Every year we ask customers what they think about the services we provide. This feedback is part of the Tenant Satisfaction Measures (TSMs).
These are questions that all housing providers like Accent ask their customers. They help us understand what we are doing well and where we need to improve.
We are pleased to say that this year’s results have improved in every area for customers living in rented homes.
This means more customers are telling us that services are getting better.
Some of the biggest improvements were in areas that matter most to customers, including:
- Overall satisfaction with Accent
- Repairs
- How we deal with complaints
- Listening to customer views
- Looking after shared spaces
- Our work in neighbourhoods
For example:
- Overall satisfaction with Accent increased from 64.1% to 68.6%
- Satisfaction with repairs increased to 67.5%
These improvements reflect work across Accent to improve how we communicate, respond to problems and take action when things go wrong.
Read our TSMs results for 2026
We know there is still more to do
While the results are improving, we know we still need to do better.
Our scores are still lower than the housing sector average in many areas. This means too many customers are not yet getting the service they expect.
Repairs are one of the most important services we provide. When repairs are done quickly and properly, satisfaction improves and fewer complaints are made. So improving repairs will continue to be a key focus for us.
We also know we must keep improving how we deal with complaints. When something goes wrong, it is important that we listen, put things right, and rebuild trust.
Turning feedback into better services
It is encouraging to see progress this year. But our goal is not just small improvements each year. We want to provide a good and reliable service for every customer, every day.
Thank you to everyone who took part in the survey this year. Your feedback helps us understand what matters most to you.