We invited customers to take part in a survey to find out more about their experience using Accent's online facility 'MyAccount' to manage their tenancies/leases.
Your feedback helped us to identify where MyAccount was not working as we had expected, and will inform future developments to help more customers to access a broader range of services online.
You said: Up to 1 in 5 customers had difficulty creating an account.
We did: We discovered that, in some cases, this was due to our records being inaccurate or out of date. Where customers' names differ from what we have recorded on our system, or we do not have customers' date of birth recorded, MyAccount will have trouble recognising them. Where this has been brought to our attention, we have corrected our data.
You said: Some customers did not receive an activation email when trying to create an account.
We did: We identified that some email service providers were blocking the activation email messages. This problem has now been addressed.
You said: Some customers expressed concern that their balance was not updated immediately once they had made a payment.
We did: We have been investigating new payment providers. As part of this, we will seek to address this issue. In the future, customers can expect that balances will be updated more quickly after a payment has been received. This will improve customer confidence, and minimise the need for customers to contact us to confirm that payments have been successful.
You said: Some customers would have liked more advice about their repair responsibilities, before reporting them.
We did: We will improve the information we offer online to customers on simple fixes, like bleeding a radiator. We will aim to make it clearer who is responsible for different types of repair.
You said: Customers who choose to report repairs online are still contacted by telephone to confirm arrangements.
We did: Currently, our Contact Centre are dealing with repairs requests which are reported online. In the future, MyAccount will offer an end-to-end service which will enable customers not only to report repairs, but also to choose their appointment, change or cancel their appointment and submit feedback. We are working with our contractors to reconcile our appointment schedules so that customers will have access to real-time information about which repairs slots are available.
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An informal online community of involved residents, who take part in regular surveys and consultations.