Following the recent refresh of our Customer Influence Framework, and recruitment of involved customers, we’re excited to let you know what they’ve been working on. Over recent months, our customer engagement groups have been busy shaping real change across Accent. Across all our groups, customers are not just giving feedback - they’re influencing decisions, shaping improvements and helping us deliver better services.
Here are the updates from the Editorial Panel and South Group, written by involved customer Emma.
Editorial Panel, by customer Emma
“As part of Accent’s customer editorial panel, I help review a wide range of customer facing documents. We recently looked at two of the key documents used when customers move into their new home. We were asked to read the documents and feedback on tone and language, layout and clarity.
Essentially our role is to make sure these documents genuinely work for customers. We look at the tone, check that the language is clear and free from unnecessary jargon, (sometimes picking up on spelling mistakes and grammatical errors!) ensure the information is easy to understand and whether the content reflects Accent’s values. In short, we act as a “critical friend” and our feedback helps to shape communications so they feel accessible, supportive, and truly customer centred.
The team are always looking for new members. Every customer brings different needs, different ways of interpreting information, and different tools that help them make sense of documents. If you use alternative formats, creative approaches, or simply have a keen eye for clarity - and you feel inclined to share how you use them - the team would love to hear from you. Email engagement@AccentGroup.org.”
South Group, by customer Emma
The South Customer Group came together on 19th June for a packed and productive session, diving into action point updates and shaping the agenda for the months ahead.
Customer Engagement Manager Callie gave us an update on actions from the National Customer Group and the plans for a scrutiny session on planned works.
Building Services Manager Rick shared an update on South regional repairs data. It was encouraging to hear that several areas are on the up, and even better to know he has a clear, solution‑focused plan for tackling those that still need attention. Community Development Partner Paula shared a roundup of local events and upcoming activities. Thanks to her hard work, there is a fantastic mix of opportunities for customers to get involved - from Zumba sessions to themed events and community litter picks. There is something for everyone.
The group then explored what we would like to prioritise going forward. A lively discussion followed, touching on the quality of repairs, customer experiences with contractors, and the possibility of meeting one of the two new Executive Directors or a Customer Champion. Callie will keep us updated as this develops.
All in all, it was a great meeting - insightful, engaging, and a real window into how things work behind the scenes. New customers are always most welcome to join and can do so by emailing: engagement@AccentGroup.org