Meet Katarzyna, one of our involved customers
I live in a community that I’m proud to call home. What matters most to me is feeling settled, safe, and part of something – knowing that people care about their homes and about each other. When you feel respected, and you know your voice is heard, it changes the everyday experience of where you live.
A good home is about more than the building itself. It’s about what it feels like to walk through your front door. It’s about whether you feel secure. It’s about whether you can raise a concern, ask a question, or share an idea without feeling like you’re being brushed aside.
That’s a big part of why I chose to get involved with Accent.
Why I decided to get involved
I wanted to make a positive difference. I’d had my own experiences as a customer and I realised that sharing them could genuinely help improve things for others. Sometimes you don’t realise how valuable your perspective is until you see that it can lead to real change.
When I saw that Accent listens and acts on feedback, that’s when I thought, this is something I can be part of. I didn’t want to be someone who only comments from the sidelines. I wanted to be involved in shaping how things could work better for the people who live in our communities.
What I do as an involved customer
I’m involved as a Customer Representative – working with Accent to share honest feedback, talk about what works (and what doesn’t), and help shape services from a customer point of view.
For me, that means keeping things real. It means sharing what the experience actually feels like for customers, not what it looks like on paper. And it means helping make sure decisions are grounded in the everyday reality of living in an Accent home and community.
The issue I keep raising – communication
The main theme I’ve raised is communication, especially keeping customers informed about what’s happening and when. It might sound simple, but it’s one of the biggest things that affects how people feel.
Not knowing can be stressful. When you’re waiting for an update, or you don’t understand the next step, it’s easy to feel anxious or ignored. Clear communication helps people feel reassured. It shows respect. It helps customers feel valued, because it signals that their time and peace of mind matter.
What made it doable for me
Accent makes it easier to be involved by being flexible and understanding that everyone has different commitments. There’s good support, options to join remotely, and help if you need it.
What really helped me was knowing I wouldn’t be out of my depth. When you feel like support is there, it’s easier to speak up, join in, and stay involved.
Who I’d encourage to join
I’d encourage anyone to get involved, especially people who don’t usually speak up or think they don’t have anything to offer. Your experiences matter, and sharing them can help make real improvements.
The more voices that are involved, the more accurately Accent can reflect the needs of its customers – and that’s how services get better in ways that actually make a difference.
If you’d like to register your interest as an involved customer, you can sign up here.