We held our latest National Customer Group (NCG) meeting on 19 May, with customers once again providing open, honest feedback and valuable challenge to help shape our services.
Our Customer Insight Manager presented an engaging snapshot of our year-end performance, celebrating successes including EPC A targets, increased satisfaction with complaint handling and Social Value created, but also recognising there’s room for improvement on measures such as complaints resolution and repairs timescales.
Customers challenged us to take a more proactive approach - especially in planning for predictable pressures like winter - and to focus on tackling the root causes of repeat repairs, including underlying property condition. Executive Director Conan McKinley reassured customers that this is already being looked at by combining repairs data with planned investment programmes and stock condition surveys, and he will return to share the findings once complete.
Director of Customer Relations John Place came along to discuss repairs responsibilities and communication gaps. We shared an action plan and promised customers we would update them on progress against actions in meetings.
Our Repairs and Maintenance Team provided an update on Accent’s approach to damp and mould, giving customers assurance on how we are managing damp and mould repair reports under Awaab’s Law. Customers welcomed this and positively recognised the shift away from focusing on lifestyle factors towards greater landlord responsibility.
We also shared an overview of our updated Access Policy, highlighting a balanced and customer-focused approach with greater consideration for vulnerability. Customers welcomed the changes, emphasising the need to balance safety with respect, and stressed that early intervention, clear communication, and reducing missed appointments must remain a priority.
What’s Next?
The group agreed their next customer-led scrutiny will focus on planned maintenance, reflecting ongoing concerns about quality of work and overall customer experience. This will be shaped by customers and supported by external expertise. Get involved by emailing our team on engagement@AccentGroup.org.
