- Date: 27/07/2020
Honeycomb Group is taking part in a new national campaign to celebrate scrutiny in social housing.
Launched by Tpas, England’s leading tenant engagement experts, National Scrutiny Week is a chance for tenants and landlords to celebrate the impact of scrutinising services.
The customer involvement team at Honeycomb Group is made up of tenants and customers, who test our services, interview customers and carry out surveys and research. They then let us know what they’ve found and suggest ways to improve our services.
Last year, the team visited 15 empty properties and made recommendations for improvements, meaning better homes for our customers. They also held a customer voice session with Director of Housing Services, Tim Sheail, to talk about what matters to them. This helped us develop our new customer service standards. The Assurances Group also helped us create our new complaints policy, which now includes a compensation policy.
Recently, the customer involvement team looked at responsive repairs. They all agreed that Novus staff coming into contact with customers should have customer experience training and that regular call audits should take place for training.
Katie Wakefield, Customer Engagement Officer at Honeycomb Group, said: “Tenant engagement is at the heart of everything we do. We want our residents to be able to have a say on the way we run our organisation and make sure all our services and homes are up to standard.
“This week is a great opportunity for us to share with other organisations what we do and hear about the experiences of other places so we can develop our customer involvement offer.
“Getting involved as a tenant or customer can be a rewarding experience. You get to influence the way we work, and help make difference to the services we offer you and other residents.”
During the week Tpas will be helping housing associations and the wider sector to get together for webinars, panel discussions and Q&As to share the best ways to involve tenants and help tenants have a voice in the wider community.