Customer feedback helps shape the way we deliver services at Accent.
We work with customers through surveys, workshops, scrutiny activities and customer groups to better understand what matters most.
This feedback directly influences the changes and improvements we make.
Reviewing our Antisocial Behaviour Policy
June 2026
You Said
What we did
Reviewing our Complaints and Compensation Policy
March 2026
You Said
Customers told us they wanted complaints to lead to real improvements, with clear communication, fair compensation decisions, accessible information, and a complaints process that is easy to understand and trust. They also told us that apologies should be sincere, timescales should be treated as firm commitments, and customer involvement should have a genuine impact on change.
What We Did
We've added clearer explanations throughout, strengthened our commitment to keeping customers informed and delivering agreed actions, and made it easier to understand how compensation decisions are made. We've also provided reassurance that raising a complaint or compensation claim will never affect a tenancy, improved information about reasonable adjustments and accessibility, and expanded the sections on customer scrutiny and involvement. We have promised customers we will share learnings from complaints in a range of communications such as the annual customer report, newsletters and on our website.
The updated policy can be found here.
Improving our New Tenancy Communications
January 2026
You Said
Customers told us the communications needed to be clearer, more welcoming and easier to understand.
What we did
Reviewing our Lettings Policy
January 2026
You Said
Customers told us the policy needed to be clearer, more accessible and easier to understand. You asked for better explanations of key terms, greater transparency around how decisions are made, more examples to explain processes, and clearer signposting to related policies, guidance and support. You also identified areas where language, grammar and formatting could be improved.
What We Did
We updated the policy to make it clearer and more customer-friendly by improving language, correcting errors and adding further explanations throughout. We included examples, links to relevant guidance and information, and additional detail on areas such as priority banding, exceptions, assessments, specialist housing, transfers, mutual exchanges and rent calculations. We also improved transparency by providing more information about how decisions are made and where customers can find further support and related policies.
The updated Lettings Policy can be found here.
Our new Customer Inclusion and Support Policy
November 2025
You Said
What we did
Improving our Tenancy Termination Communications
November 2025
You Said
Customers told us they want information that’s clearer, wording that feels friendlier, and messages that feel supportive rather than stressful - especially at a time when they may already be dealing with big life changes.
What we did
We refreshed the wording throughout to make everything clearer - including simpler phrasing about leaving the property. We also updated the tone so it feels firm but friendly. And to make the form easier to use, we reorganised it into clear, numbered sections and brought important information to the forefront.
Improving your Rent and Service Charges Booklet
November 2025
You Said
Customers told us that the rent and service charge booklet needed simpler language, clearer explanations and less legal jargon. They wanted key information to be easier to find, supported by more accessible formats such as videos and a one-page summary. Customers also wanted clearer information about the support available if they were worried about paying their rent or service charges.
What We Did
We introduced a new one-page summary highlighting the most important information in plain English, with customers helping to shape its content and tone. We also developed a supporting communications campaign, including short videos to explain key information and available support. In addition, we strengthened the ‘We’re Here to Help’ section to provide greater reassurance and signpost customers to financial support services.
Shaping the Damp and Mould Inspection Report
October 2025
You Said
Customers told us they want the report to use clearer language, a simpler layout, and explanations that feel supportive rather than technical.
What we did
We removed confusing terms, improved section names, added practical options like an “Unknown” category, and reorganised the report so it’s easier to follow. We’ve also improved clarity around timelines and removed classification labels to avoid unnecessary worry.
Damp and Mould Scrutiny Workshop
October 2025
You Said
What we did
