Over the past month, there’s been a lot happening behind the scenes in customer involvement across Honeycomb Group.
As Chair of the Customer Assurance Group (CAG), I wanted to share an update on what’s been going on, what we’re learning, and, most importantly, how customers are helping to shape the future of our homes and services.
I also hope this gives you a better insight into what we do, and maybe even inspires you to get involved.
Q: You recently attended the TPAS Chair Training session. What were the key outcomes or learning points from that and how will it influence future customer involvement or CAG meetings?
A: It was a really useful session, and I attended with our Vice Chairs, Wendy and Ken. We all came away with some strong ideas on how to improve how we run meetings and make them more productive.
Some of the key things we’re looking at are improving how agendas are set, giving customers more opportunity to shape discussions, and making sure everyone has the chance to have their say. We’re also focusing on better preparation so people can come ready to contribute.
One thing I was pleased about is that we’re already doing some things well, like giving Vice Chairs opportunities to lead. But there’s always room to improve, and we’ll be reviewing how we run meetings and updating our Customer Involvement Agreement to reflect that.
I’m also keen to make meetings more accessible by offering virtual attendance, so more people can get involved.
Q: What discussions or actions have been had at the latest Repairs Scrutiny Groups?
A: It’s been a busy month. Our Void Inspection Team have been out checking empty homes before they’re re-let, which is great to see. Their feedback will come back to the next CAG so we can look at any improvements or key themes.
We’re also preparing to review upcoming smaller repair contracts, which gives us a chance to look at how services can be improved and make sure they offer value for money.
Looking ahead, I’d like us to get more involved in shaping future homes and developments, as well as looking at investment in existing properties. It’s about making sure we’re improving what we already have as well as planning ahead.
Q: You attended a Volunteer Steering Group recently, which brings volunteers together from across the group and steers the direction that they can help and support the group. How did it go and what were the key things discussed?
A: One of the main things we discussed was planning a volunteer thank you event in June for Volunteers’ Week. This is something I feel strongly about. Our volunteers, including involved customers, give their time, energy and experience to help improve services for everyone else. They do it because they care, and that shouldn’t go unnoticed.
The event will be a chance to bring everyone together, celebrate what’s been achieved and properly recognise the difference they make. It’s about saying a genuine thank you and making sure people feel valued for the role they play.
We also discussed how we can work more closely with local organisations and the voluntary sector. With increasing pressures on charities, working together will help us support customers and communities more effectively.
Q: What’s one recent improvement that’s stood out to you?
A: Over the last 12 months, there’s been some really positive work to reduce call waiting times, with involved customers playing a key role in that. Wait times are now down to around five minutes, which is a big improvement and makes it much easier for customers to get in touch.
More recently, there was a technical issue with the phone lines that meant people couldn’t get through. What stood out to me was the clear and honest communication from the team. Customers were kept informed and given alternative ways to report issues while things were being fixed.
It might sound simple, but that kind of communication makes a real difference. It builds trust and reassures people that the issue is known and being dealt with, rather than leaving them wondering what’s going on.
Get involved and have your say
Everything you’ve read here is shaped by customers like you. Whether it’s improving repairs, influencing future homes, or making services work better, your voice really does make a difference.
If you’d like to get involved, whether that’s joining a group, attending meetings or simply sharing your views, we’d love to hear from you. It’s a great way to have your say, learn new skills, and help shape the future of Honeycomb Group.
Get in touch with Customer Involvement Jayne to find out how you can take part: Jayne.Tilolo@honeycombgroup.org.uk
01782 744533
