Accent are proud to announce that three outstanding Customer Champions have been shortlisted for the 2025 Women in Housing and Housing Heroes Awards, recognising their unwavering dedication, advocacy, and impact within the housing sector.
These national awards celebrate individuals who go above and beyond to support their communities, improve residents' lives, and drive positive change in housing. Being shortlisted is a testament to the passion and commitment of Accent’s champions, who have made a real difference to others.
Stacy Hartley from Burnley, Jackie Best from Harrogate, and Helen Hutchinson from Peterborough, have been shortlisted for ‘Board/Committee Member of the Year’ in the Women in Housing Awards, and ‘Tenant of the Year’ for the Housing Hero’s Awards.
From a mix of tenures (tenants or shared ownership), two years ago, all three stepped up to become Accent’s first-ever Customer Champions, an initiative which puts customers at the forefront of service scrutiny, where they analyse, challenge and drive improvements in key areas that matter most to consumers.
With over 20 years as an Accent customer and a background in business, Stacy Hartley understands the importance of being heard. She has worked tirelessly to ensure that Accent’s complaints process is fair, consistent, and focused on resolution.
Jackie Best, an Accent customer since 2020, has transformed how Accent manages anti-social behaviour (ASB) and hate crime, ensuring residents feel safer and better supported. Her background in supporting young offenders has given her insight into the complexities of ASB, allowing her to shape a more effective, customer-led approach.
Helen Hutchinson, a long-standing Accent resident, has raised expectations for estate services, ensuring that grounds maintenance and communal areas meet customer needs and deliver real value.
Stacy and Jackie’s expertise has been strengthened through formal training. Both have completed their Level 2 Chartered Institute of Housing (CIH) qualification, and are now pursuing Level 3, further enhancing their ability to challenge and influence decision-making at the highest level.
Stacy Hartley said: “It means so much to be recognised, but this is really about the community. I have tried to be someone who listens, encourages others, and helps people find their voice, and be a voice for them if that is what is asked of me. Every step we have taken as a community has been built on trust, teamwork, and heart. I am proud to stand alongside passionate people like Jackie, Helen and the Accent team, people who care deeply about where we live and work.
Jackie Best said: “It is a privilege and honour and actually a big surprise to be nominated for these awards for work that comes naturally and easily. I am passionate about supporting people to improve outcomes, feel safe in their homes and feel connected to their community. Accent is a hugely supportive employer and landlord, and I would like to thank them for giving me the opportunity to flex my “customer champion” muscles to support the customer base. I truly believe Accent has the best interests of their customers at the heart of all their decision making.”
Helen Hutchinson said: “We work well together so being recognised is the icing on the cake. We have been part of the champions project since its conception and have helped shape what it looks like now whilst keeping customers at the heart of the work. We are the voice of the customer and so therefore review how accent perform across all services. Going forward, we are looking expand the group and strengthen the customer voice with the recruitment of more champions to joining us. The champions project also shows that Accent want to listen to customers.”
Nick Apetroaie, Chief Execute Officer at Accent Housing, said: "I’m thrilled to see our Customer Champions recognised on a national level. At Accent, customer influence does not stop at feedback but instead it drives real decisions. Few exemplify this better than Stacy, Jackie and Helen, three customers who play a pivotal role in our Customer Experience Committee, holding me and the rest of Accent’s leadership to account and ensuring that customer voices shape policy and service delivery.
“The collective impact and personal development of Stacy, Jackie and Helen has been remarkable. Together they have built a powerful customer-led improvement model. By connecting complaints handling, ASB management, and estate services, they have ensured that no issue is tackled in isolation. They have redefined what it means to be engaged customers. Their work has not only delivered better services for customers today but has laid the foundation for a stronger, more accountable Accent Housing in the future. Congratulations to all three.”
Winners will be announced at a ceremony taking place at Manchester Central on Monday 23 June. We extend our congratulations to all nominees and finalists making an impact in communities across the sector.