The National Customer Group (NCG) plays an important role in shaping Accent’s services. Members provide open and honest feedback, experience, ideas and valuable challenge that keeps customer voices at the heart of service improvement and decision-making. At the group’s last meeting on 21 July 2026, the group discussed a range of topics, including repairs, anti-social behaviour (ASB), customer engagement and new colleague standards.
Head of Repairs, Mike Squires, gave an update on our Repairs Improvement Plan and the work improving repair diagnosis, contractor performance and the management of complex repairs. Mike also confirmed the introduction of a new Duty Surveyor role, responsible for ensuring all repairs are diagnosed correctly first time. Members of the group shared their own experiences and highlighted the need to prioritise addressing the root causes of issues, particularly damp and mould, over temporary fixes.
Our Customer Insight Manager, Stephen Love, gave an update on Accent’s latest performance results. Customers welcomed the progress we continue to make in complaint handling, including faster responses and higher customer satisfaction, and emphasised the importance of learning from complaints and feedback to keep improving.
How we listen and engage, particularly around plans for 'The Big Local Conversation' happening in September, was discussed by the group. Customers highlighted the importance of inclusion and offering a range of ways to provide feedback – not just digital options – to ensure everyone has the chance to get involved. We confirmed that technology will support, rather than replace, customer engagement.
Tanya Scott, Assistant Director of Housing Services, provided an update on our approach to anti-social behaviour (ASB), including the introduction of specialist roles, additional training and service reviews designed to strengthen case management and improve customer experience.
Director of Organisational Development & Culture, Gwen Jefferson, came along to discuss the new regulatory standards on competence and conduct that will come into effect in October 2026. Customers reviewed and gave feedback on the Learning & Development Policy, and our new Code of Conduct, which sets expectations around professionalism, accountability and integrity. The group’s feedback focused on the importance of empathy, respect, inclusion and clear, jargon-free, communication.
What's next for the NCG?
- Further work on repeat repairs and housing condition will be presented to the group later this year.
- The group has been invited to help shape future improvements through participation in the ASB Service Improvement Group.
If you would like to get involved in the discussions and become a member of the National Customer Group, please email our team at: engagement@AccentGroup.org.