As Accent Housing celebrates 60 years (in April 2026) of providing homes and building communities, it is customers like Richard Wilkinson who truly bring its story to life.

At 72, Richard is not only a long-standing customer of 35 years, but he was also the organisation’s only customer Board member, helping ensure that customers’ voices are heard at the very highest level. His journey with Accent reflects something deeper than tenancy, it is a lifelong commitment to community, fairness and making a difference to his community and the wider sector.

Richard, who is from Bradford, grew up in a back-to-back one up, one down house with an outdoor toilet, on Otley Road, where five family members shared a small bedroom divided by a hessian curtain. Richard, his mum and grandma slept on one side of the bedroom and his grandad and 15-year-old uncle on the other side. He still vividly remembers those early years “even the smell of the cellar,” he recalls and how they shaped his understanding of home, dignity, fairness and opportunity.

At the age of 5, Richard lost his grandad suddenly to a heart attack at the age of 55. This had a profound change in Richard’s life as his grandad was a strong presence and the head of the house.

From a young age, Richard knew he wanted to be a teacher. He enjoyed the structure and orderly routine that came with being in school, a nice change to his home life. After being schooled at Hutton Primary, Thorpe Junior High and Hanson Boys in Bradford, Richard went on to Teaching Training. He began his career at Tong School in 1975 as a probationary teacher going on to become Deputy Head before retiring in 2011 after inspiring youngsters for 36 years. But retirement did not slow him down, instead it marked the beginning of a new chapter.

Having lived in an Accent home at Easthorpe Court in Bradford for decades, initially with his mother and later taking on the tenancy himself, Richard found stability and community through Accent at a time when he needed it most.

“I felt that, in a way, Accent rescued me when I was in a low place in life after a difficult breakup,” he says. “Accent has always been personal to me.”

Richard became actively involved in Accent’s customer engagement work joining scrutiny panels, committees and forums, helping to improve services and represent fellow residents.

Accent’s approach to customer voice, through customer champions, forums and a place at Board level, gave Richard the platform to turn his lived experience into real influence and learning.

In 2018, competing against more than 120 applicants for just two positions, Richard was appointed as the organisation’s only customer Board member.

“I never expected to make the cut,” he admits. “But having a voice at Board level is so important. Customers should be able to challenge decisions and help shape what happens.”

Over six years on the Board, Richard has done exactly that by bringing honesty, scrutiny, insight and lived experience into strategic decision-making. His contribution has helped ensure that customer impact remains central to conversations and the future direction of Accent.

Even as his Board term comes to an end in September 2026, Richard has no plans to step away.

“Accent isn’t just a landlord to me; Accent has been a part of my life for 35 years. When you’ve lived the experience, you understand what really matters. That’s why having a customer voice at the table isn’t a ‘nice to have’ but it’s essential if services are going to work for people.”

He plans to continue supporting the organisation with recruitment, interviews, procurement panels, and be a sounding board to help the company make future decisions.

Over the years, Richard has seen Accent evolve from its roots in Bradford to the large organisation with a national spread it is today.

“It started small and grew through mergers, but it’s never lost its heart,” he says. “Accent has a soul, which is unusual for an organisation of its size.”

At home, Richard enjoys life with his husband, Wojciech, whom he married at the age of 62. He remains deeply connected to his community at Easthorpe Court, where he values the diversity of residents and strong relationships with housing colleagues.

Jo Gallagher, Accent’s Head of Customer and Community Engagement, commented: “Within the housing sector, Richard has become a well-respected and trusted voice. He is often invited to speak at conferences and events, where he openly shares his experiences, challenges stigma, and champions meaningful customer engagement. Richard brings honesty, integrity, and a genuine commitment to doing what’s right for customers in everything he does. He is constructive in his approach, not afraid to speak up, and always focused on making a positive difference. His insight and perspective have had a real impact and continue to help us grow and improve as an organisation.”

Nick Apetroaie, CEO at Accent added: “Richard was one of the first customers that I met when I joined Accent. Richard’s insight into what really matter to customers and his unwavering commitment to Accent over the past three decades has been truly exceptional. He represents the very best of what customer leadership can be. People like Richard are the reason organisations like ours continue to learn, improve and stay true to our purpose for over 60 years!” As Accent marks its 60th anniversary, Richard’s story is a powerful reminder of what makes social housing more than just bricks and mortar.

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