From April 2026, we are changing how we ask for your feedback on our Tenant Satisfaction Measures (TSMs).
What’s changing
We ask all customers who live in rented and shared ownership properties for their feedback on our TSMs each year.
Before, we asked everyone at the same time of year, generally in the autumn. Now we're going to be asking for feedback on our TSMs at four different points in the year, although each customer can only complete the survey once during the year.
The 4 different survey times will be during:
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April - June
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July - September
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October -December
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January- March
You will still only be surveyed once during the yearly cycle.
Changing our approach will help us understand what is working well, and what we need to fix, much sooner.
What this means for you
When asked to take part in the short survey (takes between 4 and 10 minutes to complete), you will be able to quickly share your views about your home and our services.
How you might be contacted
Our TSM partner is a sector-leading specialist called Acuity - they will carry out the survey for us. This is so that our TSM process is independent, and so that customers can speak freely and confidentially about Accent.
Acuity will contact you via the method you prefer (stated on sign up) but you can change this at any point by logging into MyAccount where you can change you contact preferences, or calling our team on 0345 678 0555.
Acuity will contact you by any of the following ways:
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Email or text message (SMS) with a link to a survey
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A phone call asking you to take part. This will come from 01273 093939.
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A paper survey by post
Acuity is a trusted company that works with many housing providers, and they follow strict data protection rules. However you can still contact us by the usual methods to confirm that the link/ call is genuine.
You can also choose to give feedback without your name being shared.
Why we are doing this
We want to:
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Listen to you more often
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Fix problems faster
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Improve our services
We’ll use what you tell us to:
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Improve repairs and services
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Make our communication clearer
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Make better decisions
We’ll also share updates with customers throughout the year so you can see what we are doing.
Your feedback really matters to us, and we’re committed to listening, learning and acting on your feedback. We hope you can take part in our TSM survey.
Due to the volume of responses we receive, we're unable to guarantee a personal follow-up to every submission. However, if your response indicates a health and safety or safeguarding concern, a member of our team may be in touch to ensure you receive the right support.
If you have an urgent question that needs immediate action, please contact us directly at 0345 678 0555 from 8am to 6pm Monday to Friday or email our customer services team on customerservices@accentgroup.org.