We asked residents who had moved into their properties within the last 6 months about their experience as new residents. 

We wanted to find out about how our offer compares to that of private landlords. We want to let you know about some improvements we are making following your feedback. You can find the results from the survey here.

You said: Some respondents felt that their new homes should have been equipped with electrical appliances. Respondents’ comments revealed that some residents were without cooking facilities for months after moving in.

We did: We are collaborating with electrical retailer Appliances Online, to offer residents household appliances at an affordable rent. We are trialling this scheme with new residents in the North West. If successful, we plan to roll this scheme out to existing residents in other areas of the country. Find out more here. 

You said: Respondents tended to agree that those who are struggling the most financially should be prioritised for support to pay for furniture, carpets and electrical appliances.

We did: We will support the most vulnerable incoming residents by providing essential household items for them. We have also partnered with a number of local charities to supply furniture and appliances at low-cost. 

You said: Some respondents felt that Accent did not properly explain what would be included with their new home.

We did: Our new online lettings system, Let’s Move, will make it clear:

  • Whether the property has double-glazing
  • Whether the property has central heating
  • Whether the property benefits from a private or communal garden
  • Whether the property benefits from parking
  • Whether the property is furnished, or has been recently decorated
  • Whether there are any service charges applicable
  • Whether the property allows pets
  • How much rent is payable upfront

We recognise that we need to take better internal photos of our properties so that prospective customers know what standards to expect.

You said: ¾ respondents would prefer to receive a decorating voucher than to have the property painted and decorated for them.

We did: Supplying vouchers promotes customer choice and improves our property turnaround times. In 2019, we awarded customers a total of almost £100,000 in decorating vouchers to help them decorate their new homes to their tastes. 

Join the Accent 500

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

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