Our Customer Groups

Haven’t got a lot of time to give but want to have your say? This is the group for you.

You’ll be invited to take part in surveys, polls, consultations and focus groups. This will usually be via email, but occasionally we will invite customers to get together in person. We will, of course, reimburse your travel costs.

Every view and idea the Customer Voice Group shares helps us understand what matters most to our customers and how we can make services better for them.

Think of this group as the customer ‘board of advisors’ who feed directly into the Customer Experience Committee (CEC).

You’ll be responsible for providing CEC with a clear and true view of what our customers are saying and how they’re feeling. You’ll also lead the way on national issues which come through the Regional Customer Groups.

We’ll need around 3-4 hours of your time a month. Examples of things you will do include:

• attending group meetings
• monitor and comment on our performance
• preparing documents which summarise ‘Customer Voice’ at Accent

Roles and meeting guidelines

• Chair role
• Member role
• Meeting guidelines

Are you passionate about your community and eager to make a real difference? This role could be perfect for you!

You’ll be the eyes and ears of your scheme and neighbourhood - listening to what matters most to your neighbours and sharing their experiences. You’ll help shape positive change by bringing your community’s voice to the Regional Customer Group.

We will need around 2–3 hours of your time a month. Some of the things you might get involved in include:

• Attending local community events
• Working with Housing Partners on Community Action Plans
• Taking part in Regional Customer Group meetings

Your voice matters - help us make it heard.

Roles and meeting guidelines

• Chair role
• Member role
• Meeting guidelines

Are you passionate about making a difference in your community?

Together with others from similar settings across the country, you'll help shape the future of our Independent Living Schemes and services, ensuring the voices of people in your community are heard and valued.

We will need around 2–3 hours of your time a month. Some of the things you might get involved in include:

• Attending local community events
• Working with Scheme Managers on Community Improvement Plans
• Taking part in the Independent Living Group meetings

Roles and meeting guidelines

• Chair role
• Member role
• Meeting guidelines

You’ll carry out detailed reviews of our services which may not be performing against target and produce evidence-based scrutiny reports with actionable recommendations. Scrutiny exercises will be agreed with our Customer Experience Committee.

We’ll need around 2-3 hours of your time a month. Examples of things you will do include:

• reviewing performance information
• interviewing Accent colleagues
• report writing

We always try to put ourselves in our customers’ shoes when improving our services - and you can help us do that even better.

Roles and meeting guidelines

• Member role
• Meeting guidelines

If you enjoy writing and have an eye for clear, simple language, this role is for you!

You’ll help us review and create digital and printed communications for our customers - making sure everything we share is easy to understand and written in plain language.

We will need around 1-2 hours of your time a month. Some of the things you might get involved in include:

• Creating newsletters
• Helping to write our annual customer performance report
• Reviewing leaflets and other documents to suggest improvements

Your input will help us communicate better - and make a real difference to how customers experience our communications.

Roles and meeting guidelines

• Member role
• Meeting guidelines

You'll be making sure that all voices, especially those from underrepresented communities, are heard and valued. It’s important our services, communications, and spaces are accessible and welcoming to everyone - regardless of race, gender, disability, age, religion, or background.

We will need around 1-2 hours of your time a month. Some of the things you might get involved in include:

• Attending meetings where you can share your personal experiences
• Helping us gather feedback from customers who voices aren’t always heard
• Reviewing our services and policies to make sure all customers’ needs are met

Roles and meeting guidelines

• Member role
• Meeting guidelines

Are you a long-standing Accent customer who’s passionate about making a difference? This role is a fantastic way in which you can help us improve the services that matter most to you and your community.

As a member of this group, you’ll work closely with Accent colleagues and other customers to focus on key service areas - like Estate Services - chosen by the Customer Experience Committee.

We’ll need around 2-3 hours of your time a month. Some of the things you might get involved in include:

• Attending project meetings
• Sharing your insights and experiences
• Documenting how your feedback has helped shape and improve our services

Your voice and experience can help us do better - together.