engagement events. We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.
August 2019
You said: Residents would like more choice over how their estates services are delivered.
We did: We carried out a consultation inviting residents to opt for a 'bronze', 'silver' or 'gold' standard of grounds maintenance (and window cleaning where applicable). We specified what each standard would cover and explained what it would cost each individual, to help them make an informed decision about which standard best suited them.
December 2019
You said: Residents would like to see more partnership working, to promote safer and more attractive living environments.
We did: The local Customer Partner arranged a 'Champion Day'. Residents and staff worked collaboratively to 'tidy-up' the estate. Items of bulky waste were collected and removed, paved areas were swept, and fences were repainted.
August 2019
You said: Residents would like more choice over how their estates services are delivered.
We did: We carried out a consultation inviting residents to opt for a 'bronze', 'silver' or 'gold' standard of grounds maintenance (and window cleaning where applicable). We specified what each standard would cover and explained what it would cost each individual, to help them make an informed decision about which standard best suited them.
May 2020
You said: In the grip of the coronavirus crisis, some residents at this Independent Living scheme were at risk of loneliness and isolation.
We did: The challenging circumstances did not stop residents from celebrating the 75th anniversary of VE Day. Residents shared stories and memories of their VE experiences with their Scheme Manager and decorated their homes and gardens to mark the occasion. Mrs H was kind enough to share her story:
'When I was about 6, I lived in London during the blitz. My house was bombed and ruined. My family all survived because we were in the Anderson shelter in the garden but we had to be dug out by the ARP who were happy to rescue us all alive!'
Residents and staff are working collectively to build community spirit at this unnerving time, all the while maintaining social distancing.
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.
June 2021
You said: Residents would like to be more involved in selecting the contractors who deliver services to the estate.
We did: We are looking for a new contractor to service and repair stairlifts and other specialist equipment, including through-floor lifts and hoists. Since the Grenfell Tower fire, lots of changes have been made, and are still being planned to safety regulations. As part of our commitment to giving residents a real chance to influence and improve the services we provide, we asked residents to help us choose the right contractor for their needs - in terms of value and customer service.
November 2021
You said: Residents would like to discuss their ideas, suggestions and concerns face-to-face with Accent staff and contractors.
We did: We hosted a COVID-secure meeting in the communal lounge to give customers the opportunity to have their say and to enable Accent to give some important updates on fire safety.
February 2022
You said: Residents were concerned about the impact of the rising cost of living.
We did: With shortages of labour and materials driving up the costs of repairs and maintenance, rents and some service charges were set to increase in April. We held a residents' meeting to hear residents' concerns and offer them any assistance we could. Most residents had expected the rents to increase and had no major concerns, but were grateful for the explanation and the offer of support.
June 2022
You said: Residents would like more regular and frequent contact with the staff who deliver their services.
We did: We met with residents on-site to update them on several issues, among them; fire safety, tree works and anti-social behaviour. We were keen to hear residents' suggestions about future engagement events. We installed a residents' suggestion box to garner their feedback about their communal areas and the services that Accent provides.
July 2021
You said: Residents raised concerns about the misuse of the communal car park.
We did: We asked residents whether they would be in favour of a parking permit scheme. The estate would be inspected daily by a third party to check that all vehicles were displaying a permit. The consultation did not yield enough responses for us to put the parking permit scheme in place. Instead, we agreed that each property would have a parking space assigned to it and that customers would be responsible for making sure that they park their vehicles responsibly in accordance with their tenancy agreements.
