Hello, I’m Nick Apetroaie and I’m CEO at Accent.
Thank you to everyone one that has responded so far to our annual customer survey (TSM). We’re now halfway through our current Tenant Satisfaction Measures (TSM) customer survey, and it’s great to see how many of you have already taken the time to let us know how we are doing.
With only 3 weeks left of this survey, I’d like to take the opportunity to explain how important this is for Accent.
We hear from you - our customer - in lots of different ways; through surveys sent after repairs, calls into our Contact Centre teams, discussions with Housing Partners and looking at complaints and positive feedback. Feedback from customers is important every day to us, but the TSM survey gives us a large-scale insight. It shows us what we are doing well, and where we can do better. It helps me, the Board and my Senior Leadership Team to focus a finite pool of resources and time in improving services that matter the most to you.
Since looking at last year’s TSM results, we have made good strides in refreshing the way we engage you in changing and shaping our services – as a direct result of you telling us this was needed.
Our customer groups are now up and running, with a total of 70 customers from across the country helping to bring about the changes you want to see. I was delighted to go along to the welcome meeting, and to speak directly to those of you who now represent customers across all regions. Together, we’re creating a culture where your feedback influences decisions and you can hold us to account.
This is just one way we have listened to your feedback from our TSM survey, and turned that into action, positive change and service improvement.
Please look out for your email, text, phone call or letter from our trusted partner Pexel Research Services, and take a few minutes to have your say. Your feedback really matters to me and my colleagues on how we prioritise the work at Accent for the year ahead.
Thank you,
Nick Apetroaie
CEO