At Accent, our customers are at the heart of everything we do. While policies and processes provide a framework for our work and how we manage tenancies, there are times when compassion and flexibility are needed to make a meaningful difference. Our team are trained to ensure our services meet individual needs, and any vulnerabilities.
A recent situation from our Camberley team demonstrates how going the extra mile can help customers through some of the most challenging circumstances imaginable.
One customer contacted Housing Manager Richard after receiving the devastating news that he had terminal cancer. His greatest concern was not for himself, but for his adult son, who has learning difficulties and had lived with him in the family home for many years. He wanted reassurance that his son would be able to remain in the property after his death.
Recognising the importance of providing certainty and peace of mind, our team worked closely with the customer, carrying out several visits and exploring every available option. Although it was not standard practice at the time, a decision was made to complete a sole-to-joint tenancy change, ensuring the son would have security in the home. The customer was very grateful, explaining that he could now focus on his remaining time knowing his son’s future was protected.
Sadly, the customer passed away a few weeks ago, but because of the action taken, his son has been able to remain in the family home without the stress and upheaval of facing housing uncertainty during an already difficult period. Our team are now working closely with him, to ensure he is settled and comfortable.
This story highlights what it means to put customers first. The Accent team looked beyond standard processes and focused on what really mattered - providing security, stability and reassurance to a family facing extraordinary circumstances. By listening, understanding individual needs and working collaboratively to find solutions, the Camberley team helped ensure that a vulnerable customer could remain in the place they call home when they needed it most.
At Accent we believe creating homes is about more than bricks and mortar. It is about supporting people through life’s challenges and doing all we can to help them feel safe, secure and cared for. This example is a powerful reminder of the difference our team make every day when they put customers at the heart of what they do.