Meet Chris, one of our involved customers
I’m Chris Lynn. I’m 62, and I’ve been an Accent tenant for 10 years. When I think about what matters most to me where I live, it comes back to community and safety. I live in a place where people genuinely care about one another, and that sense of connection makes a huge difference. It’s what helps a neighbourhood feel like a community, rather than just a collection of homes.
I also know how important it is to feel safe and respected where you live. I have lived experience of serious antisocial behaviour, and it changes the way you see your home environment. Safety is not a ‘nice to have’ – it’s the foundation that allows people to feel included, settled, and supported. Everyone deserves that.
Why I decided to get involved
Accent helped us from day one, and I didn’t forget it. Over time, I started to notice that there can sometimes be a gap between what residents experience day to day, and how services are designed and delivered. That isn’t about blame – it’s just the reality that decisions can look different when you’re making them from a distance.
I realised I could help by bringing clarity, structure, and real resident insight into the conversation. I wanted to help make sure that decisions are grounded in what customers actually need. Independent living is a good example of that. There are 43 independent living sites, and the details matter because they affect whether residents truly feel at home. If you want people to feel secure, comfortable, and supported, you have to listen to what life is really like on the ground.
What I do as an involved customer
I’m Vice Chair of the Independent Living Group, and I take part in several involvement activities focused on communication, inclusion, service improvement, and governance. If I had to describe what I do in one sentence, it would be this: I help ensure residents’ voices are represented clearly, accurately, and confidently in Accent’s decision-making, making sure people can feel the compassion behind everything Accent does.
That can mean highlighting what’s working well, questioning what could work better, and making sure real experiences are part of the evidence that informs decisions.
The theme I keep coming back to – digital inclusion
One major theme I’ve championed is digital inclusion. More and more services are moving online, and there are real benefits in that. But it only works if people have fair access, the confidence to use digital tools, and support when they need it.
Without digital inclusion, people can be unintentionally excluded from essential information, opportunities, and independence. It can also create a quieter kind of inequality, where the people who most need support are the ones least able to access it.
I’ve seen how important this is first hand. One example I often share is about a very quiet 94-year-old resident who asked me if I understood AI. When I asked how he was finding it, he opened up with a long list of questions he’d always wanted answers to. He told me it even asks him how he’s feeling. That stayed with me, because it showed how small tools can reduce loneliness – and loneliness is a major issue in older age. It also reminded me that every voice, no matter how quiet, deserves space.
What made involvement feel easy
Accent makes involvement manageable by offering flexible ways to take part, whether online or in person. Travel and accessibility needs are covered, and the team is supportive and transparent. What helped most, though, is feeling that resident expertise is genuinely valued. When people feel listened to, it’s much easier to contribute confidently.
Who I’d encourage to join
I’d encourage anyone who cares about their home or community to get involved, especially those who don’t usually see themselves as ‘involved’ people. Often the most insightful perspectives come from those who think their voice won’t matter. In reality, those are exactly the voices that help shape fairer, more inclusive services.
If you’d like to register your interest as an involved customer, you can sign up here.