Customer voice is at the heart of our Customer Charter.
It has been shaped with customers, based on what they have told us matters most to them. Through conversations, feedback, complaints and everyday experiences of our services, customers have helped us understand what good service should feel like and what they should be able to expect from Accent.
The Charter brings these expectations together into a clear set of commitments. It explains the promises we are making to customers and how we will work to deliver services that are fair, accessible, consistent and focused on the things that matter most.
Being open and accountable
We know that making a promise is only meaningful if customers can see how we are doing. We will be open about our performance, share where we are meeting our commitments, and be honest about where we need to do better. We will also show how customer feedback is helping us make changes and improve services.
Progress against the Customer Charter will be reviewed every four months by our National Customer Group. They will help us stay focused on what matters to customers by reviewing our performance, asking questions and challenging us where improvements are needed.
We will also share updates through our Customer Annual Report and the Big Local Conversation, so more customers can see the commitments we are making, how we are performing and how their voice continues to shape what we do.
Help us improve
If your experience does not match what we have promised in the Charter, please tell us. Your feedback helps us understand what is working well, where we need to improve and how we can continue to build trust by doing what we say we will do.
If you would like to join the National Customer Group or get involved in other customer involvement opportunities, you can sign up to become an involved customer.
Our Customer Charter was co-designed with customers focussing, on what matters most to them. Together, we identified the key values and standards that define great service. This Charter sets out our shared commitments, what customers can expect from us and how we’ll work together to continuously improve our homes and services.
We aim to build trust, keep our promises, and celebrate progress with our customers. We are committed to treating everyone with respect, supporting you when you need us, and helping you feel safe and valued in your home and community.
Together, we will create meaningful change that strengthens trust, improves services, and builds communities where everyone can thrive.
This charter sets out the promises we are making to you, on what you’ve told us matters most. We will ensure your views and experiences shape the way we design and deliver our services, from completing repairs on the first visit and carrying out safety checks on time, to communicating in ways that work for you and fostering safe, welcoming communities where everyone belongs.
We will treat every customer with dignity, empathy, and respect, in line with our duties under the Equality Act. We have zero tolerance for discrimination and are committed to creating a safe, inclusive service that recognises and supports the needs of vulnerable customers, ensuring everyone feels heard, valued, and able to access our services fairly.
We’ll make it simple to get in touch, easy to deal with, and we’ll communicate in a way that works best
for you.
We’ll help create safe, welcoming communities where everyone feels they belong.
We’ll be here when you need support, and we’ll listen and respond quickly.
We’ll keep to agreed appointment times and complete repairs promptly within the timescales we’ve
committed to.
We will ensure landlord safety checks are completed on time, to keep you safe in your home.
We aim to fully resolve your complaint in the timescale agreed and keep you updated along the way.