We’re delighted to launch our new Customer Influence Framework, as part of our commitment to listening and responding to your feedback and ideas. This involves groups of customers, from all over the UK, joining with us to help steer positive service change.
Last week we welcomed our newly-recruited customers to our refreshed Customer Influence Framework. We held a welcome meeting, led by our CEO Nick Apetroaie, and shared plans, goals and meeting structures with our new members of the customer groups.
Over the coming months you will hear more about how customers are shaping change at Accent, but here’s a summary of what you can expect from our new approach to customer involvement.
We’re strengthening our approach, together
We’re putting in place a clear framework which gives customers the opportunity to get involved in a range of ways. This isn’t just a process change, it’s a commitment to doing better, together.
We’ve heard you
Through surveys, feedback and conversations, it’s clear that listening and acting on what matters to you is essential. This next step is a meaningful move in the right direction. From our Senior Leadership Team and Customer Experience Committee all the way to the Board, we’re making space to hear your voices - and to act on what you share.
Diverse voices matter
Having a wide range of customers involved is not just valuable, it’s vital. Every perspective and view help us build stronger, more inclusive, and more relevant recommendations for service improvement.
We’re raising awareness internally too
We’ve been working with our team to make sure these new customer groups become part of Accent’s DNA, and who we are as a landlord. We want to truly embed a culture of listening, learning, and acting - where customer voices shape our decisions, guide our priorities, and inspire our teams.
These groups are led by you
Every group is customer-led, supported by Accent. We encourage you to get involved, share your thoughts, and help shape what comes next.
To read more about our Customer Influence Framework, and to get involved too, head to our get involved page.