As a registered provider of social housing, we are governed by the Regulator of Social Housing (RSH). This means we are required to follow set standards, processes and procedures when we provide our homes and services to you.
To assess how well social housing landlords in England provide their services, the RSH collects information on how we perform through a set of tenant satisfaction measures, (known as TSMs). All social housing landlords must report their performance against these measures.
The Tenant Satisfaction Measures TSMs are designed to hold housing associations and local councils to account for our actions to our customers, and to provide you with the knowledge and understanding of how we perform as a business. They cover the following key areas:
- Overall satisfaction
- Keeping homes in good order
- Building safety
- Safety checks
- Respectful and helpful engagement
- Effective handling of complaints and anti-social behaviour
- Responsible neighbourhood management.
There are 22 TSMs in total, and they are split into two parts:
- 10 performance measures that are collected and reported through our management performance information.
- 12 customer perception survey measures that are collected through surveying customers directly.
We use an annual survey to collect this information which is now open and you may be contacted at any point up until 2 October 2024 for your feedback. If you are contacted, please take part. The contact could come from Accent or our contracted agency, CX and it could be via SMS, email, or phone, but we will aim to use your preferred method for contact. The survey will only take a few minutes. Sharing your thoughts and having your say will help to improve services for all Accent customers.
When you take part, your responses will help us to make sure we are providing the services you want and show us where we need to improve. Your feedback will also allow the RSH to track how social housing providers are performing as a whole and where improvements need to be made across them all, as well as the individual associations concerned.
Find out more about the TSMs and our performance and download our annual performance report 2023/24 for information on how we measure up to the standards from last year's survey.
Look out for the results from this year's survey later this year in our next Big Conversation in November, in our newsletters and our website.
