A message from Nick Apetroaie, Accent’s CEO
Your voice matters:
Last year, around 40% of our customers who rent or part-own their home took part in the Tenant Satisfaction Measures (TSM) survey. Your feedback has already helped us make important improvements.
Over the past 12 months, through site visits and talking with many of you, I know we still have work to do. My team and I are committed to learning from past mistakes and improving the service we provide.
This year, we’d like to hear from you again - what’s working well, and what could be better. Every response helps us understand what we’re getting right and where we need to improve. The TSM survey is something all landlords are required to carry out by the Regulator of Social Housing. But for us, it’s much more than a requirement – it’s the right thing to do.
You can read more about TSMs, and see our previous results, here: Accent’s performance and Tenant Satisfaction Measures (TSMs)
How the survey works
This year’s survey runs from 29 September to 9 November and will be carried out by our partners Pexel Research Services and CX Feedback.
You may be contacted by phone, text, email or post. It only takes a few minutes to complete.
- Phone calls will come from 020 4538 9096
- Texts will come from Accent Group
- Emails will come from surveys@cx-feedback.co.uk
What’s changed since the last survey?
Your survey responses directly shape our service improvement work. Because of what you told us last year, we have:
- Improved repairs: Last year’s results showed more of you were satisfied with repairs, but we know we need to go further. We’ve introduced a new video call service so you can show us your repair concern, get live advice, and make sure the right contractor is sent first time.
- Better appointment tracking: Customers told us it wasn’t always easy to keep track of repairs appointments. We’ve added ‘final mile tracking’ with our main contractor, Ian Williams, giving you more visibility as your appointment approaches so you know exactly when someone will arrive.
- Faster action on ASB: We’ve introduced a new case management system to log, track and update anti-social behaviour (ASB) cases, speeding up resolutions for you and your neighbours.
- Customer influence: We launched our new Customer Influence Framework, with customers from across the UK now shaping services and holding us to account. [Find out how to get involved here: Get Involved
- Quicker complaint handling: We’ve changed the way we deal with complaints, introducing a dedicated team to resolve issues faster and improve the experience when things go wrong.
This is just a snapshot of the work we have been doing. You can read more about our improvements in our latest Customer Annual Report: Customer Annual Report 2025 - 20-08-2025
Make your voice heard
Please take a few minutes to complete the survey when it reaches you. However you’re contacted, by phone, email, text or post, your feedback will help us build a better Accent and improve your experience with us.
Nick Apetroaie
CEO, Accent