Earlier this year in April, we shared our Service Improvement Plan, setting out the actions we'd take in response to customer feedback and Tenant Satisfaction Measure results.
Since then, we've been working hard to turn those commitments into improvements that make a real difference to customers.
We're pleased to report that many of the actions we committed to earlier this year have now been completed, with others well underway.
Click here to see the updated Service Improvement Plan, which was reviewed and updated in July.
So, what have we been working on?
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Improvements to our repairs service
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Better support and communication
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More opportunities to get involved
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Stronger complaints and feedback processes
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Improving how we keep you informed
1. We said we'd provide clearer repairs information through last-mile tracking
Here's what we've done
We've introduced last-mile tracking for repairs, giving customers greater visibility of contractor arrival times on the day of their appointment. Alongside this, we've improved the way appointment information is shared throughout the repairs journey so customers know what to expect and receive more timely updates if plans change.
What this means for you
You should have greater confidence about when your contractor is due to arrive, spend less time waiting at home and receive clearer communication throughout your repair.
2. We said we'd strengthen how our systems work with contractors so appointment updates are shared in real time
Here's what we've done
We've improved the way our systems connect with our main repairs contractor, Ian Williams, allowing appointment information and repair updates to be shared electronically between us more smoothly. This gives our colleagues better visibility of live repairs and helps us respond more quickly if appointments need to change.
What this means for you
When you contact us, our colleagues will have more accurate information about your repair, helping us provide clearer updates and resolve issues more quickly.
3. We said we'd involve customers when selecting and reviewing repairs contractors
Here's what we've done
We believe customers should help shape the services they receive. When we next procure our repairs contracts, customers will be involved in helping us evaluate potential contractors, ensuring customer experience is considered alongside quality, value for money and technical performance.
What this means for you
Your views will help influence who delivers repairs in the future and the standards we expect them to achieve.
4. We said we'd strengthen how we monitor contractor performance
Here's what we've done
We've strengthened contractor oversight by bringing in weekly operational meetings, enhanced performance reporting and stronger governance arrangements. This enables us to work more closely to review live repairs, identify issues earlier and work more proactively with contractors to improve performance.
What this means for you
We can identify problems sooner, hold contractors to account more effectively and continually improve the quality and reliability of the repairs service.
5. We said we'd introduce a Customer Inclusion and Support Policy
Here's what we've done
We've introduced a new Customer Inclusion and Support Policy to strengthen how we recognise and respond to customers' individual needs. We've also provided guidance to our colleagues to help them understand how to adapt services where additional support may be needed.
What this means for you
We are committed to understanding your circumstances and providing services in a way that reflects your individual needs.
6. We said we'd improve the information we hold about our customers
Here's what we've done
We're improving the information we hold about our customers through wider improvements to our systems and customer records. This includes better recording of support needs and communication preferences so colleagues have the information they need to provide the right service.
What this means for you
We'll be able to provide more personalised support, communicate with you more effectively and better understand the help you may need. We want to remove any barriers to engagement and tailor our services to individual needs.
7. We said we'd develop a Customer Interaction Project
Here's what we've done
We're reviewing how customers interact with Accent across all our services to make it easier to contact us, access information and receive support. This work will help us improve the overall customer journey and make our services simpler to use. We have worked to scope out a project to deliver improvements across this important area.
What this means for you
Over time, accessing our services should become easier, more consistent and better designed around your needs.
8. We said we'd develop a Customer Communication Strategy
Here's what we've done
Our Customer Communications Plan has been developed and sets out how we'll make communication with you clearer, more helpful and easier to understand. It focuses on keeping you informed, listening to your feedback and showing how your views help shape our services. The plan was developed using feedback and ideas from customers, helping us focus on what matters most and improve the way we communicate with you over the next three years.
What this means for you
You'll receive more relevant information, understand more about how we're performing and see more clearly how your feedback is influencing the improvements we make.
9. We said we'd introduce improved case management
Here's what we've done
We've introduced improved case management through our new customer management system, giving colleagues a better view of customer enquiries and helping us manage cases more consistently from start to finish.
What this means for you
You'll benefit from a more joined-up service, with colleagues able to track progress more effectively and resolve enquiries more efficiently.
10. We said we'd embed the Customer Engagement Framework
Here's what we've done
Our Customer Engagement Framework is now embedded across the organisation, creating more opportunities for customers to influence services, policies and organisational decisions and take part in scrutiny activity. Customer feedback is increasingly being used to shape future improvements and co-design services.
What this means for you
Your views will play an even bigger role in helping us improve our services and make decisions that affect customers. You can read more on our work by visiting our ‘Get Involved’ page on our website - Get Involved
11. We said we'd review our approach to service charges
Here's what we've done
We're reviewing how we explain service charges so they're clearer, easier to understand and provide customers with greater transparency about what charges cover.
What this means for you
You'll have better information about your service charges and greater confidence in how they're calculated and communicated.
12. We said we'd introduce new estate noticeboards
Here's what we've done
We've completed the design of new estate noticeboards, bringing together important local information, safety messages and key contacts in one place. We've chosen to introduce these alongside wider improvements to customer information to ensure everything is consistent. This project will be rolled out before the end of this year. The date for completion for this project has moved to October.
What this means for you
It will be easier to find important local information about your neighbourhood and the services available where you live.
13. We said we'd improve how customers report estate issues
Here's what we've done
We're reviewing how customers report neighbourhood issues and developing simpler reporting routes, including future digital improvements that will make it easier to tell us about local concerns.
What this means for you
Reporting issues in your community will become quicker, simpler and easier to access.
14. We said we'd strengthen monitoring of estate contractors
Here's what we've done
We've strengthened how we monitor contractors delivering estate services through enhanced inspections, quality audits, contractor action plans and more regular performance reviews.
What this means for you
This helps ensure estate services are delivered to a consistent standard and that any issues are identified and addressed more quickly.
15. We said we'd introduce Community Action Plans
Here's what we've done
Community Action Plans are now in place across our neighbourhoods, helping local teams work directly with customers to identify priorities and coordinate improvements within your community. This ensures local feedback is translated into practical action.
What this means for you
The things that matter most in your neighbourhood will have clearer ownership, helping us respond more effectively to local priorities.
16. We said we'd improve how we gather feedback after anti-social behaviour cases
Here's what we've done
We're introducing surveys via a company called CustomerSure so customers who have experienced anti-social behaviour cases can share their experience with us so we can better identify where we need to adapt our service to ensure we continually improve.
What this means for you
Your experience will help shape future improvements, ensuring we continue developing a service that better meets customers' needs.
17. We said we'd contact customers who give low satisfaction scores
Here's what we've done
We now contact customers who tell us they've had a poor experience to better understand what happened, resolve issues where possible and learn how we can improve. These conversations are helping us identify recurring themes and improve services across the organisation.
What this means for you
Your feedback won't simply be recorded, it will help us understand where we need to improve and influence future changes.
18. We said we'd share regular 'You Said, We Did' updates
Here's what we've done
We're regularly publishing You Said, We Did updates to demonstrate how customer feedback has influenced decisions and improvements across our services. You can find these updates in our quarterly customer magazines, in our annual performance report to customers and on our website.
What this means for you
You'll be able to see how your feedback is making a difference and the improvements we've made as a result.
19. We said we'd improve how we monitor complaints
Here's what we've done
We've introduced improved complaint reporting and new dashboards that help us identify themes and recurring issues more quickly. This means we're better able to learn from complaints and use that learning to improve services.
What this means for you
We'll be able to identify problems earlier, take action more quickly and make lasting improvements based on what customers tell us.
20. We said we'd provide complaints training for colleagues
Here's what we've done
We've strengthened complaint handling by delivering additional colleague training, introducing stronger quality assurance and improving guidance to help ensure complaints are handled consistently and fairly.
What this means for you
You should receive a more consistent experience, with complaints investigated thoroughly and handled in line with the standards customers expect.
21. We said we'd introduce newsletters tailored to different customer groups
Here's what we've done
We've introduced newsletters tailored to different customer groups, ensuring the information customers receive is more relevant to the homes they live in and the services they use. We now produce three versions – one for customers living in a rented home, one for customers in independent living schemes, and one for shared owners.
What this means for you
You'll receive updates that are more useful, relevant and focused on the information that matters most to you.
22. We said we'd develop new customer handbooks
Here's what we've done
We're designing our customer handbooks to make it easier to understand information about our services, responsibilities and the support available. This project is in progress, but will take a little longer to finalise. We are due to complete these in October 2026.
What this means for you
You'll have one clear, easy-to-use guide explaining what you can expect from us and where to go for information and support.
What happens next?
While many actions have now been completed, some longer-term projects remain in progress. These include improvements to customer information, customer handbooks, service charges, customer interactions and estate noticeboards. We'll continue to keep customers updated as this work progresses on our website and in customer magazines.