EXECUTIVE INTRODUCTION
Accord Housing Association is a provider of affordable housing and a range of support
and care services to customers across central and northern England. The organisation
exists to meet the needs of the most vulnerable and does this through the provision
of dynamic homes and services to meet those needs.
As a business with a social purpose, great attention is given to services and types of
homes provided to ensure quality and satisfaction is delivered throughout.
As a large business with a turnover of c£110m and a surplus of over £8m, Accord also has
an obligation – to its regulators, shareholders, stakeholders and customers – to operate
efficiently. This is done from Board level, through to Executive management, to front-line
people, though an embedded process of what Accord calls Making it Count.
Accord has changed signif