Everything you need to know in one place
Here, you'll find information about your home and tenancy, the services we provide, how we're performing as your landlord, how to share feedback or make a complaint, opportunities to get involved and have your say, and access to policies, reports and other important documents.
While much of this information was already available on our website, we've brought it together into one dedicated hub to make it easier for you to find what you're looking for.
Your one-stop information hub
Below is everything you need to know about your home, tenancy and Honeycomb Group, all in one place.
Our Mission
Our mission, vision, values and corporate objectives guide everything we do to create happy homes and thriving futures.
Our Leadership Team and Board members
Our leaders, Board Members and Committees help shape the future of Honeycomb Group. They make sure we're making the right decisions, listening to customers and focusing on what matters most to you.
Find out more about our leaders, Board Members, Committees and the work they do here:
Find out more about our Committees
Read the latest news and updates
How we are Regulated and Governed
Just like your bank, energy provider or other organisations you use, we're regulated to make sure we're doing the right things and providing a good service.
Find out more about who regulates us, how we're governed and what this means for you here
Decision making
Our Corporate Plan, Thriving Futures, sets out what we want to achieve and how we'll create thriving homes, customers, communities, culture and business. It explains the improvements we're making, the investment we're putting into our homes and services, and our plans for the future.
You can view our Corporate Plan here
Each year, we also publish an Annual Report to show what we've achieved, the progress we've made and what we're focusing on next.
You can view our latest Annual Reports here
You can view our 2023-24 Group Annual Report here
View our Thriving Futures progress for 2025-26
Our policies
Our policies explain how we do things and what you can expect from us. They also help our colleagues work fairly and consistently, so everyone is treated equally.
Take a look at our policies and procedures here
Complaints and feedback
We know we don't always get things right. When that happens, we want to hear from you so we can put things right and learn from your experience. Our Complaints and Feedback Hub explains how to make a complaint, what happens next and how we'll work to resolve it.
Customer involvement and influence
The best way to improve our homes and services is by listening to the people who use them every day.
That's why there are lots of ways to get involved, share your ideas and help shape the decisions we make. Whether you join one of our customer groups, inspect an empty home before it's re-let, take part in a scheme walkabout or simply tell us about your experience, your feedback helps us understand what's working well and where we can do better.
Some of the ways you can get involved include:
- Customer Assurance Group
- Customer Services Committee
- Repairs Focus Group
- Scheme Walkabouts
- Void Inspections
- Ask the Chair Email
- ASB Surgeries
- Customer Hub Coffee mornings
We know everyone wants to get involved in different ways. That's why you can take part in person, online, by email or through our customer surveys. If you can't attend a meeting, we can often arrange for you to join remotely. We also visit customers in their homes and communities to make sure we're hearing from as many people as possible.
Our Customer Engagement Policy explains how we work with customers, listen to feedback and use what you tell us to improve our services.
How we spend money and invest in your homes and services
We know it's important that you understand how we spend money and invest in your homes and services. Our Annual Report shows where money has been spent, how we're performing and how we're making sure Honeycomb Group remains financially strong for the future.
Financial support and grants
If you're worried about money, we're here to help. Find out about the financial support, grants and advice available, and how we can help you get the support you need.
Rent and Service Charges
Find out how we set rents and service charges, what they pay for and where to go if you have any questions.
Investing in our people
Great services start with great people. That's why we invest in our colleagues' wellbeing, learning and development, giving them the support they need to do their best. By supporting our people, we can provide the best possible service to our customers and communities.
We're committed to looking after existing homes and building new ones, creating places where our customers and communities can thrive.
You can find out more about how we manage your home in our below policies:
Repairs and Maintenance Policy
Our Thriving Futures Corporate Plan explains how we'll invest in homes, improve our neighbourhoods and make sure our homes continue to meet the needs of our customers, now and in the future.
Our inspection ratings
We're regularly inspected by the Regulator of Social Housing to make sure we're providing good services and managing our homes and finances properly. Our latest inspection rated us:
- G1 for governance
- V2 for financial viability
- C2 for consumer standards
Performance review and evaluation
We regularly review how we're performing to make sure we're delivering the best possible services for our customers. You can find a summary of our latest performance in our Annual Report, on pages 26 to 28.
Tenant satisfaction measures
Every year, we ask customers to tell us how we're doing through the Tenant Satisfaction Measures (TSMs).
Your feedback helps us understand what's working well, where we need to improve and what matters most to you. We publish our TSM results each year, along with what we've learned and the actions we're taking in response.
We believe in being open about our performance, so we also share regular updates and improvements in Be Mag, our customer magazine.
News and the latest information
We believe in keeping our customers informed. That's why we regularly share news about our services, performance, projects and the improvements we're making across Honeycomb Group.
Read our latest news and updates here
Complaints
We always aim to provide a great service, but we know we don't always get things right. If you're unhappy with any part of our service, our Complaints Hub explains how to make a complaint, what happens next and how long it should take us to respond.
We're also open about the complaints we receive and what we're doing to improve. Each year, we publish a summary of our complaints performance, what we've learned and the changes we've made as a result.
Honeycomb Group
At Honeycomb Group we have a number of support services that make sure people have a happy home they can thrive in. We've listed all of our support and services here
We've also listed our policies here, alongside our customer involvement groups here.
Staffs Housing
Staffs Housing is Honeycomb Group's affordable housing provider, offering affordable homes to rent, and buy with shared ownership. We've detailed how we provide our homes here
We also have guidance on how to stay safe in your home here and managing your own home here too.
Glow
Glow provides support to people experiencing domestic abuse. Offering them safe accommodation, and support services to help them live a life that's free from abuse. You can find the full list of our services and support here
Concrete
Concrete provides support to people experiencing homelessness. Offering them safe accommodation and support to rebuild their lives. Working with local partners, and support providers, Concrete is on a mission to end homelessness in Stoke-on-Trent and the surrounding areas. You can find a full list of our services here
Revival
Revival is Honeycomb Group's support provider, helping people to live independently in their homes for as long as possible. Working with local partners, adult social care, and hospitals to return people safely home and remove the barriers preventing people from living independently. You can find a full list of our services here
Our homes
Renting a home with us
Unlike other home providers we don't have a housing register and instead offer our homes on a first-come first-served basis available for people to apply for online here.
Find out more about how we rent and allocate our homes here
Completing a mutual exchange
If your current home no longer meets your needs, a mutual exchange could help.
A mutual exchange allows customers living in social housing or local authority homes to swap homes with another tenant whose property is a better fit for both households.
Our team can support you through the process. We keep a list of customers looking to move and can help match you with someone looking for a home like yours. We also run a Mutual Exchange Facebook group, making it even easier to connect with people in the local area who are looking to swap homes.
Find out more about Mutual Exchange here
View our Mutual Exchange Facebook group here
Staying safe at home
We have a legal responsibility to keep important records and carry out checks to help keep your home safe. This includes damp and mould, asbestos, electrical safety, water safety, gas safety, lift safety and fire safety.
Find out more about each of these areas and how we help keep your home safe here
Home accessibility
We want our homes to help customers live safely, comfortably and independently.
If you think your home would benefit from an adaptation or accessibility improvement, you can submit a request using our online form here. A member of our team will review your request and talk you through the next steps.
We also keep a Home Accessibility and Adaptations Register. This helps us keep track of homes that have already been adapted or are suitable for customers with accessibility or mobility needs, so we can match them to the people who need them most.
If you'd like to find out more about adaptations, accessibility improvements or our register, please get in touch with us.
Housing policies and strategies
Our policies explain how we manage our homes and deliver our services fairly and consistently. You can read all of our policies and strategies on our website.
We know some policies can be long or use technical language, so we've also created customer-friendly versions of many of our key policies. These explain what the policy is about, why it matters and what it means for you.
View our policies and strategies here
Read our customer-friendly policy guides here
Can't find what you're looking for?
If you can't find the information you we're expecting to see, we're here to help and you can:
- Get in touch and ask us to review the information
- Request to access the information or receive a copy of it in a different way or format
Get in touch with the team:
📱 01782 744533
✉️ DPO@honeycombgroup.org.uk
From April 2027, you'll be able to make a STAIRs request.
If you can't find the information you're looking for in our information hub, you'll be able to request it from us directly. This could be information about your home, tenancy, the services we provide or how we're performing as your landlord.
STAIRs is part of new Government requirements designed to make it easier for social housing customers to access information about their landlord.
We'll share more information about how to make a STAIRs request closer to the launch. In the meantime, if you have any questions, please get in touch with our team.
