Senior leaders from Accent Housing spent two days visiting residents in communities across the country as part of the housing association’s annual Big Local Conversation.
The initiative saw members of Accent’s executive and senior leadership teams swap meetings for face-to-face conversations, hearing first-hand experiences of living in Accent homes and communities and discussing what local improvements would make the biggest difference.
All told, 239 staff visited 43 communities spanning Accent’s five main regions – Bradford, Peterborough, Stockton-on-Tees, Burnley and Camberley – gathering feedback on what customers value most, where improvements could be made and how services can better meet local needs.
Leading the conversations were executive team members including chief executive Nick Apetroaie, who met residents in the Clayton and Allerton areas of Bradford; Conan McKinley, executive director of assets and compliance, who visited Coulby Newham and Hemlington in Middlesbrough; Dean Anderson, executive director of customer experience, who joined conversations in Leyland, South Ribble, Lancashire; and Debbie Hinbest, executive director, people, culture and transformation, who met residents in Surrey Heath, Camberley.
Now in its fourth year, the Big Local Conversation has evolved from a doorstep survey into a locally focused engagement programme, developed in response to customer feedback calling for greater visibility, more dialogue and more opportunities to influence decisions. This year’s questions and talking points were co-designed with Accent’s Customer Champions.
Early figures show around 1,729 customer conversations took place, supported by 4,539 digital feedback forms, across the 43 communities.
Talking points
One in four residents said they want to see clean, tidy and well-maintained neighbourhoods – covering grass cutting, gardens, trees, bins and communal spaces. One in six talked about repairs, maintenance and home improvements, while one in six cited Accent staff, housing partners and the support provided among the things they value most. They also spoke of the value of feeling safe and secure and living in a community they can feel proud of.
Apetroaie said: “Being out in Bradford and speaking directly with customers is a powerful reminder of why listening locally matters. Every community is different, and the people who live there understand better than anyone what is working and where we need to improve.
“These conversations give us insight that we cannot get from reports and statistics alone. They help us understand how our services feel in practice and where focused action could make the greatest difference.
“Our commitment is not simply to listen, but to use what customers tell us to shape local priorities, improve services, and strengthen trust. I would like to thank everyone who took the time to speak openly with us.”
Debbie Hinbest, executive director, people, culture and transformation at Accent, said: “Over the last few days I have had the privilege of meeting more than 40 customers through our Big Conversation and spending time with our fantastic Camberley team. Listening to customers share their experiences, challenges and hopes for the future has been incredibly valuable. Every conversation was different, but one thing came through consistently: the difference our colleagues make every day.”
Jo Gallagher, head of customer and community engagement at Accent, said: “The Big Local Conversation is our largest customer engagement event, providing an important opportunity for colleagues and customers to come together and have meaningful conversations about the issues that matter most to local communities.
“Over the coming weeks, we will review the feedback gathered across all five regions and use it to help shape local priorities and develop community action plans that reflect what customers have told us is important to them. By listening to local voices and understanding the unique needs of each area, we can focus our efforts where they will have the greatest impact.
“We will share updates with customers so they can see how their feedback is influencing decisions, shaping local priorities and helping us deliver positive change in their communities.”
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