How satisfied are you that Accent listens to your views and acts upon them? - Q1 2021/22
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How satisfied are you that Accent listens to
your views and acts upon them?
Q1 2021/22Background
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Rationale:
We routinely ask customers ‘how satisfied are you that Accent listens to your views and
acts upon them?’ because:
• Ensuring customers are meaningfully involved in decision-making at a local and at a
strategic level is one of our corporate strategy objectives.
• We have noticed some worrying declines in satisfaction by this measure and have
been taking action to address this.
• Our regulators use this measure of satisfaction to check that Accent is operating in a
fair and responsible manner.
Sample size:
This quarterly poll is aimed at a representative sample of approximately 2,000 customers,
who are divided evenly across all of the regions in which Accent operates. We monitor
survey invitations and responses to make sure that customers are asked this question no
more than once in any twelve month period. One attempt to contact was made by email.
In Q1 the survey yielded 431/1956 (22.0%) responses. The margin of error is ±4.7%.How satisfied are you that Accent listens to
your views and acts upon them?
100%
90%
80%
70%
60% Very dissatisfied
Fairly dissatisfied
50%
Neither satisfied nor dissatisfied
40% Fairly satisfied
Very satisfied
30%
20%
10%
0%
2020/21 2021/22 Q1Breakdown by region
Overall North East North West
100% 100% 100%
80% 80% 80%
60% 60% 60%
40% 40% 40%
20% 20% 20%
0% 0% 0%
2020/21 2021/22 Q1 2020/21 2021/22 Q1 2020/21 2021/22 Q1
Yorkshire East South
100% 100% 100%
80% 80% 80%
60% 60% 60%
40% 40% 40%
20% 20% 20%
0% 0% 0%
2020/21 2021/22 Q1 2020/21 2021/22 Q1 2020/21 2021/22 Q1
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfiedBreakdown by tenure type
Overall General Needs
100% 100%
80% 80%
60% 60%
40% 40%
20% 20%
0% 0%
2020/21 2021/22 Q1 2020/21 2021/22 Q1
Housing for Older People Homeownership
100% 100%
80% 80%
60% 60%
40% 40%
20% 20%
0% 0%
2020/21 2021/22 Q1 2020/21 2021/22 Q1
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfiedWhy do you feel this way?
Tenants are sent in circles Accent couldn’t care less
I think you are using COVID
chasing a previous about us and actively
to duck the issues of
complaint that there is disadvantage us to ensure
residents.
conveniently no record of. their profits.
Mr G, Middlesbrough
Mrs A, Nottingham Miss C, Aldershot
No record of the last visit Customer service is Despite asking numerous
months ago, when it was shocking. Constantly times what gardening service
finally investigated properly overcharged on service I am paying for I’m getting no
and then promptly forgotten charge… answer; just a phone call to
about. Ms H, Harrogate say 'we will look into it'.
Ms L, Ilkley Mr H, Bradford
Staff can be sharp in their
Feedback is ignored,
response. Accent arrive on Don't inform you of money
information is not provided.
sight without prior notice so being spent.
Like pulling teeth sometimes.
we are ignored. Mrs D, Nottingham
Mr T, Ashford
Mrs M, PickeringWhy do you feel this way?
I get scripted answers The only communication I
whenever I raise an issue. receive is my annual
Homeowners get nothing
Accent manages by increase where an admin
from you.
processes and policies, not fee is added for shared-
Ms S, Middlesbrough
by people. ownership…
Ms C, Peterborough Ms N, Leeds
Service charge does not
Repairs are never done or
reflect any of the work being
done to poor standards and Repairs take forever, if you
done. I did complain and was
they don’t care about the even acknowledge them.
asked nicely to change my
effects it has on tenants. Miss F, Camberley
rating.
Miss S, Stockton-on-Tees
Mr H, Peterborough
I have had things broken in Been trying to move
the property for over two property for a year due to I usually have to make many
years and now it's a fire abusive neighbours, yet complaints about the same
hazard and I have a young being overlooked for thing before action is taken.
child living in the house. properties. Miss G, Bradford
Miss W, Barrow-in-Furness Mr K, Ashton-under-LyneWhy do you feel this way?
Any time I had a problem Been a Accent tenant for 16
Always been good with me.
there has always been years. There have been ups
Everything always up to
amazing communication and and downs, but overall the
date, especially repairs.
my problem always got service from Accent has
Miss W, Ashton-under-
sorted. been customer-focussed.
Lyne
Miss M, Bishop Auckland Mrs L, Middlesbrough
Every time I’ve had a
Our local officer goes out of I don't have much
concern, Accent have acted
her way to help and contact involvement with Accent but
immediately and booked
whenever needed. She is when I do I am always
someone to come and sort
always there. treated well.
the problem for me…
Miss P, Peterlee Mrs R, Peterborough
Miss N, Halifax
I've had a few problems Can always get through to
If I ever have a problem or you on the phone. Our
arise... an appointment
query, one phone call to Customer Partner is brilliant
made to fix the problem
Accent and it's sorted at getting back to us and the
while I was still on the phone
straightaway. house is well-maintained.
to Accent Housing.
Mrs C, Burnley Miss W, Halifax
Mr B, LeylandWhy do you feel this way?
Whatever needs fixing, they
Very helpful. Listens to me, When I raised a complaint, it
arrange a quick repair. My
makes me feel comfortable was dealt with efficiently.
account is run smoothly with
and gets things sorted. Ms S, Barrow-in-Furness
Direct...
Miss C, Barrow-in-Furness
Mrs A, Camberley
I had run up a significant
debt… Accent were so Accent does listen but it
You never fail to help when would be great to see people
understanding about the
needed. face-to-face on some issues
situation and reassured me
Mr M, Barrow-in-Furness with more understanding.
that I wouldn’t lose my house.
Ms W, Middlesbrough Mrs R, Peterborough
I appreciate in some I see some things I report or My views are listened to
instances your hands are ask about are done. I always through the Accent 500
tied… but have always been get a response whether my channel, but this does not
listened to and been treated suggestion is acted on or apply consistently through
courteously. not. other Accent departments.
Mrs R, Huddersfield Miss T, Leyland Miss S, BradfordConclusions
• Although the % of customers who are satisfied that Accent listens to their views and
acts upon them has increased, so has the % of customers who are dissatisfied that
Accent listens to their views and acts upon them.
• There has been a significant increase in customers who are ‘very satisfied’ and ‘very
dissatisfied’. Fewer customers are ‘neither satisfied nor dissatisfied’. In other words,
customers are more polarised in their responses.
• There has been increases in satisfaction in every region except the East. The biggest
increase in satisfaction is in Yorkshire.
• There have been small increases in dissatisfaction in every region except Yorkshire.
The biggest increase in dissatisfaction is in the East.
• There have been increases in satisfaction for general needs customers and those living
in housing for older people. The has been a big increase in dissatisfaction for
homeowners (although sample sizes are too small to be able to draw firm conclusions).
• Fewer satisfied customers were inclined to comment on why they felt this way. Many
said that they were ‘satisfied’ because they had had little or no interaction with Accent
and or experiences to comment on.You can also read
