You're influencing our homes and services You said, we did

Thanks to valuable feedback from our Customer Assurances Group, we learned that customers wanted a Void Inspector role to ensure our empty homes meet our void home standards. This role helps guarantee that new tenants move into a clean, functional, and welcoming space they can be proud of.

In response, we introduced the Void Inspector role in January. Following a successful recruitment campaign, we now have a dedicated team in place. In March, they came together to discuss their responsibilities, the areas they’ll cover, and essential safety measures for their inspections.

We’re excited to see how this new role enhances the quality of our homes and improves the experience for our tenants.

Read more about how their first meeting went here

Read more about the role here 

At our coffee mornings and roadshows, customers in our villages expressed a strong desire for more events and activities within their homes and communities. In direct response, we invested in a brand-new Activities and Events Coordinator role in 2024, ensuring a consistent, engaging calendar of activities across our villages and customer hubs. These events aim to help residents develop new skills, stay active, and enhance their overall well-being.

Following a successful recruitment campaign, we've welcomed two new team members into our villages and are actively seeking a third to complete the team. We’re excited to see how this initiative will expand opportunities, bring communities together, and create vibrant, welcoming spaces for everyone to enjoy.

After receiving feedback from our Customer Assurances Group requesting more clarity on repair responsibilities, we launched our ‘Who Fixes It?’ campaign.

Working closely with customers, we developed this initiative to clearly outline who is responsible for different types of repairs in our homes. The campaign, which launched in February, addresses the most common repair-related questions, helping to ensure our homes remain safe and well-maintained.

To reach as many people as possible, we took a multi-channel approach, sharing information through our website, community posters, customer leaflets, residents' magazine, staff communications, and social media.

We’re excited to see how this campaign helps our tenants better understand their repair responsibilities—making the process clearer and more efficient for everyone.

Read the news article here

Visit our new repairs responsibilities hub 

In response to customer feedback asking for a simpler and more seamless experience, we launched a digital transformation project in 2024, starting with the redevelopment of our Group website.

We collaborated with leaders across the Group and engaged customers throughout the process to ensure the new site truly met their needs. Our main goal was to make the website as intuitive and user-friendly as possible. To achieve this, we streamlined content, improved navigation, and ensured users could find what they needed in just a few clicks—all while keeping essential information easily accessible for managing their homes and accessing services.

Accessibility was another key focus. That’s why we introduced new features, including read-aloud functionality, language translation, adjustable contrast, and customizable colors to make the site more inclusive.

The response so far has been overwhelmingly positive, with the site even receiving praise on local radio for its ease of use. We remain committed to continuously improving the experience, working closely with customers to refine and enhance the platform based on their feedback.

Find out more about the journey here

In November last year, we launched scheme walkabouts, bringing together Neighbourhood Officers and the Property Team to carry out on-site checks and engage directly with residents in their communities.

Each month, the team conducts multiple walkabouts, using customer feedback to drive meaningful improvements that enhance our neighbourhoods and foster a sense of pride. Between November and the end of March, nearly 100 scheme inspections have been completed.

Recent actions include:
✅ Replacing fence panels
✅ Repainting porch entrances
✅ Tidying communal areas
✅ Installing grab rails
✅ Treating weeds
✅ Advising on bin replacements

We’re also tackling larger-scale projects, such as removing overgrown bushes from car parks and scheduling cyclical repairs to windows and roofs.

By listening to residents and acting on their feedback, we’re working to create safer, cleaner, and more welcoming communities.

👉 Read Neighbourhood Officer Helen’s "Day in the Life", where she shares how scheme walkabouts help bring customer feedback to life here

Customers told us that clogged gutters were becoming a real issue—especially during the colder months, when they were leading to leaks and water damage. So, we took action. We invested in advanced gutter vacuum systems, allowing our teams to work safely at height without the need for expensive scaffolding.

These new vacuums are not only more efficient, but also more cost-effective. Thanks to this upgrade, our property teams were able to clear gutters at over 100 sites last winter—helping to prevent damp, mould, and water damage in homes and across our communities.

You told us that fly-tipping was a concern in your community—impacting both safety and the appearance of shared spaces. We acted quickly by clearing the rubbish, reminding residents how to report fly-tipping through our website and residents’ magazine, and promoting responsible waste disposal.

At our anti-social behaviour drop-ins, a few of you mentioned noise being an issue—especially at night. It wasn’t about people being deliberately loud, but more about everyday things like doing laundry late in the evening and how that can affect neighbours.

Off the back of that, we put together some simple advice to help everyone be a bit more mindful. It’s all about little things you can do to keep the noise down, especially if you live in an apartment. We shared the tips in Be Mag and on our website here. 

Some long-term residents weren't sure who Honeycomb Group was and how the wider group connects to Staffs Housing. To help residents and bring them on our journey with us, we explained who Honeycomb Group is to provide some context. We shared this in our residents magazine Be Mag and on our website here too. 

At our customer roadshow, over 450 residents and staff shared what really matters to them through our survey. Your feedback shaped Thriving Futures—our five-year corporate plan launched in 2024.

Built around five strategic goals based on your priorities. Every team across Honeycomb Group is now working towards these goals, all with one shared mission: to build thriving communities, homes, customers, businesses, and culture.

Find out more about Thriving Futures here

You raised concerns about a few trees that looked rotten — and we took action. Our teams carried out assessments, removed three damaged trees, and trimmed others to make sure they weren’t posing a risk. Starting this spring, we’re stepping things up even more with monthly tree checks and a full survey every three years to help keep trees healthy and our communities safe. We’ll also make sure to keep you updated along the way.