By Jayne, Customer Voice Specialist
Over the last few months, I've had the privilege of meeting customers, attending community events, visiting neighbourhoods and working alongside our involved customers to make sure your voice is helping shape the future of Honeycomb Group.
One of the highlights has been seeing our Customer Assurance Group (CAG) continue to grow and influence important decisions across the organisation. Our group of 12 involved customers has been reviewing everything from repairs and complaints to future housing developments and customer communications. Their feedback has already helped shape our upcoming staff code of conduct, improvements to customer information, and plans to involve customers more closely in future repairs contracts and housing developments.
Our customers aren't afraid to challenge us either. Through dedicated repairs focus groups and scrutiny sessions, they have helped influence discussions about the future of repairs services, future investment in homes and property standards. Customers told us that quality, communication and customer experience should always be a priority, a message we've taken seriously as we look ahead.
It's also been fantastic to see customers getting involved in inspecting empty homes before new families move in. During one visit to a property in Fegg Hayes, Customer Voids Inspector Wendy saw first-hand the transformation of a home that needed significant work before it could welcome new residents.
"I was shocked to see the condition the house was left in. The changes have made a real difference, and it's been great to be part of the process making sure it's ready for a new family." Wendy, Customer Voids Inspector
Beyond meetings and inspections, I've been out and about in our communities. I joined the neighbourhood clean-up in Tunstall, where staff and customers worked together to clear litter and improve communal spaces. The difference was immediate.
"We have a lovely communal space and it's lovely to see it tidy and clear. We appreciate everyone's hard work making this happen." Barbara, Customer Assurance Group member
I've also attended fire safety roadshows at Bradeley Village and West End Village, giving customers an opportunity to ask questions, raise concerns and find out more about staying safe in their homes. On neighbourhood walks, customers highlighted issues such as potholes and environmental concerns, helping us take action where improvements were needed.
Listening to customers doesn't just happen in meetings. I've been speaking directly to customers through satisfaction surveys and feedback calls, helping us understand what's working well and where we need to do better. It's always encouraging to hear positive feedback too, particularly about recent repairs experiences:
"They actually let you know when they are coming...and they turn up!"
"Contractors are smartly dressed, respectful and wear their ID badges."
"They cleaned up lovely afterwards."
I'm also passionate about making sure we understand the needs of all our customers. This year I attended the National Neurodiversity Show alongside colleagues to learn more about how we can improve services and support for neurodivergent customers, ensuring everyone can access our services in a way that works for them.
Most importantly, we've welcomed new and returning members to the Customer Assurance Group, bringing fresh ideas, experience and perspectives. As one member, Graham, put it: "I like to keep busy since I retired and it's good to give back to my local community."
Every conversation, meeting, inspection and event helps us build a clearer picture of what matters most to you. Thank you to everyone who has taken the time to share feedback, challenge us, join a focus group or get involved in improving services. Your voice is helping us make better decisions, improve services and create stronger communities.
Could you help shape our services?
If you've ever thought about getting involved, I'd love to hear from you. Whether you have five minutes to complete a survey, want to attend an occasional focus group, or would like to play a bigger role in shaping our services, there's a way to get involved that works for you.
Get in touch with me, Jayne, at jayne.tilolo@honeycombgroup.org.uk or call 01782 744533 Together, we can make sure customer voices continue to shape the homes, services and communities we all want to see.
