5 Oct 2026 | Posted by Mike Underwood

Customer Service Week is a national campaign which recognises the people behind the services that make a difference to customers every day.

At Acis Group, putting customers first is at the heart of everything we do. From helping people access safe, secure homes to delivering repairs, supporting communities and listening to feedback, our teams work hard every day to provide a positive customer experience.

We recently retained our Customer Service Excellence accreditation, with assessors highlighting 18 areas of “exceptional practice” in this year’s report.

Customers also scored us 4.8 out of 5 for satisfaction when asked to complete post-call surveys and our latest Tenant Satisfaction Measures (TSMs) show the impact of our commitment to excellence:

  • More than eight in ten customers (83.1%) said they were satisfied with the service they receive from Acis
  • 86.4% were satisfied with our repairs service
  • 87.7% were satisfied with the time taken to complete their most recent repair
  • 87.8% expressed satisfaction with home safety
  • 86% said they are treated fairly and with respect, reflecting the importance we place on providing a supportive and inclusive service for everyone.

Adele Richardson, Customer Experience Manager at Acis, said: “Acis Group’s focus on customers couldn’t be more central to what we do. It’s right there in our vision statement which says “we’re there when our customers need us”.

“Our latest Tenant Satisfaction Measures report really demonstrates this in the real world and shows how much hard work and dedication goes into making sure our customers get the service they deserve.

“This Customer Service Week, I’d like to thank everyone across the Group who works hard every day to create great customer experiences and high performing services.

“While we're proud of our services, we know there is always more to do. Customer feedback continues to shape our services, helping us identify what's working well and where we need to improve.”

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