Working with our residents
As the demands and needs of our residents change, so do our services, but our residents are always at the heart of our business. We are absolutely committed to providing them with the excellent homes and top quality services they have a right to expect, and we work closely with them to monitor our services and identify areas for improvement.
Our residents have been involved in the production of this website, and their ongoing involvement will ensure it continues to meet their needs in the future.
Residents’ Satisfaction Survey Results
In 2011, we carried out a STAR (Survey of Tenants and Residents) survey of a sample of residents across Accent Foundation. Below are the responses to the survey's three key questions. We are pleased to see that the results have continued to improve.
|Taking everything into account, how satisfied or dissatisfied are you with the services provided by your landlord?
|How satisfied or dissatisfied are you that your views are being taken into account by your landlord?
|Generally, how satisfied are you with the way your landlord deals with repairs and maintenance?
Satisfaction also improved across a number of service areas by an average of 9%. Below are the scores from the 2010 survey, compared to those from 2009.
| Overall quality of home
| General condition of property
| Area as a place to live
| Value for money of rent
| Keeping residents informed
Even with such positive scores, there is always room for improvement. We look closely at all our survey results with our board of management and our residents’ panels to see where we need to improve.
How we are making a difference
We are making a real difference to our residents’ communities by improving their homes, building more new homes, delivering local regeneration services and offering more choice and opportunity. We do this by:
- Working together to tackle worklessness.
- Knowing our neighbourhoods.
- Delivering training and employment schemes.
- Improving financial inclusion.
- Providing e-learning for residents.
- Supporting business enterprise.
Actually talking to our customers and understanding what is important to them is a critical part of improving our services. We talk to residents nationally and locally to identify key issues and priorities, and enable them to continually challenge our processes and standards.
How our residents can get involved
Residents can be involved as much or as little as they choose. Please click on the links below to find out how Accent Foundation, Accent Nene and Accent Peerless residents can get involved and influence their services.
Resident board and panel members
At the highest level, our residents can become board members to influence strategic business decisions. These can be on established governing boards, or individual project boards, to ensure the smooth delivery of a particular product or service.
We have a number of groups operating throughout the Group that represent the different needs and interests of all our residents. For more information on these groups, go to our resident groups page.