Every month, Customer Voice Specialist Jayne Tilolo shares how your feedback is helping shape the services we provide across Honeycomb Group. Here's Jayne's latest update.
It's been another busy month, and it's been great to see so many customers getting involved and helping us make a real difference.
Our Repairs Focus Group met to review repairs contract performance, receive updates on Awaab's Law and property-related complaints, scrutinise call waiting times, hear the latest on void properties and provide feedback on the customer repairs surveys sent after completed repairs.
Our Scrutiny Group also came together for a second session looking at customer service and staff conduct after the first discussion generated so much valuable feedback. Members explored what should be included in a new staff conduct policy and will now review the first draft before it's finalised.
Our Customer Assurance Group continues to play an important role too. Chair Barry Russell and Vice Chairs Wendy Ferns and Ken Owen attended the Customer Services Committee, where Barry shared an update on the group's recent work and how members continue to represent customers and help improve our services.
Our involved customers have also helped us recruit this month, taking part in interviews, asking questions and helping us ensure we appoint people whose values align with Honeycomb Group and who will always put customers at the heart of their decisions.
Ken Owen, Vice Chair of the Customer Assurance Group, said: "It's vital we appoint people with the right skills and values to be a great fit for Honeycomb Group. I enjoy being part of the interview process because I feel valued and listened to."
I also attended a specialist resident engagement event at Wigan Town Hall alongside housing providers from across the UK. It was a great opportunity to learn about new ways of gathering customer feedback and making sure we continue to use your views to shape the way we work.
Another highlight for me was taking part in our recent Community Day in Tunstall. After customers told us the area had become affected by litter, colleagues from across Honeycomb Group came together to litter pick, clear fly-tipping and transform communal green spaces. It was fantastic to speak with customers on the day and see first-hand the difference listening to feedback can make.
Residents Sam and June, who have lived in the community for 19 years, told us: "It's lovely to see people out here supporting the community and looking after us as tenants. It really shows that people care."
Seeing customer feedback turn into real action is always rewarding, and I'd like to thank everyone who has taken the time to share their views or get involved this month.
If you'd like to help shape our services, I'd love to hear from you. Whether you can spare an hour or a few days each month, we'll help you find an opportunity that works around your commitments.
📧 Jayne.Tilolo@honeycombgroup.org.uk
📞 01782 744533
