Our aim is to make it easy for customers to apply for a home which matches their needs, and ensure that they have all the information they need to help them settle in.

We asked customers who had used our online lettings facility what they thought about the service. We are pleased to report that the feedback was almost wholly positive:

  • 100% respondents agreed that the application form was easy to complete and that the questions were easy to understand
  • Of those who had raised a query about their application, 100% said that Accent was able to resolve it
  • Of those who used property alerts, 100% found them useful

You can read the full results of the survey here.

However there is still room for improvement. As such we, want to let you know about the changes you can expect to see to Accent’s online services over the coming months. 

You said: 60% respondents would have liked more regular updates about the progress of the application.

We did: We are considering ways in which we can keep applicants informed about things like confirmation of their application, status of references and moving in dates. This may involve updates by email and/or text message.

You said: Some respondents experienced problems creating an account or logging in. We have had similar feedback about MyAccount, the online facility customers use to manage their tenancies. Some customers are confused about the difference between the two portals.

We did: We are creating a single login page that will recognise whether the customer is an existing tenant or an applicant; and direct them to the right area.

You said: One third of respondents do not use Accent’s online services to manage their tenancy.

We did: We realise that Accent’s online facility MyAccount is not as good as it could be, so this is where we are focussing our efforts. Over the next few months you can expect to see:

  • Quicker rent balance updates
  • Advice and videos about repairs
  • A simpler repairs appointment system.

You can read more detail here.

Join the Accent 500

An informal online community of involved residents, who take part in regular surveys and consultations.

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