The statistics on this page include our:
- general needs homes
- housing for older people
- supported housing
- intermediate rent homes (for households with low to moderate income)
- temporary accommodation
- shared ownership homes
How we collect this data
Management performance information
The information on our housing services has been directly measured through information we already hold on our systems.
Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) are government measures that hold housing associations like Accent and local councils to account, checking the quality of homes and services being provided. They also help our customers understand how well we’re doing as a business.
There are 22 types of TSMs in total, with some subcategories. These TSMs are divided into two categories:
-
10 Management Information Measures (MIMs), which are measured directly through information we hold on our systems
-
12 Tenant Perception Measures (TPMs), which we measure through an annual tenant perception survey
Unless it says otherwise, all TSM scores on this page are a combination of answers from low-cost home ownership (LCHO) tenants, and our low-cost rental accommodation (LCRA) customers.
You can find more information about our scoring system in the documents linked at the bottom of this page.
Accent's statistics
Management Performance Information
Below, you can find information on how we perform across our housing services.
This information comes our general needs homes, housing for older people, supported housing, intermediate rent, (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.
We measure these directly through information we hold on our systems.
100% of homes
have had all required gas safety checks
100% of homes
have had all required asbestos management surveys or reinspections
100% of homes
have had all required fire risk assessments
100% of homes
of homes have had all required legionella risk assessments
99.3% of homes
have had all required communal passenger lift safety checks
0% of homes
do not meet the Decent Homes Standard
Anti-social behaviour
34.2 anti-social behaviour cases
opened per 1,000 homes
1.1 anti-social behaviour cases
that involve hate incidents opened per 1,000 cases
Repairs
of non-emergency responsive repairs completed
within the landlord’s target timescale
of emergency responsive repairs completed
within the landlord’s target timescale
Complaints and customer service
52.1 stage one complaints
received per 1,000 homes. (37.6 for LCHO)
7.6 stage two complaints
received per 1,000 homes. (9.0 for LCHO)
stage one complaints
responded to within target timeframe.* (64% for LCHO)
stage two complaints
responded to within target timeframe.* (75% for LCHO)
*Timeframe according to Housing Ombudsman’s Complaint Handling Code
Tenant satisfaction and feedback
We measure these through an annual perception survey.
This information comes the survey we did in 2023 with our general needs homes, housing for older people, supported housing, intermediate rent, (a rental choice for lower to moderate income households), temporary accommodation and our shared ownership homes.
in rented homes
happy with overall service from their landlord (32.8% for LCHO)
who received a repair
in the last 12 months were satisfied with repair
who received a repair in the last 12 months
were satisfied with the time taken
satisfied
their home is well-maintained
in rented homes
satisfied their home is safe. (47.6% for LCHO)
satisfied their landlord listens to their views
and takes appropriate action (22.7% for LCHO)
satisfied that their landlord
keeps them informed about things that matter to them. (37.7% for LCHO)
agreed their landlord
treats them fairly and with respect. (37.4% for LCHO)
who made a complaint in the last 12 months
were satisfied with their landlord's response (8.4% for LCHO)
satisfied their landlord
keeps communal areas clean and well maintained (33.7% for LCHO)
satisfied their landlord
makes a positive contribution to the neighbourhood (21% for LCHO)
satisfied their landlord's approach
to anti-social behaviour.
The above statistics and information correct as of 31 March 2024.
Download supporting information
Results from tenants in our low-cost rented accommodation (LCRA) - for customers who rent their home from us.
Results from tenants in our low-cost homeownership accommodation (LCHO)
More information on how we did the TSM perception survey.
Take a look at the survey we asked customers in 2023.
We do send out surveys to our customers to find out more about your experience of our services.
If you want to opt out of future surveys please contact our customer service team who will be happy to help.