Back in November we held ‘The Big Conversation’, our annual customer engagement event. Over 250 members of #TeamAccent went out-and-about all over the country, with the aim of talking to as many customers as possible and listening to their feedback, ideas and thoughts.
We had a great few days knocking on 5,739 doors, across 175 areas, and speaking to 2,422 customers.
We gathered and recorded all thoughts and feedback from the day and our team is now working hard to use all this insight and data to inform an action plan – with the ultimate goal of continuing to improve our services.
Watch this space as we also embed our new Customer Engagement Strategy, giving more opportunities for customers to have their say on the services we provide, as well as agreeing together a brand-new Customer Charter that sets out our promises to each other.
Thank you to all our customers who took the time to speak with us and give feedback. If you are a customer and didn’t get the chance to talk to us during The Big Conversation then please do speak with your Housing Partner, call us on 0345 678 0555 or email customerservices@accentgroup.org.
The key headlines
Customer feedback highlighted three key areas for improvement:
- Proactive service
- Visibility
- Communication
On a national level these were the three most important service areas for customers:
- Repairs
- Estate Services
- Rent/Service Charges
We asked about communication preferences:
- Approximately 500 customers expressed they prefer to communicate via telephone.
- 159 customers said they would prefer to communicate via email.
- Approximately 100 customers said they prefer in-person interactions
- 40 customers said they prefer to communicate and receive information via post/through their letter box.