In the recent TSMs, you told us what’s working and what isn’t. Now we’re taking action. When you give us feedback, we want to do more than just hear it.
We want to learn from it and act on it.
That’s why we have created our Service Improvement Plan.
This plan sets out the changes we are making because of what customers told us in the TSM survey. We have also triangulated this information with other sources of feedback, too.
The plan focuses on the things customers have raised as priority improvement areas, including:
- repairs
- complaints
- communication
- listening to customer views
- treating customers fairly and with respect
- shared spaces and neighbourhoods
- anti-social behaviour
Some of these actions are already complete, while others are now under way.
What this means for you
The action plan includes practical changes to improve your experience. For example, we are working to:
- give clearer updates about repairs and appointments
- improve how we work with contractors
- make it easier to track issues and get answers
- improve how complaints are handled
- give customers more chances to influence services
- share clearer information in newsletters, handbooks, and on our website
- improve services in shared areas and neighbourhoods
We are also improving how we understand customers’ needs so we can offer the right support.
Turning plans into real change
We know plans only matter if customers see real improvements.
Customers want services that are clear, reliable and easy to use.
They want to be listened to. They want problems fixed. And we agree.
That is why we are focused on turning feedback into action and making sure customers can see the difference.
We will continue to share updates on the improvements we are making. We plan to do this every 3-4 months.
Thank you for helping us improve our services.
Read the Accent Improvement Plan 2026/27
Please note: This news story was updated on 26.8.26 to add further information that was not included when it was first published.