We know that feeling safe in your home and neighbourhood matters. We’re continually listening to customer feedback, reviewing our service performance, and looking for areas where we can do more, and this includes tackling anti-social behaviour (ASB) across our communities.
As part of the recent Anti-Social Behaviour Awareness Week 2026, we highlighted some improvements we've made and how customer feedback has directly influenced changes to our services.
Putting customer feedback into action
Through our Tenant Satisfaction Measures (TSMs) survey, customer feedback and service reviews, customers told us they wanted a stronger focus on tackling anti-social behaviour. We listened.
As a direct result, we've created two dedicated Anti-Social Behaviour Officer roles, covering our Northern and Southern regions. These roles will work with existing colleagues, oversee complex cases and review how we tackle ASB as an organisation.
These new posts strengthen our ability to respond to ASB concerns and demonstrate our commitment to taking action on the issues that matter most to customers.
This is just one of several improvements we've made to enhance our ASB service.
Improvements we've made
We've invested in a range of changes designed to improve customer experience and outcomes:
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Improved online information and support through our Anti-Social Behaviour webpage, including a helpful ASB toolkit, making information easier to access.
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Introduced dedicated case management software to improve how cases are managed, monitored and resolved.
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Expanded our mediation and evidence-gathering services, helping us investigate and resolve issues more effectively.
Together, these changes, along with others we are working on, reflect our ongoing commitment to listening, learning and continuously improving our services.
Spotlight on: Primrose Hill, Stockton-on-Tees (North East)
Primrose Hill is a great example of how listening to customers and working closely with partner agencies can make a positive difference in local communities.
Over the last year, Accent has worked alongside customers, Cleveland Police, environmental services and other local organisations to address concerns raised by customers and improve neighbourhood safety.
What we've delivered
Following feedback from customers, several measures have been introduced to help make the area feel safer:
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Installation of additional CCTV cameras to deter anti-social behaviour and improve monitoring
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Increased presence from partner agencies on the estate, providing reassurance and quicker responses to concerns
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Continued joint working to identify issues early and take action where needed
We know that other factors, such as how we maintain our communities, can also have an impact on ASB. Customers told us they wanted cleaner, safer communal spaces. In response, work has been carried out to:
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Cut back hedges, trees and overgrown areas – improving visibility
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One-off bulk rubbish removal projects - encouraging community pride and shared responsibility for the local environment
Creating stronger communities is about more than improving physical spaces. A range of community events have helped bring neighbours together, including:
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Christmas decoration competitions
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Family fun days and community activities
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Opportunities for customers to meet Accent colleagues and local partners
These events help create a positive, family-friendly environment and strengthen community connections.
Looking ahead
The work taking place at Primrose Hill in Stockton reflects Accent's wider commitment across all our communities: listening to customers, acting on feedback and working with partners to create safer places to live.
As Anti-Social Behaviour Awareness Week reminded us, tackling ASB is most effective when landlords, customers and local agencies work together. By listening to what matters to our customers and investing in service improvements, we're continuing to build stronger, safer communities for everyone.