As part of our Belonging Begins Here digital screens project, involved customer Chris Lyn has been visiting Accent communities across the country.
Chris is Co-Chair of our Independent Living Scheme (ILS) Group and plays an important role in helping us listen to customers and shape our services. Through his visits to schemes in the North, South and East, Chris has had the opportunity to meet residents, speak with colleagues and see first-hand what makes Accent communities special.
Below, Chris shares his reflections on the people, places and experiences he encountered during his journey.
A customer perspective, by involved customer Chris
Over the past few months, due to the Belonging Begins Here digital screens project, I’ve had the chance to travel across Accent’s homes, from Bradford in the North to several independent living schemes in the South and the East region where I live. Each visit has reminded me how much these places mean to the resident who live there. Behind every door is a story of care, resilience, and community.
What stands out most is the warmth of the teams and residents. In Bradford, I saw how staff and tenants work side by side to make shared spaces feel welcoming again. In the South/East, I met residents who’ve built small but powerful networks of support checking in on one another, sharing meals, and keeping the spirit of independence alive.
It’s clear that Accent’s commitment to listening and learning is making a difference. When Nick talks about one to one conversations being invaluable, I see that first hand. Those chats, whether over a cup of tea or during a walkabout are where trust grows. They help everyone understand what’s working well and what still needs attention.
Across the schemes, I’ve noticed how communication is improving and how residents are being invited to shape decisions. There’s a growing sense that our voices matter, not just in surveys, but in real changes to homes and services.
Independent living isn’t just about having a safe place, it’s about belonging. These visits have shown me that when staff and residents listen to each other, communities thrive. We feel supported, connected, and proud to be part of something that’s moving forward together.
Thank you to everyone who welcomed me along the way, your openness and honesty are what make Accent’s communities strong.
We'd like to thank Chris for taking the time to share his experiences and reflections.
Customer involvement plays a vital role in helping us understand what matters most to the people who live in our homes. By listening to customers and working together, we can continue to improve our services, strengthen communities and make sure customer voices remain at the heart of decision-making.
If you'd like to find out more about becoming an involved customer and helping shape our services, visit our Get Involved page.